About GitHub Support

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)
Escalation management
- The ability to escalate ticket progression in the GitHub 支持门户
- A dedicated team of Incident Coordinators who orchestrate all necessary GitHub parties to resolve urgent tickets
高级内容访问权限
运行状况检查
Application upgrade assistance: Before you upgrade GitHub Enterprise Server, we review your upgrade plans, playbooks, and other documentation and answer questions specific to your environment (Premium Plus plan / GitHub Engineering Direct only)
Cloud planning: Customer Success Managers and Customer Success Architects help you plan your journey to the cloud (Premium Plus plan / GitHub Engineering Direct only)
Technical advisory hours (Premium Plus plan / GitHub Engineering Direct only)

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：

第三方集成，如 Jira
硬件设置
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
开源项目
LGTM 集群设计
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 standard 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 4 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

为确保您的 GitHub Enterprise Server 实例稳定，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 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 have installed additional third-party software on, or made modifications to, GitHub Enterprise Server outside of the recommendations of GitHub Enterprise 支持, GitHub Enterprise 支持 may ask you to remove the software and/or modifications while attempting to resolve the issue. If the problem is fixed when the unsupported software or modifications have been removed, GitHub Enterprise 支持 may consider the ticket solved.

GitHub Enterprise 支持 may close a ticket if the ticket is outside the scope of support or if multiple attempts to contact you have gone unanswered. If GitHub Enterprise 支持 closes a ticket due to lack of response, you can request that GitHub Enterprise 支持 reopen the ticket.

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