Notes:
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The terms of GitHub Premium Support are subject to change without notice and are effective as of November 2021.
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When you use GitHub's support offerings, the terms of your Agreement, the GitHub Privacy Statement, and the GitHub Data Protection Agreement apply. By Agreement, we mean your main agreement with us — i.e. the GitHub Corporate Terms of Service, the GitHub Customer Agreement, or your Microsoft volume licensing agreement.
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� 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 operation | 24 x 7 | 24 x 7 |
| Initial response time |
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| Support channels |
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| Training | Access to premium content |
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| Members with support entitlements | 10 | 25 |
| Resources | Priority ticket handling |
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| Scheduled checks | Bi-annual health check and reporting |
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| Administration assistance | 4 hours per month |
Notes:
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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.
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You can generate a Health Check at any time by uploading a support bundle. For more information, see "Generating a Health Check for your enterprise."
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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.
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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� が支援できるスコープ外� った� �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
- Hardware setup
- 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� の設定
- Open source projects
- LGTM cluster design
- 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� �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 level | Initial response time |
|---|---|
| Urgent | 30 minutes |
| High | 4 hours |
GitHub Enterprise Server リリースをインストールする
your GitHub Enterprise Server instance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
| Priority | Description | Examples |
|---|---|---|
| Urgent | Production 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. |
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| High | Account or security issues with your organization or enterprise on GitHub Enterprise Cloud are causing limited impact to your business. |
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| Normal | Members 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. |
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| Low | You 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. |
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Ticket priorities for GitHub Enterprise Server
| 優先度 | 説明 | サンプル |
|---|---|---|
| Urgent | GitHub 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。 |
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| High | GitHub 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 |
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| Normal | GitHub 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。 |
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| Low | GitHub Enterprise Serverに関して、時間の問題がない、あるいはチー� の生産性を阻害していない疑問や提案がある。 |
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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 your GitHub Enterprise Server instance
- 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 ページ.