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About GitHub Premium Support

Soporte prémium de GitHub is a paid, supplemental support offering for GitHub Enterprise customers.

Notes:

About Soporte prémium de GitHub

Adicionalmente a todos los beneficios de Soporte para GitHub Enterprise, los clientes de GitHub Enterprise pueden comprar Soporte prémium de GitHub, el cual ofrece:

  • Soporte técnico por escrito, en inglés, a través del portal de soporte de 24 horas al día, 7 días a la semana.
  • Soporte vía telefónica a través de solicitud de devolución de llamada, en inglés, o mediante nuestro portal de soporte 24 horas al día, 7 días por semana
  • Un Acuerdo de nivel de servicio (SLA) con tiempos de respuesta iniciales garantizados.
  • Escalation management
    • The ability to escalate ticket progression in the Portal de soporte de GitHub
    • A dedicated team of Incident Coordinators who orchestrate all necessary GitHub parties to resolve urgent tickets
  • Acceso a contenido prémium.
  • 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)
  • Cloud planning: Customer Success Managers and Customer Success Architects help you plan your journey to the cloud (Premium Plus Plan/GitHub Engineering Direct only)
  • Technical advisory hours (Premium Plus Plan/GitHub Engineering Direct only)

Soporte prémium de GitHub plans

There are two Soporte prémium de GitHub plans: Premium and Premium Plus / GitHub Engineering Direct.

Plan prémiumPremium Plus Plan/GitHub Engineering Direct
Hours of operation24 x 724 x 7
Initial response time
  • 30 minutes for Urgente
  • 4 hours for Alto
  • 30 minutes for Urgente
  • 4 hours for Alto
Support channels
  • Online ticket submission
  • Phone support in English via callback request
  • Screen share for critical issues
  • Online ticket submission
  • Phone support in English via callback request
  • Screen share for critical issues
TrainingAccess to premium content
  • Access to premium content
  • 1 virtual training class per year
Members with support entitlements1025
ResourcesPriority ticket handling
  • Priority ticket handling
  • Named Customer Reliability Engineer
Health ChecksUnlimited automated Health Check reports (see "Generating a Health Check for your enterprise")
  • Unlimited automated Health Check reports (see "Generating a Health Check for your enterprise")
  • Unlimited enhanced Health Checks, with findings, interpretations, and recommendations from a Customer Reliability Engineer (by request)
Technical advisory hoursNone4 hours per month
Application upgrade assistanceNoneBy request
Cloud planningNoneBy request

Notes:

  • Enterprise owners and billing managers automatically have a support entitlement. Enterprise owners can add support entitlements to members of organizations owned by their enterprise account. For more information, see "Managing support entitlements for your enterprise."

  • For the Premium Plus Plan/GitHub Engineering Direct, 50% of unused Managed Services hours roll over to the next month and expire at the end of the quarter.

Signing up for Soporte prémium de GitHub

To sign up for Soporte prémium de GitHub or upgrade your plan, you can contact our account management team or call +1 (877) 448-4820.

Scope of support

Si tu solicitud de soporte técnico está fuera del alcance de lo que puede hacer nuestro equipo para ayudarte, podemos recomendarte los siguientes pasos para resolver el problema por fuera del Soporte de GitHub. Es probable que tu solicitud de soporte técnico esté fuera del alcance de Soporte de GitHub si se trata principalmente de lo siguiente:

  • Integraciones de terceros, tales como Jira
  • Configuración de hardware
  • CI/CD, como Jenkins
  • Escribir scripts
  • Configuración de sistemas de autenticación externos, como proveedores de identidad SAML
  • Poryectos de código abierto
  • Diseño de clúster LGTM
  • Crear o depurar el código de nuevas consultas para CodeQL

Si no estás seguro de si el problema está fuera de nuestro alcance, abre un ticket y nos complacerá ayudarte a determinar la mejor manera de continuar.

Contacting Soporte prémium de GitHub

Soporte prémium de GitHub customers can use the GitHub Support portal to report issues in writing, in English.

Hours of operation

Soporte prémium de GitHub is available 24 hours a day, 7 days per week. If you purchased Soporte prémium de GitHub prior to September 17, 2018, support is limited during holidays. For more information on holidays Soporte prémium de GitHub observes, see the holiday schedule at "About Soporte de GitHub."

Service Level Agreement response times

For tickets you submit, support is available 24 hours a day, 7 days per week. The initial response time guaranteed by the SLA is dependent on the priority level of the ticket. Response time begins when Soporte prémium de GitHub sets the priority level of the ticket. A response does not mean the issue has been resolved.

Ticket priority levelInitial response time
Urgente30 minutes
Alto4 hours

Instalar lanzamientos de GitHub Enterprise Server

Para asegurar que el tu instancia de GitHub Enterprise Server sea estable, debes instalar e implementar lanzamientos de GitHub Enterprise Server. Instalar lanzamientos del GitHub Enterprise Server garantiza que tengas las últimas características, modificaciones y mejoras así como también cualquier actualización a características, correcciones de código, patch u otras actualizaciones y correcciones generales para el GitHub Enterprise Server.

You must install the minimum supported version of GitHub Enterprise Server pursuant to the Supported Releases section of your applicable license agreement within 90 days of placing an order for Soporte prémium de GitHub.

Assigning a priority to a support ticket

When you contact Soporte prémium de GitHub, you can choose one of four priorities for the ticket: Urgente, Alto, Normal, or Bajo.

Ticket priorities for Nube de GitHub Enterprise

PriorityDescriptionExamples
UrgenteProduction workflows for your organization or enterprise on Nube de GitHub Enterprise are failing due to critical service errors or outages, and the failure directly impacts the operation of your business.
  • Errors or outages on GitHub.com affect core Git or web application functionality for all members of your organization or enterprise
AltoAccount or security issues with your organization or enterprise on Nube de GitHub Enterprise are causing limited impact to your business.
  • An organization or enterprise owner has unintentionally deleted an organization
  • An organization or enterprise member has uploaded sensitive data in a commit, issue, pull request, or issue attachment
NormalMembers of your organization or enterprise on Nube de GitHub Enterprise are experiencing limited or moderate issues with GitHub.com, or you have general concerns or questions about your organization or enterprise.
  • Questions about using APIs and features for your organization or enterprise
  • Issues with tools for organization data migration that GitHub provides
  • Features related to your organization or enterprise not working as expected
  • General security questions about your organization or enterprise
BajoYou have a question or suggestion about your organization or enterprise on Nube de GitHub Enterprise that is not time-sensitive, or does not otherwise block the productivity of your team.
  • Excessive resource usage for your organization or enterprise
  • Requests for health checks
  • Help with using Gists, notifications, wikis, Páginas de GitHub, GitHub Desktop, Atom, or other peripheral services or features with your organization or enterprise
  • Feature requests
  • Product feedback

Ticket priorities for GitHub Enterprise Server

PrioridadDescripciónEjemplos
UrgenteGitHub Enterprise Server está fallando en un ambiente productivo, y dicha falla impacta en la operación de tu negocio.

El soporte para tickets con prioridad Urgente se encuentra disponible únicamente en inglés.
  • Errores o suspensiones que afectan la funcionalidad central de Git o de la aplicación web para todos los usuarios
  • Degradación grave de rendimiento para la mayoría de los usuarios
  • Almacenamiento agotado, o que se llena muy rápidamente
  • Incapacidad para instalar un archivo de licencia renovado
  • Incidente de seguridad
  • Pérdida de acceso administrativo para la instancia sin solución alternativa conocida
  • Falla para restaurar un respaldo en un ambiente productivo
AltoGitHub Enterprise Server está fallando en un ambiente productivo, pero el impacto a tu negocio es limitado.
  • Degradación del rendimiento que reduce la productividad para muchos usuarios
  • Redundancia reducida por fallo en la Alta Disponibilidad (HA) o nodos de agrupación
  • Fallo en respaldar la instancia
  • Fallo para restaurar un respaldo en un ambiente de prueba o de montaje que podría poner en riesgo la restauración exitosa a un ambiente productivo
NormalEstás experimentando problemas limitados o moderados con GitHub Enterprise Server, o tienes preocupaciones o dudas generales sobre la operación de tu instancia.
  • Problemas en un ambiente de pruebas o de montaje
  • Consejos para utilizar las API y características de GitHub Enterprise Server o preguntas sobre cómo configurar las integraciones de terceros desde tu instancia
  • Problemas con las herramientas para la migración de datos de usuario que proporciona GitHub
  • Actualizaciones
  • Reporte de errores
  • Características que no funcionan como se espera
  • Preguntas generales sobre seguridad
BajoTienes una pregunta o sugerencia acerca de GitHub Enterprise Server que no es urgente o que no bloquea la productividad de tu equipo de otra forma.
  • Solicitudes de características
  • Retroalimentación de producto
  • Solicitudes de verificación de estado (por el momento, únicamente disponible para clientes con un Plan prémium)
  • Notificar a GitHub sobre mantenimiento planeado para tu instancia

Resolving and closing support tickets

Soporte prémium de GitHub may consider a ticket solved after providing an explanation, recommendation, usage instructions, workaround instructions, or by advising you of an available GitHub Enterprise Server release that addresses the issue.

If you use a custom or unsupported plug-in, module, or custom code, Soporte prémium de GitHub 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, Soporte prémium de GitHub may consider the ticket solved.

Soporte prémium de GitHub may close a ticket if the ticket is outside the scope of support or if multiple attempts to contact you have gone unanswered. If Soporte prémium de GitHub closes a ticket due to lack of response, you can request that Soporte prémium de GitHub reopen the ticket.

Receiving credits for missed responses to support tickets

If you don't receive an initial response within the guaranteed response time to more than four tickets in a given quarter based on GitHub's fiscal year, you're eligible for a credit. To honor the SLA, GitHub will refund 20% of the quarterly Soporte prémium de GitHub fee in cash. To receive the refund, you must submit a credit request.

The credit request must be made within 30 days of the end of the quarter during which Soporte prémium de GitHub did not respond to your tickets within the designated response time. Credit requests will not be honored if the respective deadline has passed. Once the respective deadline passes, you have waived the ability to claim a refund for the qualified credit.

To receive a refund, you must submit a completed credit request to supportcredits@github.com. To be eligible, the credit request must:

  • Be sent from an email address associated with your account on tu instancia de GitHub Enterprise Server
  • Be received by GitHub by the end of the 30th day after the quarter in which the four qualifying credits occurred
  • Include "Credit Request" in the subject line

The following information must be included in your credit request:

  • Date (The date must be within 30 days after the quarter based on GitHub’s fiscal year end in which the claims occurred [January 31, April 30, July 31, or October 31].)
  • Customer contact (You must specify both name and email address.)
  • Customer address
  • Qualifying credits (You must provide the date of each qualifying credit and the associated ticket number.)
  • Ticket numbers

Accessing premium content

You can access premium content by signing in to the GitHub Support portal.