About GitHub Premium Support

About GitHub Premium Support

GitHub Enterprise のお客様は、GitHub Enterprise サポート のメリットに� 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� 
• プレミア� 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)

GitHub Premium Support plans

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

	Premium plan	Premium Plus plan / GitHub Engineering Direct
Hours of operation	24 x 7	24 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 Screen share request for critical issues	Online ticket submission Phone support in English via callback request Screen share request for critical issues
Training	Access to premium content	Access to premium content 1 virtual training class per year
Members with support entitlements	20	20
Resources	Priority ticket handling	Priority ticket handling Named Customer Reliability Engineer
Health Checks	Unlimited automated Health Check reports (see "Generating a Health Check for your enterprise")	Unlimited automated Health Check reports (see "Generating a Health Check for your enterprise") Quarterly enhanced Health Checks, with findings, interpretations, and recommendations from a Customer Reliability Engineer (by request)
Technical advisory hours	None	4 hours per month
Application upgrade assistance	None	By request
Cloud planning	None	By request

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。

• Jira などのサードパーティの統合
• ハードウェアのセットアップ
• 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� の構成
• オープン ソース プロジェクト
• LGTM クラスターの設計
• 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 ポータル 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

Installing GitHub Enterprise Server releases

To ensure that your GitHub Enterprise Server instance is stable, you must install and implement GitHub Enterprise Server releases. Installing GitHub Enterprise Server releases ensures that you have the latest features, modifications, and enhancements as well as any updates to features, code corrections, patches or other general updates and fixes to GitHub Enterprise Server.

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
• Ticket priorities for GitHub Enterprise Server

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.	Errors or outages on GitHub.com affect core Git or web application functionality for all members of your organization or enterprise
High	Account 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
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.	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
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.	Excessive resource usage for your organization or enterprise Requests for health checks Help with using Gists, notifications, wikis, GitHub Pages, GitHub Desktop, 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	例
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。	すべてのユーザーについて、中� �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
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	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
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。	テストあるいはステージング環境での問題 GitHub Enterprise Server API および機能を使用するにあたってのアドバイス、またはご自分のインスタンスからサードパーティを統合するにあたっての構成の質問 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� �告 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
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。	機能のリクエスト 製品フィードバック ヘルスチェックのリクエスト（現時点ではPremium plan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 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 ポータル.