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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 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.

GitHub Premium Support includes 24/7 support, phone support in English via callback request, screenshare support for critical issues, guaranteed SLAs, priority ticket handling, escalation management, unlimited automated health check reports, and access to premium training content. GitHub Premium Plus Support includes all of the above, plus additional support entitlement licenses, a designated Customer Reliability Engineer, incident management, quarterly enhanced health checks, crisis prevention, one virtual training class per year, 12 hours of technical advisory hours per quarter, application upgrade assistance, and cloud planning.