Outlook Google Calendar Sync

GitHub Premium Support provides 24/7 support for businesses using GitHub Enterprise. It includes dedicated GitHub experts, faster response times, expert support in one central location, and a dedicated engineer who knows your account. It also offers convenient self-service tools and ensures the reliability of your environment.

If you are an existing GitHub Premium Support customer, you can sign in to the support portal. If you don't already have GitHub Premium Support, you should contact the sales team.

There are three levels of support: the basic plan included with your GitHub Enterprise license, GitHub Premium Support, and GitHub Premium Plus Support. Each level offers different features and support options, as detailed in the plan comparison table.

For urgent priority tickets, the SLA guarantees a 30-minute initial response time, which includes troubleshooting. For high priority tickets, the SLA provides a four-hour initial response time.

Initial troubleshooting includes reviewing and acknowledging your ticket, asking for additional information such as screenshots, error messages, log files, diagnostics files, support bundles, or the output of specific console commands. The engineer may also collaborate with others in support, engineering, or the regional incident commander. If a callback was requested, the engineer will determine if screen sharing is the most effective way to drive ticket resolution.

GitHub Premium Support and GitHub Premium Plus Support customers are entitled to unlimited automated health check reports. Additionally, GitHub Premium Plus Support customers can request quarterly enhanced health checks with findings, interpretations, and recommendations from a Customer Reliability Engineer.

Escalation and incident management is the ability to escalate ticket progression in the GitHub support portal. After someone escalates a ticket, Support Incident Coordinators orchestrate all necessary parties to resolve the ticket. Additionally, Senior Escalation Engineers facilitate GitHub-internal technical communications and liaise with the rest of GitHub to improve the support team’s capability in similar future circumstances.