About GitHub Premium Support

GitHub Premium Support is a paid, supplemental support offering for GitHub Enterprise customers.

Notes:

About GitHub Premium Support

In addition to all of the benefits of GitHub Enterprise Support, GitHub Enterprise customers can purchase GitHub Premium Support, which offers:

  • GitHub Enterprise サポートページを通じた文面 (英語) での 24 時間 365 日のサポート
  • Phone support via callback request, in English, through our support portal 24 hours per day, 7 days per week
  • 初回応答時間が保証されるサービスレベルアグリーメント (SLA)
  • プレミアムコンテンツへのアクセス
  • Scheduled Health Checks
  • Administration assistance hours

GitHub Premium Support plans

There are two GitHub Premium Support plans: Premium and Premium Plus / GitHub Engineering Direct.

Premium プランPremium Plus plan / GitHub Engineering Direct
Hours of operation24 x 724 x 7
Initial response time
  • 30 minutes for Urgent
  • 4 hours for High
  • 30 minutes for Urgent
  • 4 hours for High
Support channels
  • Online ticket submission
  • Phone support in English via callback request
  • 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
Scheduled checksBi-annual health check and reporting
  • Quarterly health check and reporting
  • Quarterly account reviews
Administration assistance4 hours per month

Notes:

  • Scheduled checks are limited to one organization per term. You can add scheduled checks for additional organizations at any time for an additional fee by contacting our account management team or calling +1 (877) 448-4820.

  • 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.

  • 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."

Signing up for GitHub Premium Support

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

Scope of support

サポートリクエストが弊社のチームが支援できるスコープ外だった場合、GitHub Support外で問題を解決するための次のステップをおすすめすることがあります。 サポートリクエストが主に以下の内容に関するものであれば、おそらくGitHub Supportのスコープ外になります。

  • Third party integrations, such as Jira
  • JenkinsのようなCI/CD
  • スクリプトの作成
  • SAMLアイデンティティプロバイダなどの外部の認証システムの設定
  • Open source projects
  • CodeQLの新しいクエリの作成あるいはデバッグ

問題がスコープ外か判断できない場合は、チケットをオープンしてもらえれば先へ進むための最善の方法を定めるための支援をいたします。

Contacting GitHub Premium Support

GitHub Premium Support customers can use the GitHub Support ページ to report issues in writing, in English.

Hours of operation

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

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 GitHub Premium Support sets the priority level of the ticket. A response does not mean the issue has been resolved.

Ticket priority levelInitial response time
Urgent30 minutes
High4 hours

GitHub Enterprise Server リリースをインストールする

GitHub.comの安定を保証するには、GitHub Enterprise Server リリースをインストールして実行しなければなりません。 GitHub Enterprise Server リリースをインストールすることで、最新の機能、修正、拡張とともに、機能へのアップデート、コードの修正、パッチ、あるいはその他のGitHub Enterprise Serverに対する一般的なアップデートや修正が確実に入手できます。

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 GitHub Premium Support.

Assigning a priority to a support ticket

When you contact GitHub Premium Support, you can choose one of four priorities for the ticket: Urgent, High, Normal, or Low.

Ticket priorities for GitHub Enterprise Cloud

PriorityDescriptionExamples
UrgentProduction workflows for your organization or enterprise on GitHub Enterprise Cloud 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
HighAccount or security issues with your organization or enterprise on GitHub Enterprise Cloud 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 GitHub Enterprise Cloud 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
LowYou have a question or suggestion about your organization or enterprise on GitHub Enterprise Cloud 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, GitHub Pages, GitHub Desktop, Atom, or other peripheral services or features with your organization or enterprise
  • Feature requests
  • Product feedback

Ticket priorities for GitHub Enterprise Server

優先度説明サンプル
UrgentGitHub Enterprise Serverがプロダクション環境で障害を起こしており、その障害が直接的にビジネスの運用に影響している。

優先度がUrgentのチケットに対するサポートは、英語でのみ利用できます。
  • すべてのユーザーについて、中核的なGitあるいはWebアプリケーションの機能に影響するエラーもしくは中断
  • ユーザーの大多数についての重大なパフォーマンスの低下
  • ストレージがフル、もしくは急速に埋まりつつある
  • 更新されたライセンスファイルをインストールできない
  • セキュリティインシデント
  • 既知の回避策がない、インスタンスへの管理アクセスの喪失
  • プロダクション環境へのバックアップのリストアの失敗
HighGitHub Enterprise Serverがプロダクション環境で障害を起こしているが、ビジネスへの影響は限定的
  • 多くのユーザの生産性を引き下げるパフォーマンスの低下
  • High Availability (HA)もしくはクラスタノードの障害による冗長性の低下
  • インスタンスのバックアップの失敗
  • プロダクション環境へのリストアが成功しないかもしれないテストあるいはステージング環境へのリストアの失敗
NormalGitHub Enterprise Serverにおいて限定的あるいは中程度の問題が生じているか、インスタンスの運用に関する一般的な懸念もしくは疑問がある。
  • テストあるいはステージング環境での問題
  • Advice on using GitHub APIs and features, or questions about configuring third-party integrations from your instance
  • GitHubが提供しているユーザデータ移行のためのツールについての問題
  • アップグレード
  • バグのレポート
  • 期待どおりに動作していない機能
  • 一般的なセキュリティに関する疑問
LowGitHub Enterprise Serverに関して、時間の問題がない、あるいはチームの生産性を阻害していない疑問や提案がある。
  • 機能リクエスト
  • 製品のフィードバック
  • ヘルスチェックのリクエスト(現時点ではPremium プランの顧客のみ利用可能)
  • インスタンス上の計画されたメンテナンスのGitHubへの通知

Resolving and closing support tickets

GitHub Premium Support 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, GitHub Premium 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 Premium Support may consider the ticket solved.

GitHub Premium 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 Premium Support closes a ticket due to lack of response, you can request that GitHub Premium Support 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 GitHub Premium Support 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 GitHub Premium Support 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 GitHub.com
  • 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.)
  • Name of GitHub Enterprise Cloud organization
  • Ticket numbers

Accessing premium content

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

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