TeXpert

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 response times.

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

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

Initial troubleshooting includes reviewing and acknowledging your ticket, asking for additional information such as screenshots or log files, and collaborating with others in support or engineering. If a callback was requested, the engineer may invite you to a screen-sharing session.

Health check reports are automated reports that help ensure the reliability of your environment. 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 and recommendations from a Customer Reliability Engineer.

Escalation and incident management is the ability to escalate ticket progression in the GitHub support portal. Support Incident Coordinators orchestrate all necessary parties to resolve the ticket, and Senior Escalation Engineers facilitate internal technical communications to improve future support capabilities.

Incident response management helps manage the technical resources needed for case resolution. Support Incident Coordinators are available for incident response management 24/7.