GitHub AE includes GitHub Enterprise Support in English.
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
- 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.
You can contact GitHub Enterprise Support through the Azure Support portal to report issues in writing. For more information, see "Receiving help from GitHub Support."
When you contact GitHub Enterprise Support, you can choose one of four priorities for the ticket: Urgent, High, Normal, or Low.
GitHub has the sole discretion to modify the priority of a ticket at any time, and may lower the priority of a ticket after determining and mitigating the primary cause of an issue.
|Urgent - Sev A||GitHub AE is inaccessible or failing entirely, and the failure directly impacts the operation of your business.|
After you file a support ticket, reach out to GitHub Support via phone.
|High - Sev B||GitHub AE is failing in a production environment, with limited impact to your business processes, or only affecting certain customers.|
|Normal - Sev C||GitHub AE is experiencing limited or moderate issues and errors with GitHub AE, or you have general concerns or questions about the operation of GitHub AE.|
|Low - Sev D||GitHub AE is functioning as expected, however, you have a question or suggestion about GitHub AE that is not time-sensitive, or does not otherwise block the productivity of your team.|
GitHub Enterprise Support may consider a ticket solved after providing an explanation, recommendation, usage instructions, or workaround instructions.
If you use a custom or unsupported plug-in, module, or custom code, GitHub Enterprise Support may ask you to remove the unsupported plug-in, module, or code while attempting to resolve the issue. If the problem is fixed when the unsupported plug-in, module, or custom code is removed, GitHub Enterprise Support may consider the ticket solved.
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.