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 Support||Standard support||Premium support|
|GitHub Enterprise Cloud||Available to purchase|
|GitHub Enterprise Server||Available to purchase|
In addition to all of the benefits of GitHub Enterprise 支持, GitHub Enterprise customers can purchase GitHub 高级支持, which offers:
- Phone support via callback request, in English, through our support portal 24 hours per day, 7 days per week
- 保证初始响应时间的服务等级协议 (SLA)
- Escalation management
- The ability to escalate ticket progression in the GitHub 支持门户
- A dedicated team of Incident Coordinators who orchestrate all necessary GitHub parties to resolve urgent tickets
- Application upgrade assistance: Before you upgrade GitHub Enterprise Server, we review your upgrade plans, playbooks, and other documentation and answer questions specific to your environment (Premium Plus plan / GitHub Engineering Direct only)
- Cloud planning: Customer Success Managers and Customer Success Architects help you plan your journey to the cloud (Premium Plus plan / GitHub Engineering Direct only)
- Technical advisory hours (Premium Plus plan / GitHub Engineering Direct only)
For more information, see "About GitHub Premium Support."
With GitHub Enterprise Cloud, you have access to support in English and Japanese.
Email communication from GitHub Support will always be sent from either a
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，如 Jira
- CI/CD，如 Jenkins
- 外部身份验证系统配置，如 SAML 身份提供程序
- 写入或调试 CodeQL 的新查询
You can check for any incidents currently affecting GitHub 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 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."
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.
GitHub 支持 will never access your private repositories without your explicit consent. For more information, see the Terms of Service.
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."
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 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."
For urgent issues, we can help you in English 24 hours per day, 7 days per week, including on U.S. and Japanese holidays.
GitHub Enterprise 支持 observes these U.S. holidays, although our global support team is available to answer urgent tickets.
|元旦||1 月 1 日|
|马丁·路德·金纪念 日||1 月的第三个星期一|
|独立日||7 月 4 日|
|老兵节||11 月 11 日|
|平安夜||12 月 23 日|
|圣诞节||12 月 24 日|
|新年除夕||12 月 31 日|
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.
GitHub Enterprise 支持 may consider a ticket solved after providing an explanation, recommendation, usage instructions, workaround instructions.
GitHub Enterprise 支持 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 支持 closes a ticket due to lack of response, you can request that GitHub Enterprise 支持 reopen the ticket.