About GitHub Support
The support options available to GitHub users depend on the products used by their personal accounts, any organizations or enterprises they are members of, and any GitHub Enterprise Server instances they manage. Each product includes a default level of support and accounts that use GitHub Enterprise can purchase GitHub Premium Support.
| GitHub Community Support | Standard support | Premium support | |
|---|---|---|---|
| GitHub Free | |||
| GitHub Pro | |||
| GitHub Team | |||
| GitHub Enterprise Cloud | Available to purchase | ||
| GitHub Enterprise Server | Available to purchase |
GitHub Enterprise のお客様は、GitHub Enterprise サポート のメリットに加え、次を提供する GitHub Premium Support を購入することができます。
- 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
- 1 日 24 時間、週 7 日のサポート ポータルを介したコールバック要求による電話サポート (英語)
- 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)
- エスカレーション管理
- GitHub Support ポータル でチケットの進行状況をエスカレートする機能
- 必要なすべての GitHub パーティを調整して緊急チケットを解決する、インシデント コーディネーターの専門チーム
- プレミアムコンテンツへのアクセス
- 正常性チェック
- アプリケーション アップグレードのサポート: GitHub Enterprise Server をアップグレードする前に、アップグレード計画、プレイブック、その他のドキュメントを確認し、お客様の環境に固有の質問に回答します (Premium Plus plan / GitHub Engineering Direct のみ)
- 技術的な相談時間 (Premium Plus plan / GitHub Engineering Direct のみ)
For more information, see "About GitHub Premium Support."
Before contacting GitHub Support, check if there are currently any incidents affecting services on GitHub Enterprise Cloud on GitHub Status. For more information, see "About GitHub status."
With GitHub Enterprise Cloud, you have access to support in English and Japanese.
You can translate your support ticket into Chinese (Simplified), French, German, Japanese, Portuguese (Brazil), or Spanish. For more information, see "Viewing and updating support tickets."
To contact GitHub Support, visit the GitHub Support ポータル. For more information, see "Creating a support ticket."
Email communication from GitHub Support will always be sent from either a github.com or githubsupport.com address.
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。
- Jira
- CI/CD (Jenkins など)
- スクリプトの記述
- SAML ID プロバイダーなどの外部認証システムの構成
- オープン ソース プロジェクト
- 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。
About GitHub status
You can check for any incidents currently affecting GitHub Enterprise Cloud services and view information about past incidents on GitHub's Status page.
You can also subscribe and get alerted via email, text message, and webhook whenever there's an incident affecting GitHub Enterprise Cloud.
About support entitlement
Enterprise owners and billing managers automatically have a support entitlement, which enables them to create, view, and comment on support tickets associated with their enterprise account.
Enterprise owners can also add support entitlements to members of organizations owned by their enterprise account, allowing those members to create, view, and comment on support tickets. For more information, see "Managing support entitlements for your enterprise."
Granting GitHub Support temporary access to a private repository
If GitHub Support needs to access a private repository to address your support request, the owner of the repository will receive an email with a link to accept or decline temporary access. The owner will have 20 days to accept or decline the request before the request expires. If the owner accepts the request, GitHub Support will have access the repository for five days. During this window, GitHub Support staff with the required privileges can unlock the repository for up to two hours at a time, and will relock the repository if the work is completed early. All GitHub Support staff access generates audit log events, and the visibility of the repository is not affected at any time.
GitHub Support will never access your private repositories without your explicit consent. For more information, see the Terms of Service.
Contacting GitHub Sales and GitHub Training
For pricing, licensing, renewals, quotes, payments, and other related questions, contact GitHub の営業チーム or call +1 (877) 448-4820.
To learn more about training options, including customized trainings, see GitHub's training site.
Note: Training is included in the Premium Plus plan / GitHub Engineering Direct. For more information, see "About GitHub Premium Support."
Hours of operation
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.
Support in Japanese
For standard 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 a complete list of U.S. and Japanese national holidays observed by GitHub Enterprise サポート, see "Holiday schedules."
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
GitHub Enterprise サポート observes these U.S. holidays, although our global support team is available to answer urgent tickets.
| アメリカ合衆国の祝日 | 対象となる日付 |
|---|---|
| New Year's Day | 1 月 1 日 |
| Martin Luther King, Jr. Day | Third Monday in January |
| Presidents' Day | Third Monday in February |
| メモリアル デー | Last Monday in May |
| Independence Day | July 4 |
| レイバー デー | First Monday in September |
| Veterans Day | 11 月 11 日 |
| 感謝祭 | Fourth Thursday in November |
| 感謝祭翌日 | Fourth Friday in November |
| クリスマス イブ | 12 月 23 日 |
| クリスマス | December 24 |
| New Year's Eve | December 31 |
Holidays in Japan
GitHub Enterprise サポート does not provide Japanese-language support on December 28th through January 3rd as well as on the holidays listed in 国民の祝日について - 内閣府.
Resolving and closing support tickets
GitHub Enterprise サポート は、説明、推薦事項、利用方法の指示、回避策の指示。
GitHub Enterprise サポートは、チケットがサポートの範囲外の場合、あるいは複数回の連絡に対して返答がいただけなかった場合、チケットをクローズすることがあります。 反応がなかったことによってGitHub Enterprise サポートがチケットをクローズした場合、GitHub Enterprise サポートにチケットをサイドオープンするようリクエストできます。