Article version: Enterprise Server 2.19

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

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.

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