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Code Issues Projects Releases Wiki Activity

Premium Plus support from MSFT was GHED is now MCS (#58648)

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Co-authored-by: Joe Clark <31087804+jc-clark@users.noreply.github.com>
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shar c
2025-12-02 09:11:03 +11:00
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commit e9892d5908
7 changed files with 14 additions and 14 deletions
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2
content/admin/managing-accounts-and-repositories/managing-users-in-your-enterprise/managing-support-entitlements-for-your-enterprise.md
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@@ -18,7 +18,7 @@ People with support entitlements for your enterprise account can use the support
Enterprise owners and billing managers automatically have a support entitlement. Enterprise owners can add support entitlements to a limited number of enterprise members.
* **{% data variables.product.premium_support_plan %}, {% data variables.product.standard_support_plan %}:** Up to 20 members
* **{% data variables.product.premium_plus_support_plan %}:** Up to 40 members
* **{% data variables.product.premium_plus_support_plan %} / {% data variables.product.microsoft_premium_plus_support_plan %}:** Up to 40 members
> [!NOTE] The level of support that members of your enterprise receive when submitting a ticket is determined by their support entitlement status:
> * If your enterprise has a Premium or Premium Plus plan and the user has a support entitlement, their ticket will receive Premium Support, which includes expedited response times and prioritized handling.

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content/enterprise-onboarding/support-for-your-enterprise/managing-support-entitlements.md
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@@ -18,7 +18,7 @@ People with support entitlements for your enterprise account can use the support
Enterprise owners and billing managers automatically have a support entitlement. Enterprise owners can add support entitlements to a limited number of enterprise members.
* **{% data variables.product.premium_support_plan %}:** Up to 20 members
* **{% data variables.product.premium_plus_support_plan %}:** Up to 40 members
* **{% data variables.product.premium_plus_support_plan %} / {% data variables.product.microsoft_premium_plus_support_plan %}:** Up to 40 members
## Adding support entitlements

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content/support/learning-about-github-support/about-github-premium-support.md
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@@ -32,11 +32,11 @@ topics:
## {% data variables.contact.premium_support %} plans
There are two {% data variables.contact.premium_support %} plans: Premium and Premium Plus / {% data variables.product.microsoft_premium_plus_support_plan %}.
There are two {% data variables.contact.premium_support %} plans: Premium and {% data variables.product.premium_plus_support_plan %} / {% data variables.product.microsoft_premium_plus_support_plan %}.
{% rowheaders %}
| | {% data variables.product.premium_support_plan %} | {% data variables.product.premium_plus_support_plan %} |
| | {% data variables.product.premium_support_plan %} | {% data variables.product.premium_plus_support_plan %} / {% data variables.product.microsoft_premium_plus_support_plan %} |
|---|---|------|
| Hours of operation | 24 x 7 | 24 x 7 |
| Initial response time | <ul><li>30 minutes for {% data variables.product.support_ticket_priority_urgent %} (including initial troubleshooting)</li><li>4 hours for {% data variables.product.support_ticket_priority_high %}</li><li>48 hours for {% data variables.product.support_ticket_priority_normal %}</li><li>48 hours for {% data variables.product.support_ticket_priority_low %}</li></ul> | <ul><li>30 minutes for {% data variables.product.support_ticket_priority_urgent %} (including initial troubleshooting)</li><li>4 hours for {% data variables.product.support_ticket_priority_high %}</li><li>24 hours for {% data variables.product.support_ticket_priority_normal %}</li><li>48 hours for {% data variables.product.support_ticket_priority_low %}</li></ul> |
@@ -65,7 +65,7 @@ How you are charged for {% data variables.contact.premium_support %} will depend
* If you are a **licensed billing** customer, the support fee percentage is applied to the cost of licenses for the current year.
* If you are a **metered billing** customer, the support fee percentage for **{% data variables.product.premium_support_plan %}**, **Premium Plus plan**, and **{% data variables.product.microsoft_premium_plus_support_plan %}** is calculated as either a percentage of your estimated metered spending or a set minimum annual fee—whichever amount is higher. For {% data variables.product.microsoft_premium_plus_support_plan %} customers, this is in addition to the Unified Support contract fee.
* If you are a **metered billing** customer, the support fee percentage for **{% data variables.product.premium_support_plan %}**, **{% data variables.product.premium_plus_support_plan %}**, and **{% data variables.product.microsoft_premium_plus_support_plan %}** is calculated as either a percentage of your estimated metered spending or a set minimum annual fee—whichever amount is higher. For {% data variables.product.microsoft_premium_plus_support_plan %} customers, this is in addition to the Unified Support contract fee.
The support fee for metered billing is estimated from the previous 12 months' spending. If you have less than 12 months of spending history, {% data variables.product.github %} will take a 12-month run rate based on your spending history. If your last 3 to 6 months spending is vastly different to the last 6 to 9 months, the last 3 to 6 month period will be used.
@@ -73,7 +73,7 @@ How you are charged for {% data variables.contact.premium_support %} will depend
* If you are both a licensed and metered billing customer (hybrid), your charge will be calculated from the support fee percentage applied to the current year's license purchases **plus** the support fee percentage applied to your estimated metered billing spend.
New {% data variables.product.github %} customers who are only planning to use metered products will be required to pay the annual minimum for {% data variables.product.premium_support_plan %} or {% data variables.product.premium_plus_support_plan %}.
New {% data variables.product.github %} customers who are only planning to use metered products will be required to pay the annual minimum for {% data variables.product.premium_support_plan %} or {% data variables.product.premium_plus_support_plan %} / {% data variables.product.microsoft_premium_plus_support_plan %}.
If you would like a quote for {% data variables.contact.premium_support %}, contact [{% data variables.product.github %}'s Sales team](https://github.com/enterprise/contact?scid=&utm_campaign=2023q3-site-ww-PremiumSupport&utm_content=Premium+Support&utm_medium=referral&utm_source=github).
@@ -101,7 +101,7 @@ For tickets you submit, support is available 24 hours a day, 7 days per week. Th
| | Urgent Response Time | High Response Time | Normal Response Time | Low Response Time |
| --- | ---| --- | --- | --- |
| {% data variables.product.premium_plus_support_plan %} | 30 minutes | 4 hours | 24 hours | 48 hours |
| {% data variables.product.premium_plus_support_plan %} / {% data variables.product.microsoft_premium_plus_support_plan %} | 30 minutes | 4 hours | 24 hours | 48 hours |
| {% data variables.product.premium_support_plan %} | 30 minutes | 4 hours | 48 hours | 48 hours |
{% endrowheaders %}

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content/support/learning-about-github-support/about-github-support.md
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@@ -131,7 +131,7 @@ For pricing, licensing, renewals, quotes, payments, and other related questions,
To learn more about training options, including customized trainings, see [{% data variables.product.company_short %}'s training site](https://services.github.com/).
> [!NOTE]
> Training is included in the {% data variables.product.premium_plus_support_plan %}. For more information, see [AUTOTITLE](/support/learning-about-github-support/about-github-premium-support).
> Training is included in the {% data variables.product.premium_plus_support_plan %} / {% data variables.product.microsoft_premium_plus_support_plan %}. For more information, see [AUTOTITLE](/support/learning-about-github-support/about-github-premium-support).
{% endif %}

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data/reusables/support/premium-support-features.md
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@@ -8,7 +8,7 @@ In addition to all of the benefits of {% data variables.contact.enterprise_suppo
* Access to premium content
* Health checks
{%- ifversion ghes %}
* Crisis prevention: Guided incident simulations that help you prepare for—and experience—an incident without risk. ({% data variables.product.premium_plus_support_plan %} only)
* Crisis prevention: Guided incident simulations that help you prepare for—and experience—an incident without risk. ({% data variables.product.premium_plus_support_plan %} / {% data variables.product.microsoft_premium_plus_support_plan %} only)
{%- endif %}
* Application upgrade assistance: Before your upgrade, we review your upgrade plans, playbooks, and other documentation and answer questions specific to your environment ({% data variables.product.premium_plus_support_plan %} only)
* Technical advisory hours ({% data variables.product.premium_plus_support_plan %} only)
* Application upgrade assistance: Before your upgrade, we review your upgrade plans, playbooks, and other documentation and answer questions specific to your environment ({% data variables.product.premium_plus_support_plan %} / {% data variables.product.microsoft_premium_plus_support_plan %} only)
* Technical advisory hours ({% data variables.product.premium_plus_support_plan %} / {% data variables.product.microsoft_premium_plus_support_plan %} only)

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data/reusables/support/submit-a-ticket.md
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@@ -9,7 +9,7 @@
1. Select the **Select personal account, enterprise account or organization** dropdown menu and click the name of the account your support ticket is regarding.
> [!NOTE]
> * For Premium, Premium Plus, or Engineering Direct support, you need to choose an enterprise account with a {% data variables.contact.premium_support %} plan. If you don't see an Enterprises section in the dropdown menu, you're not entitled to open support tickets on behalf of an enterprise account. For more information, see [AUTOTITLE](/support/learning-about-github-support/about-github-support#about-support-entitlement)
> * For {% data variables.product.premium_support_plan %}, {% data variables.product.premium_plus_support_plan %}, or {% data variables.product.microsoft_premium_plus_support_plan %} support, you need to choose an enterprise account with a {% data variables.contact.premium_support %} plan. If you don't see an Enterprises section in the dropdown menu, you're not entitled to open support tickets on behalf of an enterprise account. For more information, see [AUTOTITLE](/support/learning-about-github-support/about-github-support#about-support-entitlement)
> * To see a list of your enterprise accounts with a {% data variables.contact.premium_support %} plan, you must be signed into the {% data variables.contact.enterprise_portal %}. For more information, see [AUTOTITLE](/support/contacting-github-support/getting-your-enterprise-started-with-the-github-support-portal).
{% endif %}

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data/variables/product.yml
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@@ -248,8 +248,8 @@ prodname_roadmap_link: 'https://github.com/github/roadmap#github-public-roadmap'
# GitHub Support plans
standard_support_plan: 'Standard plan'
premium_support_plan: 'Premium plan'
premium_plus_support_plan: 'Premium Plus plan / GitHub Engineering Direct'
microsoft_premium_plus_support_plan: 'GitHub Engineering Direct'
premium_plus_support_plan: 'Premium Plus plan'
microsoft_premium_plus_support_plan: 'Mission Critical Services for GitHub plan'
support_ticket_priority_urgent: 'Urgent'
support_ticket_priority_high: 'High'
support_ticket_priority_normal: 'Normal'