Mononoki

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.

Initial troubleshooting includes reviewing and acknowledging your ticket. The engineer 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.

Health check reports are automated reports that help ensure the reliability of your environment. 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. 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.

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.