Article version: Enterprise Server 2.19
About GitHub Premium Support for GitHub Enterprise
GitHub Premium Support is a paid, supplemental support offering for GitHub Enterprise customers.
The terms of GitHub Premium Support are subject to change without notice and are effective as of July 2019.
This article contains the terms of GitHub Premium Support for GitHub Enterprise customers who purchase GitHub Enterprise Server and GitHub Enterprise Cloud together. The terms of GitHub Premium Support may be different for customers who purchase either product separately. For more information, see "About GitHub Premium Support for GitHub Enterprise Server" and "About GitHub Premium Support for GitHub Enterprise Cloud."
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.
In addition to all of the benefits of GitHub Enterprise Support, GitHub Premium Support offers:
- Written support, in English, through our support portal 24 hours per day, 7 days per week
- Phone support, in English, 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
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|
|Training||Access to premium content|
|Resources||Priority ticket handling|
|Scheduled checks||Bi-annual health check and reporting|
|Administration||4 hours of Managed Services per month|
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.
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."
GitHub Premium Support customers can use the GitHub Enterprise Support portal to report issues in writing, in English. You can also receive English-language support over the phone. For the GitHub Premium Support phone number, see "24x7 Phone Support" in the GitHub Enterprise Support portal.
GitHub Premium Support is available 24 hours a day, 7 days per week.
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.
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|
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.
When you contact GitHub Premium Support, you can choose one of four priorities for the ticket: Urgent, High, Normal, or Low.
|Urgent||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.|
|High||Account or security issues with your organization or enterprise on GitHub Enterprise Cloud are causing limited impact to your business.|
|Normal||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.|
|Low||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.|
|Urgent||GitHub Enterprise Server is failing in a production environment, and the failure directly impacts the operation of your business.|
|High||GitHub Enterprise Server is failing in a production environment, but impact on your business is limited.|
|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.|
|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.|
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.
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 firstname.lastname@example.org. 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
You can access premium content by signing in to the GitHub Enterprise Support portal.