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)
- Scheduled Health Checks
- Administration assistance hours
For more information, see "About GitHub Premium Support."
With GitHub Enterprise Cloud, you have access to support in English.
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：
- Third party integrations, such as Jira
- CI/CD，如 Jenkins
- 外部身份验证系统配置，如 SAML 身份提供程序
- Open source projects
- 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."
GitHub Enterprise 支持 在提供解释、建议、使用说明、 变通方法后，可能认为事件单已解决。
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。