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 |
You can contact GitHub Enterprise Support through the GitHub Support ページ for help with:
- Installing and using GitHub Enterprise Server
- Identifying and verifying the causes of suspected errors
- Installing and using Advanced Security
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)
- Escalation management
- The ability to escalate ticket progression in the GitHub Support ページ
- A dedicated team of Incident Coordinators who orchestrate all necessary GitHub parties to resolve urgent tickets
- プレミア� コンテンツへのアクセス
- 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)
For more information, see "About GitHub Premium Support."
With GitHub Enterprise Server, you have access to support in English and Japanese.
To contact GitHub Support, visit the GitHub Support ページ. 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� 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。
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."
Contacting GitHub Sales and GitHub Training
For pricing, licensing, renewals, quotes, payments, and other related questions, contact GitHubの営業チー� 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.
For urgent issues, we are available 24 hours per day, 7 days per week, even during national U.S. holidays.
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 urgent issues, we offer support in English 24 hours per day, 7 days per week, even during national U.S. holidays.
For a complete list of U.S. and Japanese national holidays observed by GitHub Enterprise Support, 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 Support 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 祝日 | 対象となる日付 |
|---|---|
| New Year's Day | January 1 |
| Martin Luther King, Jr. Day | Third Monday in January |
| Presidents' Day | Third Monday in February |
| Memorial Day | Last Monday in May |
| Independence Day | July 4 |
| Labor Day | First Monday in September |
| Veterans Day | November 11 |
| Thanksgiving Day | Fourth Thursday in November |
| Day after Thanksgiving | Fourth Friday in November |
| Christmas Eve | December 23 |
| Christmas Day | December 24 |
| New Year's Eve | December 31 |
Holidays in Japan
GitHub Enterprise Support 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.
GitHub Enterprise Server リリースをインストールする
GitHub Enterprise Serverインスタンス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。
Resolving and closing support tickets
GitHub Enterprise Supportは、説明、推薦事� �、利用方法の指示、回避策の指示あるいはその問題に対処している利用可能なリリースのアドバイスの提供を持って、チケットが解決したものと見なすことがあります。
If you have installed additional third-party software on, or made modifications to, GitHub Enterprise Server outside of the recommendations of GitHub Enterprise Support, GitHub Enterprise Support may ask you to remove the software and/or modifications while attempting to resolve the issue. If the problem is fixed when the unsupported software or modifications have been removed, GitHub Enterprise Support may consider the ticket solved.
GitHub Enterprise Supportは、チケットがサポートの範囲外の� �合、あるいは複数回の連絡に対して返答がいた� けなかった� �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 Supportがチケットをクローズした� �合、GitHub Enterprise Support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。
Further reading
- Section 10 on Support in the "GitHub Enterprise Server License Agreement"
- "Creating a support ticket"
- "Viewing and updating support tickets"