Draft

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.

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.

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.

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.

GitHub Premium Plus Support includes all the features of the Premium plan, plus additional benefits such as a designated Customer Reliability Engineer (CRE), incident management, quarterly enhanced health checks, crisis prevention, 1 virtual training class per year, 12 hours of technical advisory hours per quarter, and application upgrade assistance.

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 CRE.

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. 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.

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