About support for Advanced Security
GitHub Enterprise Support can help you troubleshoot issues you run into while using Advanced Security.
In this article
- About support for Advanced Security
- Scope of support
- Contacting GitHub Enterprise Support
- Hours of operation
- Holiday schedule
- Installing Advanced Security updates
- Assigning a priority to an incident
- Resolving and closing issues
About support for Advanced Security
Advanced Security includes GitHub Enterprise Support in English, by email.
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 Enterprise Support. Your support request is possibly out of GitHub Enterprise Support's scope if it's primarily about:
- Third party integrations
- Hardware setup
- Configuration of external systems
- Open source projects
- Building projects or repositories
- LGTM cluster design
- Writing or debugging new queries for Code QL
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
You can contact GitHub Enterprise Support through the Enterprise Support portal for help with:
- Installing and using Advanced Security
- Identifying and verifying the causes of supported errors
Hours of operation
We offer support for Advanced Security in English 24 hours per day, 5 days per week, excluding weekends and national U.S. holidays. The standard response time is 1 business day.
Holiday schedule
GitHub Enterprise Support observes these U.S. holidays.
| 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 |
Installing Advanced Security updates
To ensure that your Advanced Security instance is stable, you must install and implement new releases when they are made available. This 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 Advanced Security.
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 for Advanced Security can have one of three priorities: High, Normal, or Low.
| Priority | Description |
|---|---|
| High | Advanced Security is not functioning or is stopped or severely impacted such that the end user cannot reasonably continue use of the software and no workaround is available. |
| Normal | Advanced Security is functioning inconsistently, causing impaired end user usage and productivity. |
| Low | Advanced Security is functioning consistently, but the end user requests minor changes in the software, such as documentation updates, cosmetic defects, or enhancements. |
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.