---
title: About GitHub Enterprise Support
intro: '{% data variables.contact.github_support %} can help you troubleshoot issues that arise on {% data variables.product.product_name %}.'
redirect_from:
  - /enterprise/admin/enterprise-support/about-github-enterprise-support
versions:
  enterprise-server: '*'
  github-ae: '*'
---

{% note %}

**Note**: {% data reusables.support.data-protection-and-privacy %}

{% endnote %}

### About {% data variables.contact.enterprise_support %}

{% data variables.product.product_name %} includes {% data variables.contact.enterprise_support %} in English{% if enterpriseServerVersions contains currentVersion %}and Japanese{% endif %}.

{% if enterpriseServerVersions contains currentVersion %}
You can contact {% data variables.contact.enterprise_support %} through {% data variables.contact.contact_enterprise_portal %} for help with:
 - Installing and using {% data variables.product.product_name %}
 - Identifying and verifying the causes of suspected errors
{% endif %}

In addition to all of the benefits of {% data variables.contact.enterprise_support %}, {% if enterpriseServerVersions contains currentVersion %}{% data variables.contact.premium_support %}{% else %}support for {% data variables.product.product_name %}{% endif %} 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{% if currentVersion == "github-ae@latest" %}n enhanced{% endif %} Service Level Agreement (SLA) {% if enterpriseServerVersions contains currentVersion %}with guaranteed initial response times{% endif %}
{% if currentVersion == "github-ae@latest" %}
  - An assigned Technical Service Account Manager
  - Quarterly support reviews
  - Managed Admin services
{% else if enterpriseServerVersions contains currentVersion %}
  - Technical account managers
  - Access to premium content
  - Scheduled health checks
  - Managed Admin hours
{% endif %}

{% data reusables.support.government-response-times-may-vary %}

{% if enterpriseServerVersions contains currentVersion %}
For more information, see "[About {% data variables.contact.premium_support %} for {% data variables.product.prodname_ghe_server %}](/enterprise/admin/guides/enterprise-support/about-github-premium-support-for-github-enterprise-server)."
{% endif %}

{% data reusables.support.scope-of-support %}

### Contacting {% data variables.contact.enterprise_support %}

You can contact {% data variables.contact.enterprise_support %} through {% if enterpriseServerVersions contains currentVersion %}{% data variables.contact.contact_enterprise_portal %}{% elsif currentVersion == "github-ae@latest" %} the {% data variables.contact.ae_azure_portal %}{% endif %} to report issues in writing. For more information, see "[Receiving help from {% data variables.contact.github_support %}](/admin/enterprise-support/receiving-help-from-github-support)."

### Hours of operation

{% if enterpriseServerVersions contains currentVersion %}
#### Support in English
{% endif %}

{% if enterpriseServerVersions contains currentVersion %}
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 issues, we {% else %}We{% endif %} are available 24 hours per day, 7 days per week, even during national U.S. holidays.

{% data reusables.support.government-response-times-may-vary %}

{% if enterpriseServerVersions contains currentVersion  %}
#### 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, even during national U.S. holidays.

For a complete list of U.S. and Japanese national holidays observed by {% data variables.contact.enterprise_support %}, see "[Holiday schedules](#holiday-schedules)."{% endif %}

{% if enterpriseServerVersions contains currentVersion %}
### Holiday schedules

For urgent issues, we can help you in English 24 hours per day, 7 days per week, including on U.S. {% if enterpriseServerVersions contains currentVersion  %}and Japanese{% endif %} holidays.

#### Holidays in the United States

{% data variables.contact.enterprise_support %} observes these U.S. holidays{% if enterpriseServerVersions contains currentVersion  %}, although our global support team is available to answer urgent tickets{% endif %}.

| U.S. holiday                | Date observed |
| ---                         | ---                         |
| 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 28                 |
| New Year's Eve              | December 31                 |

#### Holidays in Japan

{% data variables.contact.enterprise_support %} does not provide Japanese-language support on December 28th through January 3rd as well as on the holidays listed in [国民の祝日について - 内閣府](https://www8.cao.go.jp/chosei/shukujitsu/gaiyou.html).

{% data reusables.enterprise_enterprise_support.installing-releases %}
{% endif %}

### Assigning a priority to a support ticket

When you contact {% data variables.contact.enterprise_support %}, you can choose one of four priorities for the ticket: {% data variables.product.support_ticket_priority_urgent %}, {% data variables.product.support_ticket_priority_high %}, {% data variables.product.support_ticket_priority_normal %}, or {% data variables.product.support_ticket_priority_low %}.

{% data reusables.support.github-can-modify-ticket-priority %}

{% if enterpriseServerVersions contains currentVersion  %}
{% data reusables.support.ghes-priorities %}
{% elsif currentVersion == "github-ae@latest" %}
{% data reusables.support.ghae-priorities %}
{% endif %}

### Resolving and closing support tickets

{% data reusables.support.enterprise-resolving-and-closing-tickets %}

### Further reading

{% if enterpriseServerVersions contains currentVersion %}
- Section 10 on Support in the "[{% data variables.product.prodname_ghe_server %} License Agreement](https://enterprise.github.com/license)"{% endif %}
- "[Receiving help from {% data variables.contact.github_support %}](/admin/enterprise-support/receiving-help-from-github-support)"{% if enterpriseServerVersions contains currentVersion %}
- "[Preparing to submit a ticket](/enterprise/admin/guides/enterprise-support/preparing-to-submit-a-ticket)"{% endif %}
- "[Submitting a ticket](/enterprise/admin/guides/enterprise-support/submitting-a-ticket)"