caaee7a124
* Add back changes from prior to purge * Manually fix some invalid Liquid * Updoot render-content * Improve test messages to show correct output * Run el scripto * Pass the remaining test
3.9 KiB
title, intro, redirect_from, versions
| title | intro | redirect_from | versions | |||
|---|---|---|---|---|---|---|
| About GitHub Premium Support for GitHub Enterprise | {% data variables.contact.premium_support %} is a paid, supplemental support offering for {% data variables.product.prodname_enterprise %} customers. |
|
|
{% note %}
Notes:
-
The terms of {% data variables.contact.premium_support %} are subject to change without notice and are effective as of July 2019.
-
{% data reusables.support.data-protection-and-privacy %}
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This article contains the terms of {% data variables.contact.premium_support %} for {% data variables.product.prodname_enterprise %} customers who purchase {% data variables.product.prodname_ghe_server %} and {% data variables.product.prodname_ghe_cloud %} together. The terms of {% data variables.contact.premium_support %} may be different for customers who purchase either product separately. For more information, see "[About {% data variables.contact.premium_support %} for {% data variables.product.prodname_ghe_server %}](/enterprise/{{ currentVersion }}/admin/guides/enterprise-support/about-github-premium-support-for-github-enterprise-server)" and "About {% data variables.contact.premium_support %} for {% data variables.product.prodname_ghe_cloud %}."
{% endnote %}
About {% data variables.contact.premium_support %}
In addition to all of the benefits of {% data variables.contact.enterprise_support %}, {% 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
{% data reusables.support.about-premium-plans %}
{% data reusables.support.signing-up-for-premium-support %}
{% data reusables.support.scope-of-support %} For more information, see "Reaching {% data variables.product.prodname_ghe_server %} Support."
{% data reusables.support.contacting-premium-support %}
Hours of operation
{% data variables.contact.premium_support %} is available 24 hours a day, 7 days per week.
{% data reusables.support.service-level-agreement-response-times %}
{% data reusables.enterprise_enterprise_support.installing-releases %}
You must install the minimum supported version of {% data variables.product.prodname_ghe_server %} pursuant to the Supported Releases section of your applicable license agreement within 90 days of placing an order for {% data variables.contact.premium_support %}.
Assigning a priority to a support ticket
When you contact {% data variables.contact.premium_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 %}.
- Ticket priorities for {% data variables.product.prodname_ghe_cloud %}
- Ticket priorities for {% data variables.product.prodname_ghe_server %}
Ticket priorities for {% data variables.product.prodname_ghe_cloud %}
{% data reusables.support.ghec-premium-priorities %}
Ticket priorities for {% data variables.product.prodname_ghe_server %}
{% data reusables.support.ghes-priorities %}
Resolving and closing support tickets
{% data reusables.support.premium-resolving-and-closing-tickets %}
{% data reusables.support.receiving-credits %}
{% data reusables.support.accessing-premium-content %}