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
3.1 KiB
title, redirect_from, intro, versions
| title | redirect_from | intro | versions | |||||
|---|---|---|---|---|---|---|---|---|
| GitHub Enterprise Cloud support |
|
{% data variables.product.prodname_ghe_cloud %} includes a target eight-hour response time for priority support requests, Monday to Friday in your local time zone. |
|
{% note %}
Note: {% data variables.product.prodname_ghe_cloud %} customers can sign up for {% data variables.contact.premium_support %}. For more information, see "About {% data variables.contact.premium_support %} for {% data variables.product.prodname_ghe_cloud %}."
{% endnote %}
You can submit priority questions if you have purchased {% data variables.product.prodname_ghe_cloud %} or if you're a member, outside collaborator, or billing manager of a {% data variables.product.prodname_dotcom %} organization currently subscribed to {% data variables.product.prodname_ghe_cloud %}.
Questions that qualify for priority responses:
- Include questions related to your inability to access or use {% data variables.product.prodname_dotcom %}'s core version control functionality
- Include situations related to your account security
- Do not include peripheral services and features, such as questions about Gists, {% data variables.product.prodname_pages %}, or email notifications
- Include questions only about organizations currently using {% data variables.product.prodname_ghe_cloud %}
To qualify for a priority response, you must:
- Submit your question to {% data variables.contact.enterprise_support %} from a verified email address that's associated with an organization currently using {% data variables.product.prodname_ghe_cloud %}
- Submit a new support ticket for each individual priority situation
- Submit your question from Monday-Friday in your local time zone
- Understand that the response to a priority question will be received via email
- Cooperate with {% data variables.contact.github_support %} and provide all of the information that {% data variables.contact.github_support %} asks for
{% tip %}
Tip: Questions do not qualify for a priority response if they are submitted on a local holiday in your jurisdiction.
{% endtip %}
The target eight-hour response time:
- Begins when {% data variables.contact.github_support %} receives your qualifying question
- Does not begin until you have provided sufficient information to answer the question, unless you specifically indicate that you do not have sufficient information
- Does not apply on weekends in your local timezone or local holidays in your jurisdiction
{% note %}
Note: {% data variables.contact.github_support %} does not guarantee a resolution to your priority question. {% data variables.contact.github_support %} may escalate or deescalate issues to or from priority question status, based on our reasonable evaluation of the information you give to us.
{% endnote %}