About GitHub Enterprise Support

GitHub Support can help you troubleshoot issues that arise on GitHub Enterprise Server.

In this article

Note: When you use GitHub's support offerings, the GitHub Privacy Statement and GitHub Data Protection Addendum apply.

About GitHub Enterprise Support

GitHub Enterprise Server includes GitHub Enterprise Support in Englishand Japanese.

You can contact GitHub Enterprise Support through GitHub Enterprise 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

  • Technical account managers

  • Access to premium content

  • Scheduled health checks

  • Managed Admin hours

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 the request is 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

You can contact GitHub Enterprise Support through GitHub Enterprise Support portal to report issues in writing. For more information, see "Receiving help from GitHub 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 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.

U.S. holidayDate observed
New Year's DayJanuary 1
Martin Luther King, Jr. DayThird Monday in January
Presidents' DayThird Monday in February
Memorial DayLast Monday in May
Independence DayJuly 4
Labor DayFirst Monday in September
Veterans DayNovember 12
Thanksgiving DayFourth Thursday in November
Day after ThanksgivingFourth Friday in November
Christmas EveDecember 24
Christmas DayDecember 25
Day after ChristmasDecember 26
New Year's EveDecember 31

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.

PriorityDescriptionExamples
UrgentGitHub 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
HighGitHub 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
NormalYou'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 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
LowYou 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 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 a ticket if the ticket is 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.

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