Article version: Enterprise Server 2.20
About GitHub Enterprise Support
GitHub Enterprise Server Support can help you troubleshoot issues that arise on your GitHub Enterprise Server appliance.
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."
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.
GitHub Enterprise Support customers can use the Enterprise Support portal to report issues in writing.
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 issues, we are available 24 hours per day, 7 days per week, even during national U.S. holidays.
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."
For urgent issues, we can help you in English 24 hours per day, 7 days per week, including on U.S. and Japanese holidays.
GitHub Enterprise Support observes these U.S. holidays, although our global support team is available to answer urgent tickets.
|U.S. holiday||Date observed in 2020|
|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|
GitHub Enterprise Support 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.
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.
When you contact GitHub Enterprise Support, you can choose one of four priorities for the ticket: Urgent, High, Normal, or Low.
GitHub has the sole discretion to modify the priority of a ticket at any time, and may lower the priority of a ticket after determining and mitigating the primary cause of an issue.
|Urgent||GitHub Enterprise Server is failing in a production environment, and the failure directly impacts the operation of your business.
Support for tickets with Urgent priority is only available in the English language.
|High||GitHub Enterprise Server is failing in a production environment, but impact on your business is limited.||
|Normal||You're experiencing limited or moderate issues with GitHub Enterprise Server, or you have general concerns or questions about the operation of your instance.||
|Low||You have a question or suggestion about GitHub Enterprise Server that is not time-sensitive, or does not otherwise block the productivity of your team.||
GitHub Enterprise Support may consider a ticket solved after providing 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 ticket solved.
GitHub Enterprise Support may close tickets if they're outside the scope of support or if multiple attempts to contact you have gone unanswered. If GitHub Enterprise Support closes a ticket due to lack of response, you can request that GitHub Enterprise Support reopen the ticket.