About GitHub Premium Support for GitHub Enterprise
GitHub Premium Support is a paid, supplemental support offering for GitHub Enterprise customers.
Notes:
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The terms of GitHub Premium Support are subject to change without notice and are effective as of July 2019.
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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."
In this article:
- About GitHub Premium Support
- GitHub Premium Support plans
- Signing up for GitHub Premium Support
- Scope of support
- Contacting GitHub Premium Support
- Hours of operation
- Service Level Agreement response times
- Installing GitHub Enterprise Server releases
- Assigning a severity level to an incident
- Resolving and closing issues
- Receiving credits for missed ticket responses
- Accessing premium content
About GitHub Premium Support
In addition to all of the benefits of GitHub Enterprise Support, GitHub Premium Support offers:
- Written support through our support portal 24 hours per day, 7 days per week
- Phone support 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
GitHub Premium Support plans
There are two GitHub Premium Support plans: Premium and Premium Plus.
| Premium plan | Premium Plus plan | |
|---|---|---|
| Hours of operation | 24 x 7 | 24 x 7 |
| Initial response time | 30 minutes for Urgent
4 hours for High |
30 minutes for Urgent
4 hours for High |
| Support channels | Online ticket submission
Phone support |
Online ticket submission
Phone support Screen share for critical issues |
| Training | Access to premium content | Access to premium content
1 virtual training class per year |
| Resources | Priority ticket handling | Priority ticket handling
Named Technical Support Manager |
| Scheduled checks | Bi-annual health check and reporting | Quarterly health check and reporting
Quarterly account reviews |
| Administration | 4 hours of Managed Services per month |
Notes:
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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.
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For the Premium Plus plan, 50% of unused Managed Services hours roll over to the next month and expire at the end of the quarter.
Signing up for GitHub Premium Support
To sign up for GitHub Premium Support or upgrade your plan, you can contact our account management team or call +1 (877) 448-4820.
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:
- 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."
Contacting GitHub Premium Support
GitHub Premium Support customers can use the Enterprise Support portal to report incidents in writing, in English and Japanese. You can also receive English-language support over the phone. For the GitHub Premium Support phone number, see "24x7 Phone Support" in the Enterprise Support portal.
Hours of operation
GitHub Premium Support is available 24 hours a day, 7 days per week.
Service Level Agreement response times
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 severity level of the incident. Response time begins when GitHub Premium Support sets the severity level of the incident ticket. A response does not mean the issue has been resolved.
| Incident severity level | Initial response time |
|---|---|
| Urgent | 30 minutes |
| High | 4 hours |
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.
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.
Assigning a severity level to an incident
GitHub 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.
For GitHub Enterprise Cloud, urgent severity applies if there is a critical system failure. For GitHub Enterprise Server, high severity tickets include:
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| High | This severity level indicates incidents that impact business operations.
For GitHub Enterprise Cloud, high severity tickets are requests such as removing sensitive data (commits, issues, pull requests, uploaded attachments) from your own accounts and organization restoration. For GitHub Enterprise Server, 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.
For GitHub Enterprise Cloud, moderate severity tickets include non-critical parts of the product such as general 2FA, account recovery, user flagged as spam or user login issues. For GitHub Enterprise Server, moderate severity tickets are bug reports for non-critical parts of the software. |
| Low | This severity level indicates non-technical requests.
For both GitHub Enterprise Cloud and GitHub Enterprise Server, low severity tickets include:
|
Resolving and closing issues
For issues that can be solved, GitHub Premium 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 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 issue resolved.
GitHub Premium 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.
Receiving credits for missed ticket responses
If you don't receive an initial response within the guaranteed response time to more than four incidents 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 the incident tickets were not responded to 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 supportcredits@github.com. 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
Accessing premium content
You can access premium content by signing in to the Enterprise Support portal.