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关于 GitHub Enterprise Server 的 GitHub 高级支持

GitHub 高级支持 是向 GitHub Enterprise 客户提供的一种付费、补充服务。

注:

  • GitHub 高级支持 的条款自 2018 年 9 月开始生效,如有变动,恕不另行通知。 如果您在 2018 年 9 月 17 日之前购买了 GitHub 高级支持,则您的计划可能会有所不同。 如需了解更多详情,请联系 GitHub 高级支持。

  • 本文包含 GitHub 高级支持 对于 GitHub Enterprise Server 客户的条款。 对于于 GitHub Enterprise Cloud 客户或一起购买 GitHub Enterprise Server 和 GitHub Enterprise Cloud 的 GitHub Enterprise 客户,这些条款可能不同。 更多信息请参阅“关于 GitHub Enterprise Cloud 的 GitHub 高级支持”和“关于 GitHub Enterprise 的 GitHub 高级支持”。

本文内容:

关于 GitHub 高级支持

除了 GitHub Enterprise 支持 的所有好处外,GitHub 高级支持 还提供:

  • 通过我们的支持门户网站全天候提供书面支持
  • 全天候电话支持
  • 保证初始响应时间的服务等级协议 (SLA)
  • 高级内容访问权限
  • 按时健康状态检查
  • 管理的服务

Note: The terms of this article do not apply to support for Advanced Security. For more information, see "About support for Advanced Security."

GitHub 高级支持 计划

There are two GitHub 高级支持 plans: Premium and Premium Plus.

Premium 计划 Premium Plus 计划
运行时间 24 x 7 24 x 7
Initial response time 30 minutes for Urgent
4 hours for High
30 minutes for Urgent
4 hours for High
Support channels Online ticket submission
Phone support
Online ticket submission
Phone support
Screen share for critical issues

培训 高级内容访问权限 Access to premium content
1 virtual training class per year
资源 Priority ticket handling Priority ticket handling
Named Technical Support Manager
Scheduled checks Bi-annual health check and reporting Quarterly health check and reporting
Quarterly account reviews
Administration 4 hours of Managed Services per month

注:

  • Scheduled checks are limited to one organization per term. You can add scheduled checks for additional organizations at any time for an additional fee by contacting our account management team or calling +1 (877) 448-4820.

  • For the Premium Plus 计划, 50% of unused Managed Services hours roll over to the next month and expire at the end of the quarter.

注册 GitHub 高级支持

To sign up for GitHub 高级支持 or upgrade your plan, you can contact our account management team or call +1 (877) 448-4820.

支持范围

If your support request is outside of the scope of what our team can help you with, we may recommend next steps to resolve your issue outside of GitHub 支持. Your support request is possibly out of GitHub 支持's scope if it's primarily about:

  • Third party integrations
  • Hardware setup
  • CI/CD, such as Jenkins
  • Writing scripts
  • Configuration of external authentication systems, such as SAML identity providers
  • Open Source projects

If you're uncertain if the issue is out of scope, open a ticket and we're happy to help you determine the best way to proceed. 更多信息请参阅“联系 GitHub Enterprise Server Support”。

联系 GitHub 高级支持

GitHub 高级支持 customers can use the Enterprise 支持门户 to report incidents in writing, in English and Japanese. You can also receive English-language support over the phone. For the GitHub 高级支持 phone number, see "24x7 Phone Support" in the Enterprise 支持门户.

运行时间

GitHub 高级支持 全天候提供。 如果您在 2018 年 9 月 17 日之前购买了 GitHub 高级支持,则节假日期间的支持有限。 有关 GitHub 高级支持 庆祝的节假日的更多信息,请参阅“关于 GitHub 支持”中的节假日安排。

服务等级协议响应时间

For tickets you submit, support is available 24 hours a day, 7 days per week. The initial response time guaranteed by the SLA is dependent on the severity level of the incident. Response time begins when GitHub 高级支持 sets the severity level of the incident ticket. A response does not mean the issue has been resolved.

Incident severity level Initial response time
紧急 30 minutes
4 hours

安装 GitHub Enterprise Server 发行版

为确保 您的 GitHub Enterprise Server 实例 稳定,必须安装并实施 GitHub Enterprise Server 发行版。 安装 GitHub Enterprise Server 发行版可确保您有最新功能、修改和增强,以及功能的所有更新、代码更正、补丁或 GitHub Enterprise Server 的其他一般更新和修复。

您必须在下单购买 GitHub 高级支持 后的 90 天内,根据适用许可协议的受支持版本部分,安装 GitHub Enterprise Server 的最低支持版本。

为事件分配优先级

GitHub 高级支持 设置事件单的优先级,全权决定修改优先级。 事件单可具有以下四种优先级之一:紧急、高、中、低。

优先级 描述
紧急 此优先级是最高优先级,立即获得关注。 紧急优先级事件单包括:
  • 致命系统故障,例如服务器出现故障或无响应
  • 影响关键系统运行的断电
  • 安全事件
  • 过期的许可证
This priority is only available in English.
此优先级级表示影响业务运营的事件。 高优先级事件单是产品关键部分的漏洞报告。
普通 此优先级表示技术请求,包括配置更改和第三方集成。 中优先级事件单是产品非关键部分的漏洞报告。
此优先级表示非技术请求。 低优先级支持单包括:
  • 一般性操作问题和功能申请
  • 购买申请
  • 培训申请
  • 状态检查

解决并关闭问题

对于可以解决的问题,GitHub 高级支持 可能以解释、建议、使用说明、解决指示或建议可解决问题的版本等形式提供解决方案。

如果您使用自定义或不支持的插件、模块或自定义代码,GitHub 高级支持 可能要求您在尝试解决问题时删除不支持的插件、模块或代码。 如果在不受支持的插件、模块或自定义代码删除后问题得以解决,GitHub 高级支持 可能视为问题已解决。

如果问题不属于支持范围,或者多次联系您未获回复,GitHub 高级支持 可能会关闭问题。 如果事件因没有响应而关闭,您可以申请再次开启。

事件单未响应时获取积分

If you don't receive an initial response within the guaranteed response time to more than four incidents in a given quarter based on GitHub's fiscal year, you're eligible for a credit. To honor the SLA, GitHub will refund 20% of the quarterly GitHub 高级支持 fee in cash. To receive the refund, you must submit a credit request.

The credit request must be made within 30 days of the end of the quarter during which the incident tickets were not responded to within the designated response time. Credit requests will not be honored if the respective deadline has passed. Once the respective deadline passes, you have waived the ability to claim a refund for the qualified credit.

To receive a refund, you must submit a completed credit request to supportcredits@github.com. To be eligible, the credit request must:

  • Be sent from an email address associated with your GitHub Enterprise account
  • Be received by GitHub by the end of the 30th day after the quarter in which the four qualifying credits occurred
  • Include “Credit Request” in the subject line

The following information must be included in your credit request:

  • Date (The date must be within 30 days after the quarter based on GitHub’s fiscal year end in which the claims occurred [January 31, April 30, July 31, or October 31].)
  • Customer contact (You must specify both name and email address.)
  • Customer address
  • Qualifying credits (You must provide the date of each qualifying credit and the associated ticket number.)
  • Ticket numbers

访问高级内容

You can access premium content by signing in to the Enterprise 支持门户.

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