Understanding enterprise support

Learn about the various Suporte do GitHub offerings available to you.

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About Suporte do GitHub

Standard Suporte do GitHub is provided as part of your GitHub Enterprise subscription and offers a comprehensive set of support and management features tailored for large businesses and teams. See Sobre o suporte do GitHub.

GitHub Enterprise customers can also purchase Suporte do GitHub Premium.

About Suporte do GitHub Premium

Suporte do GitHub Premium is a paid, supplemental support offering that is ideal for organizations requiring higher priority support, faster response times, dedicated account management, and 24/7 comprehensive support. In addition to all of the benefits of standard Suporte do GitHub Enterprise, Suporte do GitHub Premium offers:

  • 24/7 availability: Ensures that support is available at any time, day or night, including holidays, which is crucial for organizations operating globally or with mission-critical applications.

  • Faster response and resolution times: Accelerated response times for support requests mean that critical issues are addressed and resolved more quickly, minimizing downtime and disruption.

  • Escalation management: Dedicated escalation management ensures that complex issues are addressed promptly and efficiently, with a clear path for escalating critical incidents.

  • Early access to new features: Participation in beta programs and early access to new features allows you to stay ahead of the curve with the latest GitHub innovations.

There are two support plans available with Suporte do GitHub Premium:

  • Premium plan: Includes priority ticket handling, access to premium content, and more.

  • Premium Plus plan / GitHub Engineering Direct/GitHub Engineering Direct: Includes all Premium Plan benefits plus additional features such as named Customer Reliability Engineer (CRE), quarterly enhanced health checks, technical advisory hours, and application upgrade assistance.

For detailed information about Suporte do GitHub Premium and the two support plans, see Sobre suporte premium do GitHub.

Contacting Suporte do GitHub

To contact Suporte do GitHub, visit the Portal de Suporte do GitHub. For more information, see Criando um tíquete de suporte.

Anyone can use the Portal de Suporte do GitHub to view and manage support tickets about GitHub, but there are special steps to follow before using the Portal de Suporte do GitHub to create tickets about an enterprise account. See Como começar a usar o portal de suporte do GitHub na empresa.

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