Understanding enterprise support

Learn about the various Support GitHub offerings available to you.

Dans cet article

About Support GitHub

Standard Support GitHub is provided as part of your GitHub Enterprise subscription and offers a comprehensive set of support and management features tailored for large businesses and teams. See À propos du support GitHub.

GitHub Enterprise customers can also purchase Support Premium GitHub.

About Support Premium GitHub

Support Premium GitHub is a paid, supplemental support offering that is ideal for organizations requiring higher priority support, faster response times, dedicated account management, and 24/7 comprehensive support. In addition to all of the benefits of standard Support GitHub Enterprise, Support Premium GitHub offers:

  • 24/7 availability: Ensures that support is available at any time, day or night, including holidays, which is crucial for organizations operating globally or with mission-critical applications.

  • Faster response and resolution times: Accelerated response times for support requests mean that critical issues are addressed and resolved more quickly, minimizing downtime and disruption.

  • Escalation management: Dedicated escalation management ensures that complex issues are addressed promptly and efficiently, with a clear path for escalating critical incidents.

  • Early access to new features: Participation in beta programs and early access to new features allows you to stay ahead of the curve with the latest GitHub innovations.

There are two support plans available with Support Premium GitHub:

  • Premium plan: Includes priority ticket handling, access to premium content, and more.

  • Premium Plus plan / GitHub Engineering Direct/GitHub Engineering Direct: Includes all Premium Plan benefits plus additional features such as named Customer Reliability Engineer (CRE), quarterly enhanced health checks, technical advisory hours, and application upgrade assistance.

For detailed information about Support Premium GitHub and the two support plans, see À propos du Support Premium GitHub.

Contacting Support GitHub

To contact Support GitHub, visit the Portail de support GitHub. For more information, see Création d’un ticket de support.

Anyone can use the Portail de support GitHub to view and manage support tickets about GitHub, but there are special steps to follow before using the Portail de support GitHub to create tickets about an enterprise account. See Prise en main du portail de support GitHub dans votre entreprise.

Next steps