Os termos do Suporte do GitHub Premium estão sujeitos a alteração sem aviso prévio e entram em vigor a partir de setembro de 2018.
Este artigo contém os termos do Suporte do GitHub Premium para os clientes do GitHub Enterprise Cloud. Os termos podem ser diferentes para clientes do GitHub Enterprise Server ou do GitHub Enterprise que compram o GitHub Enterprise Server e o GitHub Enterprise Cloud juntos. Para obter mais informações, consulte "Sobre o Suporte do GitHub Premium para o GitHub Enterprise Server" e "Sobre o Suporte do GitHub Premium para o 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||Plano Premium Plus / GitHub Engineering Direct|
|Horas de operação||24 x 7||24 x 7|
|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 Plano Premium Plus / 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.
Suporte do GitHub Premium customers can use the Portal de suporte do Enterprise GitHub to report issues in writing, in English. 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 GitHub.
O Suporte do GitHub Premium está disponível 24 horas por dia, 7 dias por semana.
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.
|Ticket priority level||Initial response time|
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.
|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.|
|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.|
Suporte do GitHub Premium may consider a ticket solved after providing an explanation, recommendation, usage instructions, or workaround instructions,
If you use a custom or unsupported plug-in, module, or custom code, Suporte do GitHub Premium 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, 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 firstname.lastname@example.org. To be eligible, the credit request must:
- Be sent from an email address associated with your GitHub 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.)
- Name of GitHub Enterprise Cloud organization
- Ticket numbers
You can access premium content by signing in to the Portal de suporte do Enterprise GitHub.