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 Support | Standard support | Premium support | |
|---|---|---|---|
| GitHub Free | |||
| GitHub Pro | |||
| GitHub Team | |||
| GitHub Enterprise Cloud | Available to purchase | ||
| GitHub Enterprise Server | Available 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� 升级 GitHub Enterprise Server 之前，我们会审查� 的升级计划、playbook 和其他文档并回答特定于� 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 � �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 Day | 1 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� 推荐可解决问题的版本后可能认为工单已解决。
如果� 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� 在尝试解决问题时� 除软件和/或进行修改。 如果在� 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 � 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
- Section 10 on Support in the "GitHub Enterprise Server License Agreement"
- "Creating a support ticket"
- "Viewing and updating support tickets"