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About GitHub Premium Support for GitHub Enterprise Cloud

GitHub 高级支持 is a paid, supplemental support offering for GitHub Enterprise Cloud and GitHub One customers.

本文内容

Notes:

  • The terms of GitHub 高级支持 are subject to change without notice and are effective as of September 2018.

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

About GitHub 高级支持

GitHub 高级支持 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 高级支持 计划

有两个 GitHub 高级支持 计划:Premium 和 Premium Plus。

Premium 计划 Premium Plus 计划
运行时间 24 x 7 24 x 7
初始响应时间 30 minutes for 紧急
4 hours for 高
30 minutes for 紧急
4 hours for 高
支持通道 在线事件单提交
电话支持
在线事件单提交
电话支持
屏幕共享以解决重大问题

培训 高级内容访问权限 访问高级内容
每年 1 次虚拟培训课程
资源 优先事件单处理 优先事件单处理
专门的技术支持经理
定期检查 两年一次的健康状态检查和报告 季度健康状态检查和报告
季度帐户审查
管理 每月 4 小时管理服务

注:

  • 定期检查限于每期一个组织。 您可以随时联系我们的客户管理团队或拨打 +1 (877) 448-4820,另外付费增加对额外组织的定期检查。

  • 对于 Premium Plus 计划,50% 的未使用管理服务时间滚动到下个月,在季度结束时到期。

注册 GitHub 高级支持

为注册 GitHub 高级支持 或升级计划,您可以联系我们的客户管理团队或拨打 +1 (877) 448-4820

支持范围

如果您的支持申请超出了我们团队可以帮助您的范围, 我们可能会提出后续措施建议,以便在 GitHub 支持 之外解决您的问题。 您的支持申请如果主要是关于以下方面,可能超出了 GitHub 支持 的范围:

  • 第三方集成
  • 硬件设置
  • CI/CD,如 Jenkins
  • 编写脚本
  • 外部身份验证系统配置,如 SAML 身份提供程序
  • 开源项目

如果您不确定问题是否超出范围,请开一个事件单,我们乐意帮助您确定最好的处理方式。

联系 GitHub 高级支持

GitHub 高级支持 customers can use the Enterprise 支持门户 to report issues in writing, in English and Japanese. 您也可以通过手机获得英语支持。 要获取 GitHub 高级支持 电话号码,请参阅 Enterprise 支持门户 中的“24x7 电话支持”。

Hours of operation

GitHub 高级支持 is available 24 hours a day, 7 days per week.

服务等级协议响应时间

对于您提交的事件单,我们提供全天候支持。 The initial response time guaranteed by the SLA is dependent on the priority level of the ticket. Response time begins when GitHub 高级支持 sets the priority level of the ticket. 响应并不意味着问题已经得到解决。

Ticket priority level 初始响应时间
紧急 30 分钟
4 小时

Assigning a priority to a support ticket

When you contact GitHub 高级支持, you can choose one of four priorities for the ticket: 紧急, 高, 普通, or 低.

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.

优先级 描述 示例
紧急 Production workflows for your organization or enterprise on GitHub Enterprise Cloud are failing due to critical service errors or outages, and the failure directly impacts the operation of your business.

Support for tickets with 紧急 priority is only available in the English language.
  • Errors or outages on GitHub.com affect core Git or web application functionality for all members of your organization or enterprise
Account or security issues with your organization or enterprise on GitHub Enterprise Cloud are causing limited impact to your business.
  • An organization or enterprise owner has unintentionally deleted an organization
  • An organization or enterprise member has uploaded sensitive data in a commit, issue, pull request, or issue attachment
普通 Members of your organization or enterprise on GitHub Enterprise Cloud are experiencing limited or moderate issues with GitHub.com, or you have general concerns or questions about your organization or enterprise.
  • Questions about using APIs and features for your organization or enterprise
  • Issues with tools for organization data migration that GitHub provides
  • Features related to your organization or enterprise not working as expected
  • General security questions about your organization or enterprise
You have a question or suggestion about your organization or enterprise on GitHub Enterprise Cloud that is not time-sensitive, or does not otherwise block the productivity of your team.
  • Excessive resource usage for your organization or enterprise
  • Requests for health checks
  • Help with using Gists, notifications, wikis, GitHub Pages, GitHub Desktop, Atom, or other peripheral services or features with your organization or enterprise
  • Feature requests
  • Product feedback

Resolving and closing support tickets

GitHub 高级支持 may consider a ticket solved after providing an explanation, recommendation, usage instructions, or workaround instructions,

If you use a custom or unsupported plug-in, module, or custom code, GitHub 高级支持 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 高级支持 may consider the ticket solved.

GitHub 高级支持 may close tickets if they're outside the scope of support or if multiple attempts to contact you have gone unanswered. If GitHub 高级支持 closes a ticket due to lack of response, you can request that GitHub 高级支持 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. 为遵守 SLA,GitHub 将以现金退还 20% 的季度 GitHub 高级支持费用。 为收到退款,您必须提交信用请求。

The credit request must be made within 30 days of the end of the quarter during which GitHub 高级支持 did not respond to your tickets within the designated response time. 如果过了相应的最后期限,则不受理信用申请。 在相应的最后期限过后,即表示您已放弃为合格的信用要求退款。

为收到退款,您必须向 supportcredits@github.com 提交完成的信用申请。 要获得资格,信用申请必须:

  • 从与您的 GitHub 帐户关联的电子邮件地址发送
  • 在四个合格信用发生的季度结束后 30 天内由 GitHub 接收
  • Include "Credit Request" in the subject line

以下信息必须包含在信用申请中:

  • 日期(日期必须基于 GitHub财政年度的季度结束 [1 月 31 日、4 月 30 日、7 月 31 日或 10月 31 日] 后 30 天内。)
  • 客户联系(您必须同时指定姓名和电子邮件地址。)
  • 客户地址
  • 合格信用(您必须提供每个合格信用的日期和关联的事件单编号。)
  • GitHub Enterprise Cloud 组织的名称
  • 事件单编号

访问高级内容

您可以登录到 Enterprise 支持门户 访问高级内容。

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