About GitHub Enterprise Support

GitHub Enterprise Server Support can help you troubleshoot issues that arise on your GitHub Enterprise Server appliance.

In this article

About GitHub Enterprise Support

GitHub Enterprise Server includes GitHub Enterprise Support in English and Japanese.

You can contact GitHub Enterprise Support through our support portal for help with:

  • Installing and using GitHub Enterprise Server
  • Identifying and verifying the causes of suspected errors

In addition to all of the benefits of GitHub Enterprise Support, GitHub Premium Support offers:

  • Written support through our support portal 24 hours per day, 7 days per week
  • Phone support 24 hours per day, 7 days per week
  • A Service Level Agreement (SLA) with guaranteed initial response times
  • Access to premium content
  • Scheduled health checks
  • Managed services

For more information, see "About GitHub Premium Support for GitHub Enterprise Server."

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

Scope of support

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 Support. Your support request is possibly out of GitHub Support'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.

Contacting GitHub Enterprise Support

GitHub Enterprise Support customers can use the Enterprise Support portal to report incidents in writing.

Hours of operation

Support in English

For standard non-urgent issues, we offer support in English 24 hours per day, 5 days per week, excluding weekends and national U.S. holidays. The standard response time is 24 hours.

For urgent tickets, we are available 24 hours per day, 7 days per week, even during national U.S. holidays.

Support in Japanese

For non-urgent issues, support in Japanese is available Monday through Friday from 9:00 AM to 5:00 PM JST, excluding national holidays in Japan. For urgent issues, we offer support in English 24 hours per day, 7 days per week, even during national U.S. holidays.

For a complete list of U.S. and Japanese national holidays observed by GitHub Enterprise Support, see "Holiday schedules."

Holiday schedules

For urgent issues, we can help you in English 24 hours per day, 7 days per week, including on U.S. and Japanese holidays.

Holidays in the United States

Our GitHub Enterprise Support team observes these U.S. holidays, although our global support team is available to answer urgent tickets.

U.S. holiday Date observed in 2018
New Year's Day January 1
Martin Luther King, Jr. Day Third Monday in January
Presidents' Day Third Monday in February
Memorial Day Last Monday in May
Independence Day July 4
Labor Day First Monday in September
Veterans Day November 12
Thanksgiving Day Fourth Thursday in November
Day after Thanksgiving Fourth Friday in November
Christmas Eve December 24
Christmas Day December 25
Day after Christmas December 26
New Year's Eve December 31

Holidays in Japan

Our GitHub Enterprise Support team does not provide Japanese-language support on December 28th through January 3rd as well as on the holidays listed in 国民の祝日について - 内閣府.

Installing GitHub Enterprise Server releases

To ensure that your GitHub Enterprise Server instance is stable, you must install and implement GitHub Enterprise Server releases. Installing GitHub Enterprise Server releases ensures that you have the latest features, modifications, and enhancements as well as any updates to features, code corrections, patches or other general updates and fixes to GitHub Enterprise Server.

Assigning a priority to an incident

GitHub Enterprise Support sets the priority of incident tickets and has the sole discretion to modify the priority. Incident tickets can have one of four priorities: Urgent, High, Normal, or Low.

Priority Description
Urgent This priority is the highest and receives first attention. Urgent priority tickets include:
  • Fatal system failure such as a server that is down or unresponsive
  • Outage that impacts critical system operations
  • Security incident
  • Expired license
This priority is only available in English.
High This priority indicates incidents that impact business operations. High priority tickets are bug reports for critical parts of the product.
Normal This priority indicates technical requests including configuration changes and third-party integrations. Normal priority tickets are bug reports for non-critical parts of the product.
Low This priority indicates non-technical requests. Low priority tickets include:
  • General how-to questions and feature requests
  • Purchase requests
  • Training requests
  • Health checks

Resolving and closing issues

For issues that can be solved, GitHub Enterprise Support may provide a resolution in the form of an explanation, recommendation, usage instructions, workaround instructions, or by advising you of an available release that addresses the issue.

If you use a custom or unsupported plug-in, module, or custom code, GitHub Enterprise Support may ask you to remove the unsupported plug-in, module, or code while attempting to resolve the issue. If the problem is fixed when the unsupported plug-in, module, or custom code is removed, GitHub Enterprise Support may consider the issue resolved.

GitHub Enterprise Support may close issues if they're outside the scope of support or if multiple attempts to contact you have gone unanswered. If an incident is closed due to lack of response, you can request that it be reopened.

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