About GitHub Enterprise Support
GitHub Enterprise Server Support can help you troubleshoot issues that arise on your GitHub Enterprise Server appliance.
In this article:
- About GitHub Enterprise Support
- Scope of support
- Contacting GitHub Enterprise Support
- Hours of operation
- Holiday schedule
- Installing GitHub Enterprise Server releases
- Assigning a severity level to an incident
- Resolving and closing issues
About GitHub Enterprise Support
GitHub Enterprise Server includes GitHub Enterprise Support in English and Japanese.
You can contact GitHub Enterprise Support through our support portal for help with:
- Installing and using GitHub Enterprise Server
- Identifying and verifying the causes of suspected errors
In addition to all of the benefits of GitHub Enterprise Support, GitHub Premium Support offers:
- Written support through our support portal 24 hours per day, 7 days per week
- Phone support 24 hours per day, 7 days per week
- A Service Level Agreement (SLA) with guaranteed initial response times
- Access to premium content
- Scheduled health checks
- Managed services
For more information, see "About GitHub Premium Support."
Scope of support
If your support request is outside of the scope of what our team can help you with, we may recommend next steps to resolve your issue outside of GitHub Support. Your support request is possibly out of GitHub Support's scope if it's primarily about:
- Third party integrations
- Hardware setup
- CI/CD, such as Jenkins
- Writing scripts
- Configuration of external authentication systems, such as SAML identity providers
- Open Source projects
If you're uncertain if the issue is out of scope, open a ticket and we're happy to help you determine the best way to proceed.
Contacting GitHub Enterprise Support
GitHub Enterprise Support customers can use the Enterprise Support portal to report incidents in writing.
Hours of operation
Support in English
For standard non-urgent issues, we offer support in English 24 hours per day, 5 days per week, excluding weekends and national U.S. holidays. The standard response time is 24 hours.
For urgent tickets, we are available 24 hours per day, 7 days per week with a targeted response time of thirty minutes, even during national U.S. holidays.
Support in Japanese
For non-urgent issues, support in Japanese is available Monday through Friday from 9:00 AM to 5:00 PM JST, excluding national holidays in Japan. For urgent issues, we offer support in English 24 hours per day, 7 days per week with a targeted response time of thirty minutes, even during national U.S. holidays.
For a complete list of U.S. and Japanese national holidays observed by GitHub Enterprise Support, see "Holiday schedules."
Holiday schedules
For urgent issues, we can help you in English 24 hours per day, 7 days per week, including on U.S. and Japanese holidays.
Holidays in the United States
Our GitHub Enterprise Support team observes these U.S. holidays, although our global support team is available to answer urgent tickets.
| U.S. holiday | Date observed in 2018 |
|---|---|
| New Year's Day | January 1 |
| Martin Luther King, Jr. Day | Third Monday in January |
| Presidents' Day | Third Monday in February |
| Memorial Day | Last Monday in May |
| Independence Day | July 4 |
| Labor Day | First Monday in September |
| Veterans Day | November 12 |
| Thanksgiving Day | Fourth Thursday in November |
| Day after Thanksgiving | Fourth Friday in November |
| Christmas Eve | December 24 |
| Christmas Day | December 25 |
| Day after Christmas | December 26 |
| New Year's Eve | December 31 |
Holidays in Japan
Our GitHub Enterprise Support team does not provide Japanese-language support on December 28th through January 3rd as well as these holidays.
| Japanese holiday | Date |
|---|---|
| 元日 | 2019年1月1日(火) |
| 成人の日 | 2019年1月14日(月) |
| 建国記念の日 | 2019年2月11日(月) |
| 春分の日 | 2019年3月21日(木) |
| 昭和の日 | 2019年4月29日(月) |
| 休日 | 2019年4月30日(火) |
| 休日(祝日扱い) | 2019年5月1日(水) |
| 休日 | 2019年5月2日(木) |
| 憲法記念日 | 2019年5月3日(金) |
| みどりの日 | 2019年5月4日(土) |
| こどもの日 | 2019年5月5日(日) |
| 休日 | 2019年5月6日(月) |
| 海の日 | 2019年7月15日(月) |
| 山の日 | 2019年8月11日(日) |
| 休日 | 2019年8月12日(月) |
| 敬老の日 | 2019年9月16日(月) |
| 秋分の日 | 2019年9月23日(月) |
| 体育の日 | 2019年10月14日(月) |
| 休日(祝日扱い) | 2019年10月22日(火) |
| 文化の日 | 2019年11月3日(日) |
| 休日 | 2019年11月4日(月) |
| 勤労感謝の日 | 2019年11月23日(土) |
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.
Assigning a severity level to an incident
GitHub Enterprise Support sets the severity level of incident tickets and has the sole discretion to modify the severity level. Incident tickets can have one of four severity levels: Urgent, High, Moderate, or Low.
| Severity level | Description |
|---|---|
| Urgent | This severity level is the highest priority and receives first attention. Urgent severity tickets include:
|
| High | This severity level indicates incidents that impact business operations. High severity tickets are bug reports for critical parts of the product. |
| Moderate | This severity level indicates technical requests including configuration changes and third-party integrations. Moderate severity tickets are bug reports for non-critical parts of the product. |
| Low | This severity level indicates non-technical requests. Low severity tickets include:
|
Resolving and closing issues
For issues that can be solved, GitHub Enterprise Support may provide a resolution in the form of an explanation, recommendation, usage instructions, workaround instructions, or by advising you of an available release that addresses the issue.
If you use a custom or unsupported plug-in, module, or custom code, GitHub Enterprise Support 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 Enterprise Support may consider the issue resolved.
GitHub Enterprise Support may close issues if they're outside the scope of support or if multiple attempts to contact you have gone unanswered. If an incident is closed due to lack of response, you can request that it be reopened.