7.2 KiB
title, intro, redirect_from, versions
| title | intro | redirect_from | versions | |||||
|---|---|---|---|---|---|---|---|---|
| About GitHub Enterprise Support | {% data variables.contact.github_support %} can help you troubleshoot issues that arise on {% data variables.product.product_name %}. |
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{% 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 %}." {% 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 %}."
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."{% 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 26 |
| 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.
{% 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 %}
- Frequently asked questions about {% data variables.product.prodname_ghe_server %}
- Section 10 on Support in the "{% data variables.product.prodname_ghe_server %} License Agreement"{% endif %}
- "Receiving help from {% data variables.contact.github_support %}"{% if enterpriseServerVersions contains currentVersion %}
- "Preparing to submit a ticket"{% endif %}
- "Submitting a ticket"