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
72 lines
3.9 KiB
Markdown
72 lines
3.9 KiB
Markdown
---
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title: About GitHub Premium Support for GitHub Enterprise
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intro: '{% data variables.contact.premium_support %} is a paid, supplemental support offering for {% data variables.product.prodname_enterprise %} customers.'
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redirect_from:
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- /enterprise/admin/enterprise-support/about-github-premium-support-for-github-enterprise
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versions:
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enterprise-server: '*'
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---
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{% note %}
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**Notes:**
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- The terms of {% data variables.contact.premium_support %} are subject to change without notice and are effective as of July 2019.
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- {% 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 "<a href="/articles/about-github-premium-support-for-github-enterprise-cloud" class="dotcom-only">About {% data variables.contact.premium_support %} for {% data variables.product.prodname_ghe_cloud %}</a>."
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{% endnote %}
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### About {% data variables.contact.premium_support %}
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In addition to all of the benefits of {% data variables.contact.enterprise_support %}, {% data variables.contact.premium_support %} offers:
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- Written support, in English, through our support portal 24 hours per day, 7 days per week
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- Phone support, in English, 24 hours per day, 7 days per week
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- A Service Level Agreement (SLA) with guaranteed initial response times
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- Access to premium content
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- Scheduled health checks
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- Managed services
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{% data reusables.support.about-premium-plans %}
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{% data reusables.support.signing-up-for-premium-support %}
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{% data reusables.support.scope-of-support %} For more information, see "[Reaching {% data variables.product.prodname_ghe_server %} Support](/enterprise/admin/guides/enterprise-support/reaching-github-support)."
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{% data reusables.support.contacting-premium-support %}
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### Hours of operation
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{% data variables.contact.premium_support %} is available 24 hours a day, 7 days per week.
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{% data reusables.support.service-level-agreement-response-times %}
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{% data reusables.enterprise_enterprise_support.installing-releases %}
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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 %}.
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### Assigning a priority to a support ticket
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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 %}.
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- [Ticket priorities for {% data variables.product.prodname_ghe_cloud %}](#ticket-priorities-for-github-enterprise-cloud)
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- [Ticket priorities for {% data variables.product.prodname_ghe_server %}](#ticket-priorities-for-github-enterprise-server)
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#### Ticket priorities for {% data variables.product.prodname_ghe_cloud %}
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{% data reusables.support.ghec-premium-priorities %}
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#### Ticket priorities for {% data variables.product.prodname_ghe_server %}
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{% data reusables.support.ghes-priorities %}
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### Resolving and closing support tickets
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{% data reusables.support.premium-resolving-and-closing-tickets %}
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{% data reusables.support.receiving-credits %}
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{% data reusables.support.accessing-premium-content %}
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