About support for Advanced Security

GitHub Enterprise Support can help you troubleshoot issues you run into while using Advanced Security.

In this article

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About support for Advanced Security

Advanced Security includes GitHub Enterprise Support in English, by email.

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 Enterprise Support. Your support request is possibly out of GitHub Enterprise Support's scope if it's primarily about:

  • Third party integrations
  • Hardware setup
  • Configuration of external systems
  • Open source projects
  • Building projects or repositories
  • 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 Enterprise Support

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

  • Installing and using Advanced Security
  • Identifying and verifying the causes of supported errors

Hours of operation

We offer support for Advanced Security in English 24 hours per day, 5 days per week, excluding weekends and national U.S. holidays. The standard response time is 1 business day.

Holiday schedule

GitHub Enterprise Support observes these U.S. holidays.

U.S. holidayDate observed in 2018
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

Installing Advanced Security updates

To ensure that your Advanced Security instance is stable, you must install and implement new releases when they are made available. This 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 Advanced Security.

Assigning a priority to a support ticket

When you contact GitHub Enterprise Support for help with Advanced Security, you can choose one of three priorities for the ticket: 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.

PriorityDescription
HighAdvanced Security is not functioning or is stopped or severely impacted such that the end user cannot reasonably continue use of the software and no workaround is available.
NormalAdvanced Security is functioning inconsistently, causing impaired end user usage and productivity.
LowAdvanced Security is functioning consistently, but the end user requests minor changes in the software, such as documentation updates, cosmetic defects, or enhancements.

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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