About GitHub Premium Support for GitHub Enterprise
GitHub 高级支持 是向 GitHub Enterprise 客户提供的一种付费、补充服务。
The terms of GitHub 高级支持 are subject to change without notice and are effective as of July 2019.
This article contains the terms of GitHub 高级支持 for GitHub Enterprise customers who purchase GitHub Enterprise Server and GitHub Enterprise Cloud together. The terms of GitHub 高级支持 may be different for customers who purchase either product separately. For more information, see "About GitHub 高级支持 for GitHub Enterprise Server" and "About GitHub 高级支持 for GitHub Enterprise Cloud."
- 关于 GitHub 高级支持
- GitHub 高级支持 计划
- 注册 GitHub 高级支持
- 联系 GitHub 高级支持
- 安装 GitHub Enterprise Server 发行版
关于 GitHub 高级支持
除了 GitHub Enterprise 支持 的所有好处外，GitHub 高级支持 还提供：
- 保证初始响应时间的服务等级协议 (SLA)
GitHub 高级支持 计划
There are two GitHub 高级支持 plans: Premium and Premium Plus.
|Premium 计划||Premium Plus 计划|
|运行时间||24 x 7||24 x 7|
|Initial response time||30 minutes for Urgent|
|4 hours for High||30 minutes for Urgent|
|4 hours for High|
|Support channels||Online ticket submission|
|Phone support||Online ticket submission|
Screen share for critical issues | | 培训 | 高级内容访问权限 | Access to premium content
1 virtual training class per year | | 资源 | Priority ticket handling | Priority ticket handling
Named Technical Support Manager | | Scheduled checks | Bi-annual health check and reporting | Quarterly health check and reporting
Quarterly account reviews | | Administration | | 4 hours of Managed Services per month |
<div class="extended-markdown note border rounded-1 mb-4 p-3 border-blue bg-blue-light f5"> **Notes:**
- Scheduled checks are limited to one organization per term. You can add scheduled checks for additional organizations at any time for an additional fee by contacting our account management team or calling +1 (877) 448-4820.
For the Premium Plus 计划, 50% of unused Managed Services hours roll over to the next month and expire at the end of the quarter.
注册 GitHub 高级支持
要注册 GitHub 高级支持 或升级您的计划，您可以联系我们的客户管理团队 或致电 [+1 (877) 448-4820]（电话：+1-877-448-4820）。
If your support request is outside of the scope of what our team can help you with, we may recommend next steps to resolve your issue outside of GitHub 支持. Your support request is possibly out of GitHub 支持's scope if it's primarily about:
- Third party integrations
- Hardware setup
- CI/CD, such as Jenkins
- Writing scripts
- Configuration of external authentication systems, such as SAML identity providers
- Open Source projects
If you're uncertain if the issue is out of scope, open a ticket and we're happy to help you determine the best way to proceed. 更多信息请参阅“联系 GitHub Enterprise Server Support”。
联系 GitHub 高级支持
GitHub 高级支持 customers can use the Enterprise 支持门户 to report incidents in writing, in English and Japanese. You can also receive English-language support over the phone. For the GitHub 高级支持 phone number, see "24x7 Phone Support" in the Enterprise 支持门户.
GitHub 高级支持 全天候提供。
For tickets you submit, support is available 24 hours a day, 7 days per week. The initial response time guaranteed by the SLA is dependent on the severity level of the incident. Response time begins when GitHub 高级支持 sets the severity level of the incident ticket. A response does not mean the issue has been resolved.
|Incident severity level||Initial response time|
安装 GitHub Enterprise Server 发行版
为确保 您的 GitHub Enterprise Server 实例 稳定，必须安装并实施 GitHub Enterprise Server 发行版。 安装 GitHub Enterprise Server 发行版可确保您有最新功能、修改和增强，以及功能的所有更新、代码更正、补丁或 GitHub Enterprise Server 的其他一般更新和修复。
您必须在下单购买 GitHub 高级支持 后的 90 天内，根据适用许可协议的受支持版本部分，安装 GitHub Enterprise Server 的最低支持版本。
GitHub 支持 设置事件单的优先级，全权决定修改优先级。 Incident tickets can have one of four priority: Urgent, High, Normal, or Low.
|紧急||This priority is the highest priority and receives first attention.
For GitHub Enterprise Cloud, urgent priority applies if there is a critical system failure.
For GitHub Enterprise Server, high priority tickets include:
|高||This priority indicates incidents that impact business operations.
For GitHub Enterprise Cloud, high priority tickets are requests such as removing sensitive data (commits, issues, pull requests, uploaded attachments) from your own accounts and organization restoration.
For GitHub Enterprise Server, high priority tickets are bug reports for critical parts of the product.
|普通||This priority indicates technical requests including configuration changes and third-party integrations.
For GitHub Enterprise Cloud, normal priority tickets include non-critical parts of the product such as general 2FA, account recovery, user flagged as spam or user login issues.
For GitHub Enterprise Server, normal priority tickets are bug reports for non-critical parts of the software.
|低||This priority indicates non-technical requests.
For both GitHub Enterprise Cloud and GitHub Enterprise Server, low priority tickets include:
对于可以解决的问题，GitHub 高级支持 可能以解释、建议、使用说明、解决指示或建议可解决问题的版本等形式提供解决方案。
如果您使用自定义或不支持的插件、模块或自定义代码，GitHub 高级支持 可能要求您在尝试解决问题时删除不支持的插件、模块或代码。 如果在不受支持的插件、模块或自定义代码删除后问题得以解决，GitHub 高级支持 可能视为问题已解决。
如果问题不属于支持范围，或者多次联系您未获回复，GitHub 高级支持 可能会关闭问题。 如果事件因没有响应而关闭，您可以申请再次开启。
If you don't receive an initial response within the guaranteed response time to more than four incidents in a given quarter based on GitHub's fiscal year, you're eligible for a credit. To honor the SLA, GitHub will refund 20% of the quarterly GitHub 高级支持 fee in cash. To receive the refund, you must submit a credit request.
The credit request must be made within 30 days of the end of the quarter during which the incident tickets were not responded to within the designated response time. Credit requests will not be honored if the respective deadline has passed. Once the respective deadline passes, you have waived the ability to claim a refund for the qualified credit.
To receive a refund, you must submit a completed credit request to firstname.lastname@example.org. To be eligible, the credit request must:
- Be sent from an email address associated with your GitHub Enterprise account
- Be received by GitHub by the end of the 30th day after the quarter in which the four qualifying credits occurred
- Include “Credit Request” in the subject line
The following information must be included in your credit request:
- Date (The date must be within 30 days after the quarter based on GitHub’s fiscal year end in which the claims occurred [January 31, April 30, July 31, or October 31].)
- Customer contact (You must specify both name and email address.)
- Customer address
- Qualifying credits (You must provide the date of each qualifying credit and the associated ticket number.)
- Ticket numbers