About GitHub Enterprise Support

About GitHub Enterprise Support

GitHub Enterprise Server includes GitHub Enterprise Support in English and Japanese.

You can contact GitHub Enterprise Support through our support portal for help with:

• Installing and using GitHub Enterprise Server
• Identifying and verifying the causes of suspected errors

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

For more information, see "About GitHub Premium Support for GitHub Enterprise Server."

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.

Contacting GitHub Enterprise Support

GitHub Enterprise Support customers can use the GitHub Enterprise Support portal to report issues in writing.

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 Support, 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 Support observes these U.S. holidays, although our global support team is available to answer urgent tickets.

Holidays in Japan

GitHub Enterprise Support 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.

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.

Assigning a priority to a support ticket

When you contact GitHub Enterprise Support, you can choose one of four priorities for the ticket: Urgent, High, Normal, or Low.

GitHub has the sole discretion to modify the priority of a ticket at any time, and may lower the priority of a ticket after determining and mitigating the primary cause of an issue.

Resolving and closing support tickets

GitHub Enterprise 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 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 ticket solved.

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

Further reading

• Frequently asked questions about GitHub Enterprise Server
• Section 10 on Support in the "GitHub Enterprise Server License Agreement"
• "Reaching GitHub Support"
• "Preparing to submit a ticket"
• "Submitting a ticket"