WinBtrfs

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 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, they 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.

The GitHub Premium Support plan includes phone support in English via callback request, screenshare support for critical issues, guaranteed service level agreements (SLAs), 20 support entitlement licenses, priority ticket handling, escalation management, unlimited automated health check reports, and access to premium training content.

The GitHub Premium Plus Support plan includes everything in the Premium support plan, along with additional 20 support entitlement licenses, a designated Customer Reliability Engineer (CRE), incident management, quarterly enhanced health checks with findings, interpretations, and recommendations from a CRE (by request), crisis prevention guided incident simulations, 1 virtual training class per year, 12 hours of technical advisory hours per quarter, application upgrade assistance (by request), and cloud planning (by request).