52 lines
3.1 KiB
Markdown
52 lines
3.1 KiB
Markdown
---
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title: GitHub Enterprise Cloud support
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redirect_from:
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- /articles/business-plan-support/
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- /articles/github-business-cloud-support/
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- /articles/github-enterprise-cloud-support
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intro: '{% 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.'
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versions:
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fpt: '*'
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topics:
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- Jobs
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shortTitle: GitHub Enterprise Cloud
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---
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{% note %}
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**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 %}](/articles/about-github-premium-support-for-github-enterprise-cloud)."
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{% endnote %}
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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 %}.
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Questions that qualify for priority responses:
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- Include questions related to your inability to access or use {% data variables.product.prodname_dotcom %}'s core version control functionality
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- Include situations related to your account security
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- Do not include peripheral services and features, such as questions about Gists, {% data variables.product.prodname_pages %}, or email notifications
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- Include questions only about organizations currently using {% data variables.product.prodname_ghe_cloud %}
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To qualify for a priority response, you must:
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- Submit your question to [{% data variables.contact.enterprise_support %}](https://enterprise.githubsupport.com/hc/en-us/requests/new?github_product=cloud) from a verified email address that's associated with an organization currently using {% data variables.product.prodname_ghe_cloud %}
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- Submit a new support ticket for each individual priority situation
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- Submit your question from Monday-Friday in your local time zone
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- Understand that the response to a priority question will be received via email
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- Cooperate with {% data variables.contact.github_support %} and provide all of the information that {% data variables.contact.github_support %} asks for
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{% tip %}
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**Tip:** Questions do not qualify for a priority response if they are submitted on a local holiday in your jurisdiction.
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{% endtip %}
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The target eight-hour response time:
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- Begins when {% data variables.contact.github_support %} receives your qualifying question
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- Does not begin until you have provided sufficient information to answer the question, unless you specifically indicate that you do not have sufficient information
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- Does not apply on weekends in your local timezone or local holidays in your jurisdiction
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{% note %}
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**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.
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{% endnote %}
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