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content/github/working-with-github-support/about-github-premium-support-for-github-enterprise-cloud.md

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+---
+title: About GitHub Premium Support for GitHub Enterprise Cloud
+intro: '{{ site.data.variables.contact.premium_support }} is a paid, supplemental support offering for {{ site.data.variables.product.prodname_ghe_cloud }} and {{ site.data.variables.product.prodname_ghe_one }} customers.'
+redirect_from:
+  - /articles/about-github-premium-support
+  - /articles/about-github-premium-support-for-github-enterprise-cloud
+versions:
+  free-pro-team: '*'
+---
+
+{% note %}
+
+**Notes:**
+
+- The terms of {{ site.data.variables.contact.premium_support }} are subject to change without notice and are effective as of September 2018.
+
+- {{ site.data.reusables.support.data-protection-and-privacy }}
+
+- This article contains the terms of {{ site.data.variables.contact.premium_support }} for {{ site.data.variables.product.prodname_ghe_cloud }} customers. The terms may be different for customers of {{ site.data.variables.product.prodname_ghe_server }} or {{ site.data.variables.product.prodname_enterprise }} customers who purchase {{ site.data.variables.product.prodname_ghe_server }} and {{ site.data.variables.product.prodname_ghe_cloud }} together. For more information, see "[About {{ site.data.variables.contact.premium_support }} for {{ site.data.variables.product.prodname_ghe_server }}](/enterprise/admin/guides/enterprise-support/about-github-premium-support-for-github-enterprise-server)" and "[About {{ site.data.variables.contact.premium_support }} for {{ site.data.variables.product.prodname_enterprise }}](/enterprise/admin/guides/enterprise-support/about-github-premium-support-for-github-enterprise)."
+
+{% endnote %}
+
+### About {{ site.data.variables.contact.premium_support }}
+
+{{ site.data.variables.contact.premium_support }} offers:
+  - Written support, in English, through our support portal 24 hours per day, 7 days per week
+  - Phone support, in English, 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
+
+{{ site.data.reusables.support.about-premium-plans }}
+
+{{ site.data.reusables.support.signing-up-for-premium-support }}
+
+{{ site.data.reusables.support.scope-of-support }}
+
+{{ site.data.reusables.support.contacting-premium-support }}
+
+### Hours of operation
+
+{{ site.data.variables.contact.premium_support }} is available 24 hours a day, 7 days per week.
+
+{{ site.data.reusables.support.service-level-agreement-response-times }}
+
+### Assigning a priority to a support ticket
+
+When you contact {{ site.data.variables.contact.premium_support }}, you can choose one of four priorities for the ticket: {{ site.data.variables.product.support_ticket_priority_urgent }}, {{ site.data.variables.product.support_ticket_priority_high }}, {{ site.data.variables.product.support_ticket_priority_normal }}, or {{ site.data.variables.product.support_ticket_priority_low }}.
+
+{{ site.data.reusables.support.github-can-modify-ticket-priority }}
+
+{{ site.data.reusables.support.ghec-premium-priorities }}
+
+### Resolving and closing support tickets
+
+{{ site.data.variables.contact.premium_support }} may consider a ticket solved after providing an explanation, recommendation, usage instructions, or workaround instructions,
+
+If you use a custom or unsupported plug-in, module, or custom code, {{ site.data.variables.contact.premium_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, {{ site.data.variables.contact.premium_support }} may consider the ticket solved.
+
+{{ site.data.variables.contact.premium_support }} may close tickets if they're outside the scope of support or if multiple attempts to contact you have gone unanswered. If {{ site.data.variables.contact.premium_support }} closes a ticket due to lack of response, you can request that {{ site.data.variables.contact.premium_support }} reopen the ticket.
+
+{{ site.data.reusables.support.receiving-credits }}
+
+{{ site.data.reusables.support.accessing-premium-content }}
+
+### Further reading
+
+- "[Submitting a ticket](/articles/submitting-a-ticket)"

content/github/working-with-github-support/about-github-support.md

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+---
+title: About GitHub Support
+intro: '{{ site.data.variables.contact.github_support }} can help you troubleshoot issues you run into while using {{ site.data.variables.product.prodname_dotcom }}.'
+redirect_from:
+  - /articles/about-github-support
+versions:
+  free-pro-team: '*'
+---
+
+### About {{ site.data.variables.contact.github_support }}
+
+Support options vary depending on your {{ site.data.variables.product.prodname_dotcom_the_website }} product. If you have any paid product, you can contact {{ site.data.variables.contact.github_support }}, in English. Your account may also include {{ site.data.variables.contact.premium_support }}.
+
+|  | {{ site.data.variables.product.prodname_gcf }} | Standard support | Premium support |
+|----|---------------|-------|---------------|
+| {{ site.data.variables.product.prodname_free_user }} | X |  |  |  
+| {{ site.data.variables.product.prodname_pro }} | X | X |  |  
+| {{ site.data.variables.product.prodname_team }} | X | X |  |
+| {{ site.data.variables.product.prodname_ghe_cloud }} | X | X | X |
+| {{ site.data.variables.product.prodname_ghe_server}} | X | X | X |
+
+To see if there are currently any incidents affecting services on {{ site.data.variables.product.prodname_dotcom }}, or to subscribe and receive notifications of future status updates, visit {{ site.data.variables.product.prodname_dotcom }}'s [Status Page](https://www.githubstatus.com/).
+
+### Contacting {{ site.data.variables.contact.github_support }}
+
+{{ site.data.variables.product.prodname_free_user }} user and organization accounts can use the {{ site.data.variables.contact.community_support_forum }} to browse topics, ask questions, share solutions, and interact directly with {{ site.data.variables.contact.community_support }}. You can also contact {{ site.data.variables.contact.contact_support }} to report account, security, and abuse issues.
+
+On paid accounts, you can either contact {{ site.data.variables.contact.contact_support }} and, depending on your plan, contact {{ site.data.variables.contact.premium_support }} or {{ site.data.variables.contact.contact_ent_support }}. For more information about contacting {{ site.data.variables.contact.premium_support }}, see "[About {{ site.data.variables.contact.premium_support }} for {{ site.data.variables.product.prodname_ghe_cloud }}](/articles/about-github-premium-support-for-github-enterprise-cloud) or "[About {{ site.data.variables.contact.premium_support }} for {{ site.data.variables.product.prodname_ghe_server }}](/enterprise/admin/enterprise-support/about-github-premium-support-for-github-enterprise)."
+
+### Granting {{ site.data.variables.contact.github_support }} temporary access to a private repository
+
+If {{ site.data.variables.contact.github_support }} needs to access a private repository to address your support request, the owner of the repository will receive an email with a link to accept or decline temporary access. The owner will have 20 days to accept or decline the request before the request expires. If the owner accepts the request, {{ site.data.variables.contact.github_support }} will have access the repository for five days.
+
+{{ site.data.variables.contact.github_support }} will never access your private repositories without your explicit consent. For more information, see the [Terms of Service](/articles/github-terms-of-service#3-access).

content/github/working-with-github-support/github-enterprise-cloud-support.md

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+---
+title: GitHub Enterprise Cloud support
+redirect_from:
+  - /articles/business-plan-support/
+  - /articles/github-business-cloud-support/
+  - /articles/github-enterprise-cloud-support
+intro: '{{ site.data.variables.product.prodname_ghe_cloud }} includes a target eight-hour response time for priority support requests, Monday to Friday in your local time zone.'
+versions:
+  free-pro-team: '*'
+---
+
+{% note %}
+
+**Note:** {{ site.data.variables.product.prodname_ghe_cloud }} customers can sign up for {{ site.data.variables.contact.premium_support }}. For more information, see "[About {{ site.data.variables.contact.premium_support }} for {{ site.data.variables.product.prodname_ghe_cloud }}](/articles/about-github-premium-support-for-github-enterprise-cloud)."
+
+{% endnote %}
+
+You can submit priority questions if you have purchased {{ site.data.variables.product.prodname_ghe_cloud }} or if you're a member, outside collaborator, or billing manager of a {{ site.data.variables.product.prodname_dotcom }} organization currently subscribed to {{ site.data.variables.product.prodname_ghe_cloud }}.
+
+Questions that qualify for priority responses:
+- Include questions related to your inability to access or use {{ site.data.variables.product.prodname_dotcom }}'s core version control functionality
+- Include situations related to your account security
+- Do not include peripheral services and features, such as questions about Gists, {{ site.data.variables.product.prodname_pages }}, or email notifications
+- Include questions only about organizations currently using {{ site.data.variables.product.prodname_ghe_cloud }}
+
+To qualify for a priority response, you must:
+- Submit your question to [{{ site.data.variables.contact.enterprise_support }}](https://enterprise.githubsupport.com/hc/en-us/requests/new?github_product=cloud) from a verified email address that's associated with an organization currently using {{ site.data.variables.product.prodname_ghe_cloud }}
+- Submit a new support ticket for each individual priority situation
+- Submit your question from Monday-Friday in your local time zone
+- Understand that the response to a priority question will be received via email
+- Cooperate with {{ site.data.variables.contact.github_support }} and provide all of the information that {{ site.data.variables.contact.github_support }} asks for
+
+{% tip %}
+
+**Tip:** Questions do not qualify for a priority response if they are submitted on a local holiday in your jurisdiction.
+
+{% endtip %}
+
+The target eight-hour response time:
+- Begins when {{ site.data.variables.contact.github_support }} receives your qualifying question
+- Does not begin until you have provided sufficient information to answer the question, unless you specifically indicate that you do not have sufficient information
+- Does not apply on weekends in your local timezone or local holidays in your jurisdiction
+
+{% note %}
+
+**Note:** {{ site.data.variables.contact.github_support }} does not guarantee a resolution to your priority question. {{ site.data.variables.contact.github_support }} may escalate or deescalate issues to or from priority question status, based on our reasonable evaluation of the information you give to us.
+
+{% endnote %}

content/github/working-with-github-support/github-marketplace-support.md

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+---
+title: GitHub Marketplace support
+intro: 'For help with purchasing or paying for an app from {{ site.data.variables.product.prodname_marketplace }}, contact {{ site.data.variables.contact.contact_support }}. For help using a {{ site.data.variables.product.prodname_marketplace }} app, contact the app''s provider.'
+redirect_from:
+  - /articles/github-marketplace-support
+versions:
+  free-pro-team: '*'
+---
+
+
+### Contacting your app's provider for support
+
+Every app in {{ site.data.variables.product.prodname_marketplace }} includes a link to contact the app's support team.
+
+{{ site.data.reusables.marketplace.visit-marketplace }}
+2. Browse to your app's page.
+3. In the left sidebar, under "Developer tools," click **Support**.
+4. On the app's support page, follow the instructions on the app's page to contact the app's support team.
+
+### Further reading
+
+- "[About {{ site.data.variables.product.prodname_marketplace }}](/articles/about-github-marketplace)"
+- "[Purchasing and installing apps in {{ site.data.variables.product.prodname_marketplace }}](/articles/purchasing-and-installing-apps-in-github-marketplace)"
+- "[Managing billing for {{ site.data.variables.product.prodname_marketplace }} apps](/articles/managing-billing-for-github-marketplace-apps)"

content/github/working-with-github-support/index.md

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+---
+title: Working with GitHub Support
+redirect_from:
+  - /categories/working-with-github-support
+versions:
+  free-pro-team: '*'
+---
+
+
+### Table of Contents
+
+{% link_in_list /about-github-support %}
+{% link_in_list /github-enterprise-cloud-support %}
+{% link_in_list /about-github-premium-support-for-github-enterprise-cloud %}
+{% link_in_list /github-marketplace-support %}
+{% link_in_list /submitting-a-ticket %}

content/github/working-with-github-support/submitting-a-ticket.md

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+---
+title: Submitting a ticket
+intro: 'You can submit a ticket to {{ site.data.variables.contact.github_support }} using the support portal.'
+redirect_from:
+  - /articles/submitting-a-ticket
+versions:
+  free-pro-team: '*'
+---
+
+If your account uses a paid {{ site.data.variables.product.prodname_dotcom }} product, you can directly contact {{ site.data.variables.contact.github_support }}. If your account uses {{ site.data.variables.product.prodname_free_user }} for user accounts and organizations, you can contact {{ site.data.variables.contact.contact_support }} to report account, security, and abuse issues. For more information, see "[About GitHub Support](/github/working-with-github-support/about-github-support)."
+
+If you use {{ site.data.variables.product.prodname_ghe_server }}, {{ site.data.variables.product.prodname_ghe_cloud }}, or the {{ site.data.variables.product.premium_support_plan }} you must submit tickets using the {{ site.data.variables.contact.enterprise_portal }}.
+
+### Submitting a ticket using the {{ site.data.variables.contact.support_portal }}
+
+1. Navigate to the {{ site.data.variables.contact.contact_support_portal }}.
+2. Under "Name," type your name.
+![Name field](/assets/images/help/support/name-field.png)
+3. Use the Email drop-down menu, and select the email address you'd like {{ site.data.variables.contact.github_support }} to contact.
+![Email field](/assets/images/help/support/email-field.png)
+4. Under "Subject", type a descriptive title for the issue you're having.
+![Subject field](/assets/images/help/support/subject-field.png)
+5. Under "How can we help", provide any additional information that will help the Support team troubleshoot the problem. Helpful information may include:
+  ![How can we help field](/assets/images/help/support/how-can-we-help-field.png)
+    - Steps to reproduce the issue
+    - Any special circumstances surrounding the discovery of the issue (for example, the first occurrence or occurrence after a specific event, frequency of occurrence, business impact of the problem, and suggested urgency)
+    - Exact wording of error messages
+6. Optionally, attach files by dragging and dropping, uploading, or pasting from the clipboard.
+7. Click **Send request**.
+![Send request button](/assets/images/help/support/send-request-button.png)
+
+### Submitting a ticket using the {{ site.data.variables.contact.enterprise_portal }}
+
+1. Navigate to the {{ site.data.variables.contact.contact_enterprise_portal }}.
+5. Click **Submit a Ticket**
+  ![Submit a ticket to Enterprise Support team](/assets/images/enterprise/support/submit-ticket-button.png)
+{{ site.data.reusables.enterprise_enterprise_support.submit-support-ticket-first-section }}
+{{ site.data.reusables.enterprise_enterprise_support.submit-support-ticket-second-section }}
+
+### Further reading
+- "[{{ site.data.variables.product.prodname_dotcom }}'s products](/github/getting-started-with-github/githubs-products)"
+- "[About {{ site.data.variables.contact.github_support }}](/articles/about-github-support)"
+- "[About {{ site.data.variables.contact.premium_support }} for {{ site.data.variables.product.prodname_ghe_cloud }}](/articles/about-github-premium-support-for-github-enterprise-cloud)."