About GitHub Premium Support

About GitHub Premium Support

In addition to all of the benefits of GitHub Enterprise Support, GitHub Enterprise customers can purchase GitHub Premium Support, which offers:

• Written support, in English, through our support portal 24 hours per day, 7 days per week
• Phone support via callback request, in English, through our support portal 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
• Administration assistance hours

GitHub Premium Support plans

There are two GitHub Premium Support plans: Premium and Premium Plus / GitHub Engineering Direct.

	Premium plan	Premium Plus plan / GitHub Engineering Direct
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 in English via callback request	Online ticket submission Phone support in English via callback request Screen share for critical issues
Training	Access to premium content	Access to premium content 1 virtual training class per year
Members with support entitlements	10	25
Resources	Priority ticket handling	Priority ticket handling Named Customer Reliability Engineer
Scheduled checks	Bi-annual health check and reporting	Quarterly health check and reporting Quarterly account reviews
Administration assistance		4 hours per month

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 the request is primarily about:

• Third party integrations, such as Jira
• Hardware setup
• CI/CD, such as Jenkins
• Writing scripts
• Configuration of external authentication systems, such as SAML identity providers
• Open source projects
• LGTM cluster design
• Writing or debugging new queries for CodeQL

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 Premium Support

GitHub Premium Support customers can use the GitHub Support portal to report issues in writing, in English.

Hours of operation

GitHub Premium Support is available 24 hours a day, 7 days per week. If you purchased GitHub Premium Support prior to September 17, 2018, support is limited during holidays. For more information on holidays GitHub Premium Support observes, see the holiday schedule at "About GitHub Support."

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 priority level of the ticket. Response time begins when GitHub Premium Support sets the priority level of the ticket. A response does not mean the issue has been resolved.

Ticket priority 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 priority to a support ticket

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

• Ticket priorities for GitHub Enterprise Cloud
• Ticket priorities for GitHub Enterprise Server

Ticket priorities for GitHub Enterprise Cloud

Priority	Description	Examples
Urgent	Production workflows for your organization or enterprise on GitHub Enterprise Cloud are failing due to critical service errors or outages, and the failure directly impacts the operation of your business.	Errors or outages on GitHub.com affect core Git or web application functionality for all members of your organization or enterprise
High	Account or security issues with your organization or enterprise on GitHub Enterprise Cloud are causing limited impact to your business.	An organization or enterprise owner has unintentionally deleted an organization An organization or enterprise member has uploaded sensitive data in a commit, issue, pull request, or issue attachment
Normal	Members of your organization or enterprise on GitHub Enterprise Cloud are experiencing limited or moderate issues with GitHub.com, or you have general concerns or questions about your organization or enterprise.	Questions about using APIs and features for your organization or enterprise Issues with tools for organization data migration that GitHub provides Features related to your organization or enterprise not working as expected General security questions about your organization or enterprise
Low	You have a question or suggestion about your organization or enterprise on GitHub Enterprise Cloud that is not time-sensitive, or does not otherwise block the productivity of your team.	Excessive resource usage for your organization or enterprise Requests for health checks Help with using Gists, notifications, wikis, GitHub Pages, GitHub Desktop, Atom, or other peripheral services or features with your organization or enterprise Feature requests Product feedback

Ticket priorities for GitHub Enterprise Server

Priority	Description	Examples
Urgent	GitHub Enterprise Server is failing in a production environment, and the failure directly impacts the operation of your business. Support for tickets with Urgent priority is only available in the English language.	Errors or outages that affect core Git or web application functionality for all users Severe performance degradation for majority of users Full or rapidly filling storage Inability to install a renewed license file Security incident Loss of administrative access to the instance with no known workaround Failure to restore a backup to a production environment
High	GitHub Enterprise Server is failing in a production environment, but impact on your business is limited.	Performance degradation that reduces productivity for many users Reduced redundancy from failure of High Availability (HA) or cluster nodes Failure to back up instance Failure to restore a backup to a test or staging environment that could compromise successful restoration to a production environment
Normal	You're experiencing limited or moderate issues with GitHub Enterprise Server, or you have general concerns or questions about the operation of your instance.	Problems in a test or staging environment Advice on using GitHub Enterprise Server APIs and features, or questions about configuring third-party integrations from your instance Issues with tools for user data migration that GitHub provides Upgrades Bug reports Features not working as expected General security questions
Low	You have a question or suggestion about GitHub Enterprise Server that is not time-sensitive, or does not otherwise block the productivity of your team.	Feature requests Product feedback Requests for health checks (available for customers with a Premium plan only at this time) Notifying GitHub of planned maintenance on your instance

Resolving and closing support tickets

GitHub Premium Support may consider a ticket solved after providing an explanation, recommendation, usage instructions, workaround instructions, or by advising you of an available GitHub Enterprise Server 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 ticket solved.

GitHub Premium Support 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 Premium Support closes a ticket due to lack of response, you can request that GitHub Premium Support reopen the ticket.

Receiving credits for missed responses to support tickets

If you don't receive an initial response within the guaranteed response time to more than four tickets 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 GitHub Premium Support did not respond to your tickets 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 [email protected]. To be eligible, the credit request must:

• Be sent from an email address associated with your account on your GitHub Enterprise Server instance
• 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 GitHub Support portal.