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
5.4 KiB
title, intro, redirect_from, versions
| title | intro | redirect_from | versions | |||
|---|---|---|---|---|---|---|
| About GitHub Enterprise Support | {% data variables.product.prodname_ghe_server %} Support can help you troubleshoot issues that arise on your {% data variables.product.prodname_ghe_server %} appliance. |
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{% note %}
Note: {% data reusables.support.data-protection-and-privacy %}
{% endnote %}
About {% data variables.contact.enterprise_support %}
{% data variables.product.prodname_ghe_server %} includes {% data variables.contact.enterprise_support %} in English and Japanese.
You can contact {% data variables.contact.enterprise_support %} through our support portal for help with:
- Installing and using {% data variables.product.prodname_ghe_server %}
- Identifying and verifying the causes of suspected errors
In addition to all of the benefits of {% data variables.contact.enterprise_support %}, {% data variables.contact.premium_support %} offers:
- Written support through our support portal 24 hours per day, 7 days per week
- Phone support 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
For more information, see "About {% data variables.contact.premium_support %} for {% data variables.product.prodname_ghe_server %}."
{% data reusables.support.scope-of-support %}
Contacting {% data variables.contact.enterprise_support %}
{% data variables.contact.enterprise_support %} customers can use the {% data variables.contact.contact_enterprise_portal %} to report issues in writing.
Hours of operation
Support in English
For standard non-urgent issues, we offer support in English 24 hours per day, 5 days per week, excluding weekends and national U.S. holidays. The standard response time is 24 hours.
For urgent issues, we are available 24 hours per day, 7 days per week, even during national U.S. holidays.
Support in Japanese
For non-urgent issues, support in Japanese is available Monday through Friday from 9:00 AM to 5:00 PM JST, excluding national holidays in Japan. For urgent issues, we offer support in English 24 hours per day, 7 days per week, even during national U.S. holidays.
For a complete list of U.S. and Japanese national holidays observed by {% data variables.contact.enterprise_support %}, see "Holiday schedules."
Holiday schedules
For urgent issues, we can help you in English 24 hours per day, 7 days per week, including on U.S. and Japanese holidays.
Holidays in the United States
{% data variables.contact.enterprise_support %} observes these U.S. holidays, although our global support team is available to answer urgent tickets.
| U.S. holiday | Date observed in {{ "now" | date: "%Y" }} | | --- | --- | | New Year's Day | January 1 | | Martin Luther King, Jr. Day | Third Monday in January | | Presidents' Day | Third Monday in February | | Memorial Day | Last Monday in May | | Independence Day | July 4 | | Labor Day | First Monday in September | | Veterans Day | November 12 | | Thanksgiving Day | Fourth Thursday in November | | Day after Thanksgiving | Fourth Friday in November | | Christmas Eve | December 24 | | Christmas Day | December 25 | | Day after Christmas | December 26 | | New Year's Eve | December 31 |
Holidays in Japan
{% data variables.contact.enterprise_support %} does not provide Japanese-language support on December 28th through January 3rd as well as on the holidays listed in 国民の祝日について - 内閣府.
{% data reusables.enterprise_enterprise_support.installing-releases %}
Assigning a priority to a support ticket
When you contact {% data variables.contact.enterprise_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.ghes-priorities %}
Resolving and closing support tickets
{% data reusables.support.enterprise-resolving-and-closing-tickets %}