About GitHub 支持
The support options available to GitHub users depend on the products used by their personal accounts, any organizations or enterprises they are members of, and any GitHub Enterprise Server instances they manage. Each product includes a default level of support and accounts that use GitHub Enterprise can purchase GitHub 高级支持.
| GitHub Community Support | Standard support | Premium support | |
|---|---|---|---|
| GitHub Free | |||
| GitHub Pro | |||
| GitHub Team | |||
| GitHub Enterprise Cloud | Available to purchase | ||
| GitHub Enterprise Server | Available to purchase |
You can contact GitHub Enterprise 支持 through the GitHub 支持门户 for help with:
- Installing and using GitHub Enterprise Server
- Identifying and verifying the causes of suspected errors
- Installing and using Advanced Security
In addition to all of the benefits of GitHub Enterprise 支持, GitHub Enterprise customers can purchase GitHub 高级支持, which offers:
- 我们的支持门户全天候提供英语书面支持
- Phone support via callback request, in English, through our support portal 24 hours per day, 7 days per week
- 保证初始响应时间的服务等级协议 (SLA)
- 高级内容访问权限
- Scheduled Health Checks
- Administration assistance hours
For more information, see "About GitHub Premium Support."
With GitHub Enterprise Server, you have access to support in English and Japanese.
To contact GitHub 支持, visit the GitHub 支持门户. For more information, see "Creating a support ticket."
Email communication from GitHub Support will always be sent from either a github.com or githubsupport.com address.
Scope of support
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：
- Third party integrations, such as Jira
- Hardware setup
- 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
- Open source projects
- LGTM cluster design
- 写入或调试 CodeQL 的新查询
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。
About support entitlement
Enterprise owners and billing managers automatically have a support entitlement, which enables them to create, view, and comment on support tickets associated with their enterprise account.
Enterprise owners can also add support entitlements to members of organizations owned by their enterprise account, allowing those members to create, view, and comment on support tickets. For more information, see "Managing support entitlements for your enterprise."
Contacting GitHub Sales and GitHub Training
For pricing, licensing, renewals, quotes, payments, and other related questions, contact GitHub' 销售团队 or call +1 (877) 448-4820.
To learn more about training options, including customized trainings, see GitHub's training site.
Note: Training is included in the Premium Plus plan / GitHub Engineering Direct. For more information, see "About GitHub Premium Support."
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 issues, we are available 24 hours per day, 7 days per week, 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, even during national U.S. holidays.
For a complete list of U.S. and Japanese national holidays observed by GitHub Enterprise 支持, 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
GitHub Enterprise 支持 observes these U.S. holidays, although our global support team is available to answer urgent tickets.
| 美国 美国节假日 | 观察日期 |
|---|---|
| 元旦 | 1 月 1 日 |
| 马丁·路德·金纪念 日 | 1 月的第三个星期一 |
| 总统日 | 2 月的第三个星期一 |
| 阵亡将士纪念日 | 5 月的最后一个星期一 |
| 独立日 | 7 月 5 日 |
| 劳动节 | 9 月的第一个星期一 |
| 老兵节 | 11 月 11 日 |
| 感恩节 | 11 月的第四个星期四 |
| 感恩节后的第一天 | 11 月的第四个星期五 |
| 平安夜 | 12 月 23 日 |
| 圣诞节 | 12 月 24 日 |
| 新年除夕 | 12 月 31 日 |
Holidays in Japan
GitHub Enterprise 支持 does not provide Japanese-language support on December 28th through January 3rd as well as on the holidays listed in 国民の祝日について - 内閣府.
安装 GitHub Enterprise Server 发行版
为确保 your GitHub Enterprise Server instance 稳定，必须安装并实施 GitHub Enterprise Server 发行版。 安装 GitHub Enterprise Server 发行版可确保您有最新功能、修改和增强，以及功能的所有更新、代� �更正、补丁或 GitHub Enterprise Server 的其他一般更新和修复。
Resolving and closing support tickets
GitHub Enterprise 支持 在提供解释、建议、使用说明、 变通方法或向您推荐可解决问题的版本后，可能认为事件单已解决。
If you use a custom or unsupported plug-in, module, or custom code, GitHub Enterprise 支持 may ask you to remove the unsupported plug-in, module, or code while attempting to resolve the issue. 如果在不受支持的插件、模块或自定义代� �� 除后问题得以解决，GitHub Enterprise 支持 可能认为事件单已解决。
如果事件单超出支持范围，或者多次联系您但未获回复，GitHub Enterprise 支持 可能会关闭事件单。 如果 GitHub Enterprise 支持 � 为未获回复而关闭事件单，您可以请求 GitHub Enterprise 支持 重新开启事件单。
Further reading
- Section 10 on Support in the "GitHub Enterprise Server License Agreement"
- "Creating a support ticket"
- "Viewing and updating support tickets"