About GitHub Premium Support

About GitHub 高级支持

除了 GitHub Enterprise 支持 的所有好处之外，GitHub Enterprise 客户还可以购买 GitHub 高级支持，该项可提供：

• 我们的支持门户全天候提供英语书面支持
• 通过我们的支持门户，通过回叫请求全天候提供英语电话支持
• 保证初始响应时间的服务等级协议 (SLA)
• 升级管理
  • 在 GitHub 支持门户 中升级票证进度的能力
  • 一个专门的事件协调员团队，负责协调所有必要的 GitHub 各方以解决紧急票证
• 高级内容访问权限
• 运行状况检查
• 应用程序升级帮助：在� 升级 GitHub Enterprise Server 之前，我们会审查� 的升级计划、playbook 和其他文档并回答特定于� 的环境的问题（仅限 Premium Plus plan / GitHub Engineering Direct）
• 技术咨询小时（仅限 Premium Plus plan / GitHub Engineering Direct）

GitHub 高级支持 plans

There are two GitHub 高级支持 plans: Premium and Premium Plus / GitHub Engineering Direct.

	Premium plan	Premium Plus plan / GitHub Engineering Direct
Hours of operation	24 x 7	24 x 7
Initial response time	30 minutes for Urgent 4 hours for High	30 minutes for Urgent 4 hours for High
Support channels	Online ticket submission Phone support in English via callback request Screen share request for critical issues	Online ticket submission Phone support in English via callback request Screen share request for critical issues
Training	Access to premium content	Access to premium content 1 virtual training class per year
Members with support entitlements	20	20
Resources	Priority ticket handling	Priority ticket handling Named Customer Reliability Engineer
Health Checks	Unlimited automated Health Check reports (see "Generating a Health Check for your enterprise")	Unlimited automated Health Check reports (see "Generating a Health Check for your enterprise") Quarterly enhanced Health Checks, with findings, interpretations, and recommendations from a Customer Reliability Engineer (by request)
Technical advisory hours	None	4 hours per month
Application upgrade assistance	None	By request
Cloud planning	None	By request

Signing up for GitHub 高级支持

To sign up for GitHub 高级支持 or upgrade your plan, you can contact our account management team or call +1 (877) 448-4820.

Scope of support

如果您的支持申请超出了我们团队可以帮助您的范围， 我们可能会提出后续措施建议，以便在 GitHub 支持 之外解决您的问题。 您的支持申请如果主要是关于以下方面，可能超出了 GitHub 支持 的范围：

• 第三方集成，例如 Jira
• 硬件设置
• CI/CD，例如 Jenkins
• 编写脚本
• 配置外部身份验证系统，例如 SAML � �识提供者
• 开源项目
• LGTM 群集设计
• 写入或调试 CodeQL 的新查询

如果您不确定问题是否超出范围，请开一个事件单，我们乐意帮助您确定最好的处理方式。

Contacting GitHub 高级支持

GitHub 高级支持 customers can use the GitHub 支持门户 to report issues in writing, in English.

Hours of operation

GitHub 高级支持 is available 24 hours a day, 7 days per week. If you purchased GitHub 高级支持 prior to September 17, 2018, support is limited during holidays. For more information on holidays GitHub 高级支持 observes, see the holiday schedule at "About GitHub 支持."

Service Level Agreement response times

For tickets you submit, support is available 24 hours a day, 7 days per week. The initial response time guaranteed by the SLA is dependent on the priority level of the ticket. Response time begins when GitHub 高级支持 sets the priority level of the ticket. A response does not mean the issue has been resolved.

Ticket priority level	Initial response time
Urgent	30 minutes
High	4 hours

Installing GitHub Enterprise Server releases

To ensure that your GitHub Enterprise Server instance is stable, you must install and implement GitHub Enterprise Server releases. Installing GitHub Enterprise Server releases ensures that you have the latest features, modifications, and enhancements as well as any updates to features, code corrections, patches or other general updates and fixes to GitHub Enterprise Server.

You must install the minimum supported version of GitHub Enterprise Server pursuant to the Supported Releases section of your applicable license agreement within 90 days of placing an order for GitHub 高级支持.

Assigning a priority to a support ticket

When you contact GitHub 高级支持, you can choose one of four priorities for the ticket: Urgent, High, Normal, or Low.

• Ticket priorities for GitHub Enterprise Cloud
• Ticket priorities for GitHub Enterprise Server

Ticket priorities for GitHub Enterprise Cloud

Priority	Description	Examples
Urgent	Production workflows for your organization or enterprise on GitHub Enterprise Cloud are failing due to critical service errors or outages, and the failure directly impacts the operation of your business.	Errors or outages on GitHub.com affect core Git or web application functionality for all members of your organization or enterprise
High	Account or security issues with your organization or enterprise on GitHub Enterprise Cloud are causing limited impact to your business.	An organization or enterprise owner has unintentionally deleted an organization An organization or enterprise member has uploaded sensitive data in a commit, issue, pull request, or issue attachment
Normal	Members of your organization or enterprise on GitHub Enterprise Cloud are experiencing limited or moderate issues with GitHub.com, or you have general concerns or questions about your organization or enterprise.	Questions about using APIs and features for your organization or enterprise Issues with tools for organization data migration that GitHub provides Features related to your organization or enterprise not working as expected General security questions about your organization or enterprise
Low	You have a question or suggestion about your organization or enterprise on GitHub Enterprise Cloud that is not time-sensitive, or does not otherwise block the productivity of your team.	Excessive resource usage for your organization or enterprise Requests for health checks Help with using Gists, notifications, wikis, GitHub Pages, GitHub Desktop, or other peripheral services or features with your organization or enterprise Feature requests Product feedback

Ticket priorities for GitHub Enterprise Server

优先级	说明	示例
Urgent	GitHub Enterprise Server 在生产环境中出现故障，此故障将直接影响您的业务运营。 对 Urgent 优先级事件单的支持服务只以英语提供。	影响所有用户的� �心 Git 或 web 应用程序功能的错误或中断 影响大多数用户的性能严重下降 用完或快速� 用存储空间 � 法安装续订的许可文件 安全事件 失去对实例的管理权限，并且没有已知的解决方法 � 法将备份还原到生产环境
High	GitHub Enterprise Server 在生产环境中出现故障，但对您的业务影响有限。	性能下降，影响许多用户的工作效率 � 高可用性 (HA) 或集群节点故障而减少冗余 � 法备份实例 � 法将备份还原到测试或暂存环境，可能影响成功还原到生产环境
Normal	您在 GitHub Enterprise Server 方面遇到了有限或普通问题，或者对于实例运行有一般性疑虑或问题。	测试或暂存环境中的问题 关于使用 GitHub Enterprise Server API 和功能的建议，或有关� �据实例配置第三方集成的问题 有关 GitHub 提供的用户数据迁移工具的问题 升级 Bug 报告 功能未按预期工作 一般安全问题
Low	您对于 GitHub Enterprise Server 有问题或建议，但并不紧迫，或者该问题不影响团队的生产力。	功能请求 产品反馈 状态检查请求（目前仅适用于 Premium plan 客户） 通知 GitHub 对实例进行计划内维护

Resolving and closing support tickets

GitHub 高级支持 may consider a ticket solved after providing an explanation, recommendation, usage instructions, workaround instructions, or by advising you of an available GitHub Enterprise Server release that addresses the issue.

If you use a custom or unsupported plug-in, module, or custom code, GitHub 高级支持 may ask you to remove the unsupported plug-in, module, or code while attempting to resolve the issue. If the problem is fixed when the unsupported plug-in, module, or custom code is removed, GitHub 高级支持 may consider the ticket solved.

GitHub 高级支持 may close a ticket if the ticket is outside the scope of support or if multiple attempts to contact you have gone unanswered. If GitHub 高级支持 closes a ticket due to lack of response, you can request that GitHub 高级支持 reopen the ticket.

Receiving credits for missed responses to support tickets

If you don't receive an initial response within the guaranteed response time to more than four tickets in a given quarter based on GitHub's fiscal year, you're eligible for a credit. To honor the SLA, GitHub will refund 20% of the quarterly GitHub 高级支持 fee in cash. To receive the refund, you must submit a credit request.

The credit request must be made within 30 days of the end of the quarter during which GitHub 高级支持 did not respond to your tickets within the designated response time. Credit requests will not be honored if the respective deadline has passed. Once the respective deadline passes, you have waived the ability to claim a refund for the qualified credit.

To receive a refund, you must submit a completed credit request to supportcredits@github.com. To be eligible, the credit request must:

• Be sent from an email address associated with your account on your GitHub Enterprise Server instance
• Be received by GitHub by the end of the 30th day after the quarter in which the four qualifying credits occurred
• Include "Credit Request" in the subject line

The following information must be included in your credit request:

• Date (The date must be within 30 days after the quarter based on GitHub’s fiscal year end in which the claims occurred [January 31, April 30, July 31, or October 31].)
• Customer contact (You must specify both name and email address.)
• Customer address
• Qualifying credits (You must provide the date of each qualifying credit and the associated ticket number.)
• Ticket numbers

Accessing premium content

You can access premium content by signing in to the GitHub 支持门户.