Sobre o suporte Premium do GitHub para o GitHub Enterprise Server

O Suporte do GitHub Premium é uma opção de suporte complementar pago oferecida aos clientes do GitHub Enterprise.

Neste artigo

Sobre o Suporte do GitHub Premium
Planos do Suporte do GitHub Premium
Inscrever-se para o Suporte do GitHub Premium
Escopo do suporte
Entrar em contato com o Suporte do GitHub Premium
Horas de operação
Tempos de resposta do Contrato de nível de serviço
Instalar versões do GitHub Enterprise Server
Assigning a priority to a support ticket
Resolving and closing support tickets
Receiving credits for missed responses to support tickets
Acessar conteúdo premium

Observações:

Os termos do Suporte do GitHub Premium estão sujeitos a alteração sem aviso prévio e entram em vigor a partir de setembro de 2018. Se a sua compra do Suporte do GitHub Premium foi feita antes de 17 de setembro de 2018, seu plano pode ser diferente. Entre em contato com Suporte do GitHub Premium para obter mais detalhes.
When you use GitHub's support offerings, the GitHub Privacy Statement and GitHub Data Protection Addendum apply.
Este artigo contém os termos do Suporte do GitHub Premium para os clientes do GitHub Enterprise Server. Os termos podem ser diferentes para clientes do GitHub Enterprise Cloud ou do GitHub Enterprise que compram o GitHub Enterprise Server e o GitHub Enterprise Cloud juntos. Para obter mais informações, consulte "Sobre oSuporte do GitHub Premium para GitHub Enterprise Cloud" e "Sobre oSuporte do GitHub Premium para GitHub Enterprise".
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.

Sobre o Suporte do GitHub Premium

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

Planos do Suporte do GitHub Premium

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	30 minutes for Urgente 4 hours for Alto	30 minutes for Urgente 4 hours for Alto With GitHub One, initial response time may differ for some features. For more information, see "Service Level Agreement response times."
Support channels	Online ticket submission Phone support	Online ticket submission Phone support Screen share for critical issues
Treinamentos	Acesso a conteúdo premium	Acesso a conteúdo premium 1 virtual training class per year
Authorized contacts	10	25
Recursos	Priority ticket handling	Priority ticket handling Named Technical Support Account Manager
Scheduled checks	Bi-annual health check and reporting	Quarterly health check and reporting Quarterly account reviews
Administration		4 hours of Managed Services per month

Observações:

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.

Inscrever-se para o Suporte do GitHub Premium

To sign up for Suporte do GitHub Premium or upgrade your plan, you can contact our account management team or call +1 (877) 448-4820.

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. 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".

Entrar em contato com o Suporte do GitHub Premium

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.

Horas de operação

O Suporte do GitHub Premium está disponível 24 horas por dia, 7 dias por semana. Se a sua compra do Suporte do GitHub Premium foi feita antes de 17 de setembro de 2018, o suporte é limitado nos feriados. Para obter mais informações sobre os feriados do Suporte do GitHub Premium, consulte o calendário em "Sobre o Suporte do GitHub".

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.

Tempos de resposta do Contrato de nível de serviço

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
Urgente	30 minutes
Alto	4 hours

Instalar versões do GitHub Enterprise Server

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.

Assigning a priority to a support ticket

When you contact Suporte do GitHub Premium, you can choose one of four priorities for the ticket: Urgente, 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	Exemplos
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.	Errors or outages that affect core Git or web application functionality for all users Severe performance degradation for majority of users Full or rapidly filling storage Inability to install a renewed license file Incidentes relacionados a segurança Loss of administrative access to the instance with no known workaround Failure to restore a backup to a production environment
Alto	GitHub Enterprise Server is failing in a production environment, but impact on your business is limited.	Performance degradation that reduces productivity for many users Reduced redundancy from failure of High Availability (HA) or cluster nodes Failure to back up instance Failure to restore a backup to a test or staging environment that could compromise successful restoration to a production environment
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.	Problems in a test or staging environment Advice on using GitHub APIs and features, or questions about configuring third-party integrations from your instance Issues with tools for user data migration that GitHub provides Atualizações Bug reports Features not working as expected General security questions
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.	Feature requests Product feedback Requests for health checks (available for customers with a Plano Premium only at this time) Notifying GitHub of planned maintenance on your instance

Resolving and closing support tickets

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.

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 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 supportcredits@github.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

Acessar conteúdo premium

You can access premium content by signing in to the Portal de suporte do Enterprise.