Understanding enterprise support

Learn about the various GitHub 支持 offerings available to you.

本文内容

About GitHub 支持

Standard GitHub 支持 is provided as part of your GitHub Enterprise subscription and offers a comprehensive set of support and management features tailored for large businesses and teams. See 关于 GitHub 支持.

GitHub Enterprise customers can also purchase GitHub 高级支持.

About GitHub 高级支持

GitHub 高级支持 is a paid, supplemental support offering that is ideal for organizations requiring higher priority support, faster response times, dedicated account management, and 24/7 comprehensive support. In addition to all of the benefits of standard GitHub Enterprise 支持, GitHub 高级支持 offers:

  • 24/7 availability: Ensures that support is available at any time, day or night, including holidays, which is crucial for organizations operating globally or with mission-critical applications.

  • Faster response and resolution times: Accelerated response times for support requests mean that critical issues are addressed and resolved more quickly, minimizing downtime and disruption.

  • Escalation management: Dedicated escalation management ensures that complex issues are addressed promptly and efficiently, with a clear path for escalating critical incidents.

  • Early access to new features: Participation in beta programs and early access to new features allows you to stay ahead of the curve with the latest GitHub innovations.

There are two support plans available with GitHub 高级支持:

  • Premium plan: Includes priority ticket handling, access to premium content, and more.

  • Premium Plus plan / GitHub Engineering Direct/GitHub Engineering Direct: Includes all Premium Plan benefits plus additional features such as named Customer Reliability Engineer (CRE), quarterly enhanced health checks, technical advisory hours, and application upgrade assistance.

For detailed information about GitHub 高级支持 and the two support plans, see 关于 GitHub 高级支持.

Contacting GitHub 支持

To contact GitHub 支持, visit the GitHub 支持门户. For more information, see 创建支持工单.

Anyone can use the GitHub 支持门户 to view and manage support tickets about GitHub, but there are special steps to follow before using the GitHub 支持门户 to create tickets about an enterprise account. See GitHub 支持门户企业入门.

Next steps