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About GitHub Support

You can contact GitHub Support for help troubleshooting issues you encounter while using GitHub.

About GitHub Support

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 Premium Support.

GitHub Community SupportStandard supportPremium support
GitHub Free
GitHub Pro
GitHub Team
GitHub Enterprise CloudAvailable to purchase
GitHub Enterprise ServerAvailable to purchase

In addition to all of the benefits of GitHub Enterprise Support, GitHub Enterprise customers can purchase GitHub Premium Support, which offers:

  • Written support, in English, through our support portal 24 hours per day, 7 days per week
  • Phone support via callback request, in English, through our support portal 24 hours per day, 7 days per week
  • A Service Level Agreement (SLA) with guaranteed initial response times
  • Escalation management
    • The ability to escalate ticket progression in the GitHub Support portal
    • A dedicated team of Incident Coordinators who orchestrate all necessary GitHub parties to resolve urgent tickets
  • Access to premium content
  • Health Checks
  • 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)
  • Technical advisory hours (Premium Plus plan / GitHub Engineering Direct only)

For more information, see "About GitHub Premium Support."

Before contacting GitHub Support, check if there are currently any incidents affecting services on GitHub on GitHub Status. For more information, see "About GitHub status."

With GitHub Enterprise Cloud, you have access to support in English and Japanese.

To contact GitHub Support, visit the GitHub Support portal. 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

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 Support. Your support request is possibly out of GitHub Support's scope if the request is primarily about:

  • Third party integrations, such as Jira
  • CI/CD, such as Jenkins
  • Writing scripts
  • Configuration of external authentication systems, such as SAML identity providers
  • Open source projects
  • Writing or debugging new queries for CodeQL

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.

About GitHub status

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.

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."

Granting GitHub Support temporary access to a private repository

If GitHub Support 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 Support will have access the repository for five days.

GitHub Support will never access your private repositories without your explicit consent. For more information, see the Terms of Service.

Contacting GitHub Sales and GitHub Training

For pricing, licensing, renewals, quotes, payments, and other related questions, contact GitHub's Sales team 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.

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 a complete list of U.S. and Japanese national holidays observed by GitHub Enterprise Support, 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 Support observes these U.S. holidays, although our global support team is available to answer urgent tickets.

U.S. holidayDate observed
New Year's DayJanuary 1
Martin Luther King, Jr. DayThird Monday in January
Presidents' DayThird Monday in February
Memorial DayLast Monday in May
Independence DayJuly 4
Labor DayFirst Monday in September
Veterans DayNovember 11
Thanksgiving DayFourth Thursday in November
Day after ThanksgivingFourth Friday in November
Christmas EveDecember 23
Christmas DayDecember 24
New Year's EveDecember 31

Holidays in Japan

GitHub Enterprise Support 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.

Resolving and closing support tickets

GitHub Enterprise Support may consider a ticket solved after providing an explanation, recommendation, usage instructions, workaround instructions.

GitHub Enterprise Support 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 Support closes a ticket due to lack of response, you can request that GitHub Enterprise Support reopen the ticket.

Further reading