Article version: Enterprise Server 2.20

About GitHub Premium Support for GitHub Enterprise Server

GitHub Premium Support is a paid, supplemental support offering for GitHub Enterprise customers.

In this article

Notes:

  • The terms of GitHub Premium Support are subject to change without notice and are effective as of September 2018. If you purchased GitHub Premium Support prior to September 17, 2018, your plan might be different. Contact GitHub Premium Support for more details.

  • When you use GitHub's support offerings, the GitHub Privacy Statement and GitHub Data Protection Addendum apply.

  • This article contains the terms of GitHub Premium Support for GitHub Enterprise Server customers. The terms may be different for customers of GitHub Enterprise Cloud or GitHub Enterprise customers who purchase GitHub Enterprise Server and GitHub Enterprise Cloud together. For more information, see "About GitHub Premium Support for GitHub Enterprise Cloud" and "About GitHub Premium Support for GitHub Enterprise."

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

  • For customers who purchase GitHub One, support terms for the Premium Plus plan / GitHub Engineering Direct differ for GitHub Actions, GitHub Insights, GitHub Learning Lab, and GitHub Packages.

About GitHub Premium Support

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

GitHub Premium Support plans

There are two GitHub Premium Support plans: Premium and Premium Plus / GitHub Engineering Direct.

Premium plan Premium Plus plan / GitHub Engineering Direct
Hours of operation 24 x 7 24 x 7

With GitHub One, hours of operation differ for some features. For more information, see "Hours of operation."

Initial response time
  • 30 minutes for Urgent
  • 4 hours for High
  • 30 minutes for Urgent
  • 4 hours for High
With GitHub One, initial response time may differ for some features. For more information, see "Service Level Agreement response times."
Support channels
  • Online ticket submission
  • Phone support
  • Online ticket submission
  • Phone support
  • Screen share for critical issues
Training Access to premium content
  • Access to premium content
  • 1 virtual training class per year
Authorized contacts 10 25
Resources Priority ticket handling
  • Priority ticket handling
  • Named Technical Support Account 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

Notes:

  • 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 plan / GitHub Engineering Direct, 50% of unused Managed Services hours roll over to the next month and expire at the end of the quarter.

Signing up for GitHub Premium Support

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

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. For more information, see "Reaching GitHub Enterprise Server Support."

Contacting GitHub Premium Support

GitHub Premium Support customers can use the Enterprise Support portal to report issues in writing, in English and Japanese. You can also receive English-language support over the phone. For the GitHub Premium Support phone number, see "24x7 Phone Support" in the Enterprise Support portal.

Hours of operation

GitHub Premium Support is available 24 hours a day, 7 days per week. If you purchased GitHub Premium Support prior to September 17, 2018, support is limited during holidays. For more information on holidays GitHub Premium Support observes, see the holiday schedule at "About GitHub Support."

For customers who purchase GitHub One, support for GitHub Actions, GitHub Insights, GitHub Learning Lab, and GitHub Packages is available 24 hours a day, 5 days per week, excluding weekends and national U.S. holidays. The standard response time is 1 business day.

Service Level Agreement response times

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 priority level of the ticket. Response time begins when GitHub Premium Support sets the priority level of the ticket. A response does not mean the issue has been resolved.

For customers who purchase GitHub One, the SLA for initial response time by GitHub Premium Support does not apply to tickets for GitHub Actions, GitHub Insights, GitHub Learning Lab, or GitHub Packages.

Ticket priority level Initial response time
Urgent 30 minutes
High 4 hours

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.

You must install the minimum supported version of GitHub Enterprise Server pursuant to the Supported Releases section of your applicable license agreement within 90 days of placing an order for GitHub Premium Support.

Assigning a priority to a support ticket

When you contact GitHub Premium 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.

Priority Description Examples
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.
  • Errors or outages that affect core Git or web application functionality for all users
  • Severe performance degradation for majority of users
  • Full or rapidly filling storage
  • Inability to install a renewed license file
  • Security incident
  • Loss of administrative access to the instance with no known workaround
  • Failure to restore a backup to a production environment
High GitHub Enterprise Server is failing in a production environment, but impact on your business is limited.
  • Performance degradation that reduces productivity for many users
  • Reduced redundancy from failure of High Availability (HA) or cluster nodes
  • Failure to back up instance
  • Failure to restore a backup to a test or staging environment that could compromise successful restoration to a production environment
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.
  • Problems in a test or staging environment
  • Advice on using GitHub APIs and features, or questions about configuring third-party integrations from your instance
  • Issues with tools for user data migration that GitHub provides
  • Upgrades
  • Bug reports
  • Features not working as expected
  • General security questions
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.
  • Feature requests
  • Product feedback
  • Requests for health checks (available for customers with a Premium plan only at this time)
  • Notifying GitHub of planned maintenance on your instance

Resolving and closing support tickets

GitHub Premium 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 Premium 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 Premium Support may consider the ticket solved.

GitHub Premium Support may close tickets if they're outside the scope of support or if multiple attempts to contact you have gone unanswered. If GitHub Premium Support closes a ticket due to lack of response, you can request that GitHub Premium Support reopen the ticket.

Receiving credits for missed responses to support tickets

If you don't receive an initial response within the guaranteed response time to more than four tickets 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 Premium Support 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 GitHub Premium Support did not respond to your tickets 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

Accessing premium content

You can access premium content by signing in to the Enterprise Support portal.

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