GitHub Enterprise Support can help you troubleshoot issues that arise on your GitHub Enterprise appliance.

We offer support for GitHub Enterprise in English and Japanese.

Standard Support

GitHub Enterprise includes Standard Support. You can contact GitHub Enterprise Support through our support portal for help with:

  • Installing and using GitHub Enterprise
  • Identifying and verifying the causes of suspected errors

Though we'll do our best to respond to automated support requests, we typically need more information than an automated ticketing system can give us to solve your issue. Whenever possible, please initiate support requests from a person or machine that our support team can interact with. For more information, see "Preparing to submit a ticket."

Premium Support

In addition to all of the benefits of Standard Support for GitHub Enterprise, Premium Support offers:

  • Written support through our support portal 24 hours per day, 7 days per week
  • Phone support 24 hours per day, 7 days per week
  • A Service Level Agreement (SLA) with guaranteed initial response times

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

Hours of operation for Standard Support

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 tickets, we are available 24 hours per day, 7 days per week with a targeted response time of thirty minutes, even during national U.S. holidays.

Support in Japanese

For 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 with a targeted response time of thirty minutes, even during national U.S. holidays.

For a complete list of U.S. and Japanese national holidays observed by GitHub Enterprise Support, see "Holiday schedules."

Severity levels for support requests

GitHub Enterprise Support sets the severity level of incident tickets and has the sole discretion to modify the severity level. Incident tickets can have one of four severity levels: Urgent, High, Moderate, or Low.

Severity level Description
Urgent This severity level is the highest priority and receives first attention. Urgent severity tickets include:
  • Fatal system failure such as a server that is down or unresponsive
  • Outage that impacts critical system operations
  • Security breach
  • Expired license
High This severity level indicates incidents that impact business operations. High severity tickets are bug reports for critical parts of the product.
Moderate This severity level indicates technical requests including configuration changes and third-party integrations. Moderate severity tickets are bug reports for non-critical parts of the product.
Low This severity level indicates non-technical requests. Low severity tickets include:
  • General how-to questions and feature requests
  • Purchase requests
  • Training requests
  • Health checks

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 our Support team. Your support request is possibly out of GitHub Enterprise Support'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. For more information, see "Reaching GitHub Enterprise Support."

Installing GitHub Enterprise releases

To ensure that your GitHub Enterprise instance is stable, you must install and implement GitHub Enterprise releases. Installing GitHub Enterprise 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.

Resolving and closing issues

For issues that can be solved, GitHub Enterprise may provide a resolution in the form of an explanation, recommendation, usage instructions, workaround instructions, or by advising you of an available release that addresses the issue.

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 issue resolved.

GitHub Enterprise Support may close issues if they're outside the scope of support or if multiple attempts to contact you have gone unanswered. If an incident is closed due to lack of response, you can request that it be reopened.

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

Our GitHub Enterprise Support team observes these U.S. holidays, although our global support team is available to answer urgent tickets.

U.S. holiday Date observed in 2018
New Year's Day January 1
Martin Luther King, Jr. Day Third Monday in January
Presidents' Day Third Monday in February
Memorial Day Last Monday in May
Independence Day July 4
Labor Day First Monday in September
Veterans Day November 12
Thanksgiving Day Fourth Thursday in November
Day after Thanksgiving Fourth Friday in November
Christmas Eve December 24
Christmas Day December 25
Day after Christmas December 26
New Year's Eve December 31

Holidays in Japan

Our GitHub Enterprise Support team does not provide Japanese-language support on December 28th through January 3rd as well as these holidays.

Japanese holiday Date in 2018
元日 2018年1月01日(月)
成人の日 2018年1月08日(月)
建国記念の日 2018年2月11日(日)
振替休日 2018年2月12日(月)
春分の日 2018年3月21日(水)
昭和の日 2018年4月29日(日)
振替休日 2018年4月30日(月)
憲法記念日 2018年5月03日(木)
みどりの日 2018年5月04日(金)
こどもの日 2018年5月05日(土)
海の日 2018年7月16日(月)
山の日 2018年8月11日(土)
敬老の日 2018年9月17日(月)
秋分の日 2018年9月23日(日)
振替休日 2018年9月24日(月)
体育の日 2018年10月08日(月)
文化の日 2018年11月03日(土)
勤労感謝の日 2018年11月23日(金)
天皇誕生日 2018年12月23日(日)
振替休日 2018年12月24日(月)

Further reading