GitHub Business Cloud includes a target eight-hour response time for priority support requests, Monday to Friday in your local time zone.

You can submit priority questions if you have purchased GitHub Business Cloud or if you're a member, outside collaborator, or billing manager of a GitHub organization currently subscribed to GitHub Business Cloud.

Questions that qualify for priority responses:

  • Include questions related to your inability to access or use GitHub's core version control functionality
  • Include situations related to your account security
  • Do not include peripheral services and features, such as questions about Gists, GitHub Pages, or email notifications
  • Do not include questions about organizations not currently on GitHub Business Cloud

To qualify for a priority response, you must:

  • Submit your question to GitHub Support from a verified email address that's associated with an organization currently on GitHub Business Cloud
  • Submit a new support ticket for each individual priority situation
  • Submit your question from Monday-Friday in your local time zone
  • Understand that the response to a priority question will be received via email
  • Cooperate with GitHub Support and provide all of the information that GitHub Support asks for

Tip: Questions do not qualify for a priority response if they are submitted on a local holiday in your jurisdiction.

The target eight-hour response time:

  • Begins when GitHub receives your qualifying question
  • Does not begin until you have provided sufficient information to answer the question, unless you specifically indicate that you do not have sufficient information
  • Does not apply on weekends in your local timezone or local holidays in your jurisdiction

Note: GitHub Support does not guarantee a resolution to your priority question. GitHub Support may escalate or deescalate issues to or from priority question status, based on our reasonable evaluation of the information you give to us.