About GitHub Enterprise Support

GitHub Support can help you troubleshoot issues that arise on GitHub AE.

Note: When you use GitHub's support offerings, the GitHub Privacy Statement and GitHub Data Protection Addendum apply.

About GitHub Enterprise Support

GitHub AE includes GitHub Enterprise Support in English.

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
  • 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.

Contacting GitHub Enterprise Support

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."

Assigning a priority to a support ticket

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 AGitHub 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.
  • Errors or outages that affect core Git or web application functionality for all users
  • Severe network or performance degradation for majority of users
  • Full or rapidly filling storage
  • Known security incidents or a breach of access
High - Sev BGitHub AE is failing in a production environment, with limited impact to your business processes, or only affecting certain customers.
  • Performance degradation that reduces productivity for many users
  • Reduced redundancy concerns from failures or service degradation
  • Production-impacting bugs or errors
  • GitHub AE configuration security concerns
Normal - Sev CGitHub 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.
  • Advice on using GitHub AE APIs and features, or questions about integrating business workflows
  • Issues with user tools and data collection methods
  • Upgrades
  • Bug reports, general security questions, or other feature related questions
Low - Sev DGitHub 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.
  • Feature requests and product feedback
  • General questions on overall configuration or use of GitHub AE
  • Notifying GitHub Support of any planned changes

Resolving and closing support tickets

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.

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