SvgShellExtensions

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 hours.

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 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. 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 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.

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

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 (SEEs) facilitate GitHub-internal technical communications and liaise with the rest of GitHub to improve the support team’s capability in similar future circumstances.