James

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.

GitHub Premium Support and GitHub Premium Plus Support customers have SLAs. For urgent priority tickets, your SLA guarantees a 30-minute initial response time, which includes troubleshooting. For high priority tickets, your SLA provides a four-hour initial response time.

For initial troubleshooting, 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.

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.

GitHub Premium Plus Support includes all the features of the Premium plan, plus additional benefits such as a designated Customer Reliability Engineer, incident management, quarterly enhanced health checks, crisis prevention through guided incident simulations, 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 Customer Reliability Engineer.

Premium Support Engineers are dedicated resources who manage and coordinate your entire GitHub Premium Support experience. Customer Reliability Engineers, available only for GitHub Premium Plus Support customers, know your customer account in detail and can provide answers faster than Premium Support Engineers.