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GitHub Premium Support helps customers implement GitHub Enterprise quickly and effectively across the organization with 24/7 support.

If you are an existing GitHub Premium Support customer, please sign in to the support portal. If you don’t already have GitHub Premium Support, please contact sales.

There are three levels of support: the basic plan included with your GitHub Enterprise license, GitHub Premium Support, and GitHub Premium Plus Support.

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

The assigned Premium Support Engineer or Customer Reliability Engineer will review and acknowledge your ticket. They may ask for additional information such as screenshots, error messages, log files, diagnostics files, support bundles, or the output of specific console commands. They may also collaborate with others in support, engineering, or the regional incident commander. If a callback was requested, they 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.