docs/data/reusables/enterprise_enterprise_support/submit-support-ticket-first-section.md

1. Under "Your email address", type the email address associated with your {% data variables.product.product_name %} account.
2. Under "Subject", type a descriptive title for your issue.
3. Under "Description", provide any additional information that will help the {% data variables.contact.enterprise_support %} team troubleshoot the problem. Helpful information may include:
   • Steps to reproduce the issue
   • Any special circumstances surrounding the discovery of the issue (for example, the first occurrence or occurrence after a specific event, frequency of occurrence, business impact of the problem, and suggested urgency)
   • Exact wording of error messages
4. From the {% data variables.product.prodname_enterprise %} Product drop-down menu, select {% if currentVersion == "free-pro-team@latest" %}{% data variables.product.prodname_ghe_cloud %}{% else %}{% data variables.product.prodname_ghe_server %}{% endif %}.
5. From the "Priority" drop-down menu, select the appropriate urgency. For more information, see "[Assigning a priority to a support ticket]{% if currentVersion == "free-pro-team@latest" %}(/articles/about-github-premium-support-for-github-enterprise-cloud#assigning-a-priority-to-a-support-ticket){% else %}(/enterprise/admin/guides/enterprise-support/about-github-enterprise-support#assigning-a-priority-to-a-support-ticket){% endif %}."
   • Choose {% data variables.product.support_ticket_priority_urgent %} to report {% if currentVersion == "free-pro-team@latest" %}critical system failure{% else %}fatal system failures, outages impacting critical system operations, security incidents, and expired licenses{% endif %}.
   • Choose {% data variables.product.support_ticket_priority_high %} to report issues impacting business operations, including {% if currentVersion == "free-pro-team@latest" %}removing sensitive data (commits, issues, pull requests, uploaded attachments) from your own accounts and organization restorations{% else %}system performance issues{% endif %}, or to report critical bugs.
   • Choose {% data variables.product.support_ticket_priority_normal %} to {% if currentVersion == "free-pro-team@latest" %}request account recovery or spam unflagging, report user login issues{% else %}make technical requests like configuration changes and third-party integrations{% endif %}, and to report non-critical bugs.
   • Choose {% data variables.product.support_ticket_priority_low %} to ask general questions and submit requests for new features, purchases, training, or health checks.{% if enterpriseServerVersions contains currentVersion %}
6. From the "{% data variables.product.prodname_enterprise %} Series" drop-down menu, select the version of {% data variables.product.prodname_ghe_server %} you're using. {% endif %}
7. From the "Global Region" drop-down menu, select APAC (Asia Pacific), EMEA (Europe, the Middle East, and Africa), or Americas as your region.
8. Click Add file, then attach the diagnostics file you downloaded to include diagnostics with your support ticket.