Versão do artigo: Enterprise Server 2.17
About support for Advanced Security
Suporte do GitHub Enterprise can help you troubleshoot issues you run into while using Advanced Security.
Note: When you use GitHub's support offerings, the GitHub Privacy Statement and GitHub Data Protection Addendum apply.
About support for Advanced Security
Advanced Security includes Suporte do GitHub Enterprise in English, by email.
Escopo do suporte
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 Enterprise. Your support request is possibly out of Suporte do GitHub Enterprise's scope if it's primarily about:
- Third party integrations
- Hardware setup
- Configuration of external systems
- Open source projects
- Building projects or repositories
- LGTM cluster design
- Writing or debugging new queries for CodeQL
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.
Entrar em contato com o Suporte do GitHub Enterprise
You can contact Suporte do GitHub Enterprise through the Portal de suporte do Enterprise for help with:
- Instalar e usar o Advanced Security;
- Identifying and verifying the causes of supported errors
Horários de operação
We offer support for Advanced Security in English 24 hours per day, 5 days per week, excluding weekends and national U.S. holidays. The standard response time is 1 business day.
Calendário de feriados
Suporte do GitHub Enterprise observes these U.S. holidays.
| Feriado | Datas em 2018 |
|---|---|
| Fraternidade Universal | 1º de janeiro |
| Martin Luther King, Jr. | 3ª segunda-feira de janeiro |
| Dia dos Presidentes | 3ª segunda-feira de fevereiro |
| Dia do Memorial | Última segunda-feira de maio |
| Dia da Independência | 4 de julho |
| Dia do Trabalho | 1ª segunda-feira de setembro |
| Dia dos Veteranos | 12 de novembro |
| Ação de Graças (Dia 1) | 4ª quinta-feira de novembro |
| Ação de Graças (Dia 2) | 4ª sexta-feira de novembro |
| Natal (Dia 1) | 24 de dezembro |
| Natal (Dia 2) | 25 de dezembro |
| Natal (Dia 3) | 26 de dezembro |
| Ano-Novo | 31 de dezembro |
Installing Advanced Security updates
To ensure that your Advanced Security instance is stable, you must install and implement new releases when they are made available. This 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 Advanced Security.
Assigning a priority to a support ticket
When you contact Suporte do GitHub Enterprise for help with Advanced Security, you can choose one of three priorities for the ticket: Alto, Normal, or Baixo.
GitHub has the sole discretion to modify the priority of a ticket at any time, and may lower the priority of a ticket after determining and mitigating the primary cause of an issue.
| Prioridade | Descrição |
|---|---|
| Alto | Advanced Security is not functioning or is stopped or severely impacted such that the end user cannot reasonably continue use of the software and no workaround is available. |
| Normal | Advanced Security is functioning inconsistently, causing impaired end user usage and productivity. |
| Baixo | Advanced Security is functioning consistently, but the end user requests minor changes in the software, such as documentation updates, cosmetic defects, or enhancements. |
Resolving and closing support tickets
Suporte do GitHub Enterprise 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 Enterprise solicitará a remoção desse item incompatível durante a tentativa de solução do problema. If the problem is fixed when the unsupported plug-in, module, or custom code is removed, Suporte do GitHub Enterprise may consider the ticket solved.
Suporte do GitHub Enterprise 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 Enterprise closes a ticket due to lack of response, you can request that Suporte do GitHub Enterprise reopen the ticket.