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About GitHub Support

You can contact GitHub Support for help troubleshooting issues you encounter while using GitHub.

About GitHub 支持

The support options available to GitHub users depend on the products used by their personal accounts, any organizations or enterprises they are members of, and any GitHub Enterprise Server instances they manage. Each product includes a default level of support and accounts that use GitHub Enterprise can purchase GitHub 高级支持.

GitHub Community SupportStandard supportPremium support
GitHub Free
GitHub Pro
GitHub Team
GitHub Enterprise CloudAvailable to purchase
GitHub Enterprise ServerAvailable to purchase

除了 GitHub Enterprise 支持 的所有好处之外,GitHub Enterprise 客户还可以购买 GitHub 高级支持,该项可提供:

  • 我们的支持门户全天候提供英语书面支持
  • 通过我们的支持门户,通过回叫请求全天候提供英语电话支持
  • 保证初始响应时间的服务等级协议 (SLA)
  • 升级管理
    • 在 GitHub 支持门户 中升级票证进度的能力
    • 一个专门的事件协调员团队,负责协调所有必要的 GitHub 各方以解决紧急票证
  • 高级内容访问权限
  • 运行状况检查
  • 应用程序升级帮助:在你升级 GitHub Enterprise Server 之前,我们会审查你的升级计划、playbook 和其他文档并回答特定于你的环境的问题(仅限 Premium Plus plan / GitHub Engineering Direct)
  • 技术咨询小时(仅限 Premium Plus plan / GitHub Engineering Direct)

For more information, see "About GitHub Premium Support."

Before contacting GitHub 支持, check if there are currently any incidents affecting services on GitHub Enterprise Cloud on GitHub Status. For more information, see "About GitHub status."

With GitHub Enterprise Cloud, you have access to support in English and Japanese.

To contact GitHub 支持, visit the GitHub 支持门户. For more information, see "Creating a support ticket."

Email communication from GitHub Support will always be sent from either a github.com or githubsupport.com address.

Scope of support

如果您的支持申请超出了我们团队可以帮助您的范围, 我们可能会提出后续措施建议,以便在 GitHub 支持 之外解决您的问题。 您的支持申请如果主要是关于以下方面,可能超出了 GitHub 支持 的范围:

  • 第三方集成,例如 Jira
  • CI/CD,例如 Jenkins
  • 编写脚本
  • 配置外部身份验证系统,例如 SAML 标识提供者
  • 开放源代码项目
  • 写入或调试 CodeQL 的新查询

如果您不确定问题是否超出范围,请开一个事件单,我们乐意帮助您确定最好的处理方式。

About GitHub status

You can check for any incidents currently affecting GitHub Enterprise Cloud services and view information about past incidents on GitHub's Status page.

You can also subscribe and get alerted via email, text message, and webhook whenever there's an incident affecting GitHub Enterprise Cloud.

About support entitlement

Enterprise owners and billing managers automatically have a support entitlement, which enables them to create, view, and comment on support tickets associated with their enterprise account.

Enterprise owners can also add support entitlements to members of organizations owned by their enterprise account, allowing those members to create, view, and comment on support tickets. For more information, see "Managing support entitlements for your enterprise."

Granting GitHub 支持 temporary access to a private repository

If GitHub 支持 needs to access a private repository to address your support request, the owner of the repository will receive an email with a link to accept or decline temporary access. The owner will have 20 days to accept or decline the request before the request expires. If the owner accepts the request, GitHub 支持 will have access the repository for five days. During this window, GitHub 支持 staff with the required privileges can unlock the repository for up to two hours at a time, and will relock the repository if the work is completed early. All GitHub 支持 staff access generates audit log events, and the visibility of the repository is not affected at any time.

GitHub 支持 will never access your private repositories without your explicit consent. For more information, see the Terms of Service.

Contacting GitHub Sales and GitHub Training

For pricing, licensing, renewals, quotes, payments, and other related questions, contact GitHub 销售团队 or call +1 (877) 448-4820.

To learn more about training options, including customized trainings, see GitHub's training site.

Note: Training is included in the Premium Plus plan / GitHub Engineering Direct. For more information, see "About GitHub Premium 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.

Support in Japanese

For standard 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 a complete list of U.S. and Japanese national holidays observed by GitHub Enterprise 支持, 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 支持 observes these U.S. holidays, although our global support team is available to answer urgent tickets.

美国节假日观察日期
New Year's Day1 月 1 日
马丁·路德·金纪念 日1 月的第三个星期一
总统日2 月的第三个星期一
阵亡将士纪念日5 月的最后一个星期一
独立日7 月 4 日
劳动节9 月的第一个星期一
老兵节11 月 11 日
感恩节11 月的第四个星期四
感恩节后日期11 月的第四个星期五
平安夜12 月 23 日
圣诞节12 月 24 日
新年除夕12 月 31 日

Holidays in Japan

GitHub Enterprise 支持 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.

Resolving and closing support tickets

GitHub Enterprise 支持 在提供解释、建议、使用说明变通方法。

如果事件单超出支持范围,或者多次联系您但未获回复,GitHub Enterprise 支持 可能会关闭事件单。 如果 GitHub Enterprise 支持 因为未获回复而关闭事件单,您可以请求 GitHub Enterprise 支持 重新开启事件单。

Further reading