3.9 KiB
title, intro, redirect_from, versions, topics, shortTitle
| title | intro | redirect_from | versions | topics | shortTitle | |||||
|---|---|---|---|---|---|---|---|---|---|---|
| About GitHub Premium Support for GitHub Enterprise Cloud | {% data variables.contact.premium_support %} is a paid, supplemental support offering for {% data variables.product.prodname_ghe_cloud %} customers. |
|
|
|
GitHub Premium Support |
{% note %}
Notes:
-
The terms of {% data variables.contact.premium_support %} are subject to change without notice and are effective as of September 2018.
-
{% data reusables.support.data-protection-and-privacy %}
-
This article contains the terms of {% data variables.contact.premium_support %} for {% data variables.product.prodname_ghe_cloud %} customers. The terms may be different for customers of {% data variables.product.prodname_ghe_server %} or {% data variables.product.prodname_enterprise %} customers who purchase {% data variables.product.prodname_ghe_server %} and {% data variables.product.prodname_ghe_cloud %} together. For more information, see "About {% data variables.contact.premium_support %} for {% data variables.product.prodname_ghe_server %}" and "About {% data variables.contact.premium_support %} for {% data variables.product.prodname_enterprise %}."
{% endnote %}
About {% data variables.contact.premium_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 %}
{% 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 %}
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 %}.
{% data reusables.support.github-can-modify-ticket-priority %}
{% data reusables.support.ghec-premium-priorities %}
Resolving and closing support tickets
{% data variables.contact.premium_support %} may consider a ticket solved after providing an explanation, recommendation, usage instructions, or workaround instructions,
If you use a custom or unsupported plug-in, module, or custom code, {% data variables.contact.premium_support %} may ask you to remove the unsupported plug-in, module, or code while attempting to resolve the issue. If the problem is fixed when the unsupported plug-in, module, or custom code is removed, {% data variables.contact.premium_support %} may consider the ticket solved.
{% data variables.contact.premium_support %} may close tickets if they're outside the scope of support or if multiple attempts to contact you have gone unanswered. If {% data variables.contact.premium_support %} closes a ticket due to lack of response, you can request that {% data variables.contact.premium_support %} reopen the ticket.
{% data reusables.support.receiving-credits %}
{% data reusables.support.accessing-premium-content %}