Help GitHub Enterprise Support help you faster by following these suggestions before you open a support ticket.

Before submitting an incident, you should:

  • Obtain information that can help GitHub Enterprise Support track, prioritize, reproduce, or investigate the incident.
  • Reproduce the incident if applicable and be prepared to share the steps.
  • Be prepared to provide a full description of the issue and expected results.
  • Copy exact wording of all error messages related to your issue.
  • Determine if there is an existing incident number in any ongoing communications with GitHub Enterprise Support.
  • Determine the best person to contact GitHub Enterprise Support.

Choosing a contact person

Especially for urgent incidents, the person contacting GitHub Enterprise Support should:

  • Be knowledgeable in your internal systems, tools, policies, and practices.
  • Be a proficient user of GitHub Enterprise.
  • Have full access and permissions to any services that are required to troubleshoot the incident.
  • Be authorized to make the recommended changes to your network and any applicable products.