Skip to main content

此版本的 GitHub Enterprise 已停止服务 2022-09-28. 即使针对重大安全问题,也不会发布补丁。 为了获得更好的性能、更高的安全性和新功能,请升级到最新版本的 GitHub Enterprise。 如需升级帮助,请联系 GitHub Enterprise 支持

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

You can contact GitHub Enterprise 支持 through the GitHub 支持门户 for help with:

  • Installing and using GitHub Enterprise Server
  • Identifying and verifying the causes of suspected errors
  • Installing and using Advanced Security

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."

With GitHub Enterprise Server, 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
  • 硬件设置
  • 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
  • 开源项目
  • LGTM 群集设计
  • 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 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."

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.

For urgent issues, we are available 24 hours per day, 7 days per week, even during national U.S. holidays.

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 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 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.

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.

Resolving and closing support tickets

GitHub Enterprise 支持 在提供解释、建议、使用说明变通方法或向你推荐可解决问题的版本后可能认为工单已解决。

如果你在 GitHub Enterprise 支持 的建议之外安装了其他第三方软件,或者对 GitHub Enterprise Server 进行了修改,则 GitHub Enterprise 支持 可能会要求你在尝试解决问题时删除软件和/或进行修改。 如果在删除不受支持的软件或修改后问题得到解决,则 GitHub Enterprise 支持 可能会认为工单已解决。

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。

Further reading