Versão do artigo: Enterprise Server 2.17
Sobre o suporte Premium do GitHub para o GitHub Enterprise
O Suporte do GitHub Premium é uma opção de suporte complementar pago oferecida aos clientes do GitHub Enterprise.
Os termos do Suporte do GitHub Premium estão sujeitos a alteração sem aviso prévio e entram em vigor a partir de julho de 2019.
Este artigo contém os termos do Suporte do GitHub Premium para clientes do GitHub Enterprise que compraram o GitHub Enterprise Server e o GitHub Enterprise Cloud juntos. Os termos do Suporte do GitHub Premium podem ser diferentes para clientes que compram os produtos separadamente. Para obter mais informações, consulte "Sobre oSuporte do GitHub Premium para GitHub Enterprise Server" e "Sobre oSuporte do GitHub Premium para GitHub Enterprise Cloud".
The terms of this article do not apply to support for Advanced Security. For more information, see "About support for Advanced Security."
For customers who purchase GitHub One, support terms for the Premium Plus plan / GitHub Engineering Direct differ for GitHub Actions, GitHub Insights, GitHub Learning Lab, and GitHub Package Registry.
Além de todos os benefícios do Suporte do GitHub Enterprise, o Suporte do GitHub Premium oferece:
- Suporte gravado, em inglês, por meio do nosso portal de suporte 24 horas por dia, 7 dais por semana
- Suporte por telefone, em inglês, 24 horas por dias, 7 dias por semana
- Um Contrato de nível de serviço (SLA, Service Level Agreement) com tempos de resposta inicial garantidos
- Acesso a conteúdo premium
- Verificação de integridade agendadas
- Serviços gerenciados
There are two Suporte do GitHub Premium plans: Premium and Premium Plus / GitHub Engineering Direct.
|Plano Premium||Premium Plus plan / GitHub Engineering Direct|
|Horas de operação||24 x 7||24 x 7|
With GitHub One, hours of operation differ for some features. For more information, see "Hours of operation."
|Initial response time|
|Treinamentos||Acesso a conteúdo premium|
|Recursos||Priority ticket handling|
|Scheduled checks||Bi-annual health check and reporting|
|Administration||4 hours of Managed Services per month|
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.
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.
If your support request is outside of the scope of what our team can help you with, we may recommend next steps to resolve your issue outside of Suporte do GitHub. Your support request is possibly out of Suporte do GitHub's scope if it's primarily about:
- Third party integrations
- Hardware setup
- CI/CD, such as Jenkins
- Writing scripts
- Configuration of external authentication systems, such as SAML identity providers
- Open Source projects
If you're uncertain if the issue is out of scope, open a ticket and we're happy to help you determine the best way to proceed. Para obter mais informações, consulte "Entrar em contato com o Suporte do GitHub Enterprise Server".
Suporte do GitHub Premium customers can use the Portal de suporte do Enterprise to report issues in writing, in English and Japanese. You can also receive English-language support over the phone. For the Suporte do GitHub Premium phone number, see "24x7 Phone Support" in the Portal de suporte do Enterprise.
O Suporte do GitHub Premium está disponível 24 horas por dia, 7 dias por semana.
For customers who purchase GitHub One, support for GitHub Actions, GitHub Insights, GitHub Learning Lab, and GitHub Package Registry is available 24 hours a day, 5 days per week, excluding weekends and national U.S. holidays. The standard response time is 1 business day.
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 Suporte do GitHub Premium sets the priority level of the ticket. A response does not mean the issue has been resolved.
For customers who purchase GitHub One, the SLA for initial response time by Suporte do GitHub Premium does not apply to tickets for GitHub Actions, GitHub Insights, GitHub Learning Lab, or GitHub Package Registry.
|Ticket priority level||Initial response time|
To ensure that sua instância do GitHub Enterprise Server 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.
Você deve instalar a versão mínima compatível do GitHub Enterprise Server conforme a seção Versões compatíveis do seu contrato de licença em até 90 dias após o pedido do Suporte do GitHub Premium.
When you contact Suporte do GitHub Premium, you can choose one of four priorities for the ticket: Urgente, Alto, Normal, or Baixo.
|Urgente||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.|
Support for tickets with Urgente priority is only available in the English language.
|Alto||Account or security issues with your organization or enterprise on GitHub Enterprise Cloud are causing limited impact to your business.|
|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.|
|Baixo||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.|
|Urgente||GitHub Enterprise Server is failing in a production environment, and the failure directly impacts the operation of your business.|
Support for tickets with Urgente priority is only available in the English language.
|Alto||GitHub Enterprise Server is failing in a production environment, but impact on your business is limited.|
|Normal||You're experiencing limited or moderate issues with GitHub Enterprise Server, or you have general concerns or questions about the operation of your instance.|
|Baixo||You have a question or suggestion about GitHub Enterprise Server that is not time-sensitive, or does not otherwise block the productivity of your team.|
Suporte do GitHub Premium may consider a ticket solved after providing an explanation, recommendation, usage instructions, workaround instructions, or by advising you of an available release that addresses the issue.
Se você usar um plugin, módulo ou código personalizado incompatível, o Suporte do GitHub Premium solicitará a remoção desse item incompatível durante a tentativa de resolução do problema. If the problem is fixed when the unsupported plug-in, module, or custom code is removed, Suporte do GitHub Premium may consider the ticket solved.
Suporte do GitHub Premium may close tickets if they're outside the scope of support or if multiple attempts to contact you have gone unanswered. If Suporte do GitHub Premium closes a ticket due to lack of response, you can request that Suporte do GitHub Premium reopen the ticket.
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 Suporte do GitHub Premium 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 Suporte do GitHub Premium 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 email@example.com. To be eligible, the credit request must:
- Be sent from an email address associated with your GitHub Enterprise account
- 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
You can access premium content by signing in to the Portal de suporte do Enterprise.