Ad Silence

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, 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.

GitHub Premium Plus Support includes all features of the Premium plan, plus additional benefits such as a designated Customer Reliability Engineer, incident management, quarterly enhanced health checks, crisis prevention simulations, and 12 hours of technical advisory hours per quarter.

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.

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.

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