Article version: Enterprise Server 2.17

About GitHub Enterprise Support

GitHub Enterprise Server Support can help you troubleshoot issues that arise on your GitHub Enterprise Server appliance.

In this article:

About GitHub Enterprise Support

GitHub Enterprise Server includes GitHub Enterprise Support in English and Japanese.

You can contact GitHub Enterprise Support through our support portal for help with:

In addition to all of the benefits of GitHub Enterprise Support, GitHub Premium Support offers:

For more information, see "About GitHub Premium Support."

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:

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

GitHub Enterprise Support customers can use the Enterprise Support portal to report incidents in writing.

Hours of operation

Support in English

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 tickets, we are available 24 hours per day, 7 days per week with a targeted response time of thirty minutes, even during national U.S. holidays.

Support in Japanese

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 with a targeted response time of thirty minutes, 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."

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.

Holidays in the United States

Our GitHub Enterprise Support team observes these U.S. holidays, although our global support team is available to answer urgent tickets.

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

Holidays in Japan

Our GitHub Enterprise Support team does not provide Japanese-language support on December 28th through January 3rd as well as these holidays.

Japanese holiday Date
元日 2019年1月1日(火)
成人の日 2019年1月14日(月)
建国記念の日 2019年2月11日(月)
春分の日 2019年3月21日(木)
昭和の日 2019年4月29日(月)
休日 2019年4月30日(火)
休日(祝日扱い) 2019年5月1日(水)
休日 2019年5月2日(木)
憲法記念日 2019年5月3日(金)
みどりの日 2019年5月4日(土)
こどもの日 2019年5月5日(日)
休日 2019年5月6日(月)
海の日 2019年7月15日(月)
山の日 2019年8月11日(日)
休日 2019年8月12日(月)
敬老の日 2019年9月16日(月)
秋分の日 2019年9月23日(月)
体育の日 2019年10月14日(月)
休日(祝日扱い) 2019年10月22日(火)
文化の日 2019年11月3日(日)
休日 2019年11月4日(月)
勤労感謝の日 2019年11月23日(土)

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.

Assigning a severity level to an incident

GitHub Enterprise Support sets the severity level of incident tickets and has the sole discretion to modify the severity level. Incident tickets can have one of four severity levels: Urgent, High, Moderate, or Low.

Severity level Description
Urgent This severity level is the highest priority and receives first attention. Urgent severity tickets include:
  • Fatal system failure such as a server that is down or unresponsive
  • Outage that impacts critical system operations
  • Security incident
  • Expired license
High This severity level indicates incidents that impact business operations. High severity tickets are bug reports for critical parts of the product.
Moderate This severity level indicates technical requests including configuration changes and third-party integrations. Moderate severity tickets are bug reports for non-critical parts of the product.
Low This severity level indicates non-technical requests. Low severity tickets include:
  • General how-to questions and feature requests
  • Purchase requests
  • Training requests
  • Health checks

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.

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