106 lines
5.1 KiB
Markdown
106 lines
5.1 KiB
Markdown
---
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title: About GitHub Enterprise Support
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intro: '{% data variables.contact.github_support %} can help you troubleshoot issues that arise on {% data variables.product.product_name %}.'
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redirect_from:
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- /enterprise/admin/enterprise-support/about-github-enterprise-support
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- /admin/enterprise-support/about-github-enterprise-support
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versions:
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ghes: '*'
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ghae: '*'
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type: overview
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topics:
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- Enterprise
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- Support
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shortTitle: GitHub Enterprise Support
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---
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{% note %}
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**Note**: {% data reusables.support.data-protection-and-privacy %}
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{% endnote %}
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## About {% data variables.contact.enterprise_support %}
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{% data variables.product.product_name %} includes {% data variables.contact.enterprise_support %} in English{% ifversion ghes %} and Japanese{% endif %}.
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{% ifversion ghes %}
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You can contact {% data variables.contact.enterprise_support %} through {% data variables.contact.contact_enterprise_portal %} for help with:
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- Installing and using {% data variables.product.product_name %}
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- Identifying and verifying the causes of suspected errors
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In addition to all of the benefits of {% data variables.contact.enterprise_support %}, {% data variables.contact.premium_support %} support for {% data variables.product.product_name %} offers:
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- Written support through our support portal 24 hours per day, 7 days per week
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- Phone support 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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- Customer Reliability Engineers
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- Access to premium content
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- Scheduled health checks
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- Managed Admin hours
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{% endif %}
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{% ifversion ghes %}
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For more information, see "[About {% data variables.contact.premium_support %} for {% data variables.product.prodname_ghe_server %}](/enterprise/admin/guides/enterprise-support/about-github-premium-support-for-github-enterprise-server)."
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{% endif %}
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{% data reusables.support.scope-of-support %}
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## Contacting {% data variables.contact.enterprise_support %}
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You can contact {% data variables.contact.enterprise_support %} through {% ifversion ghes %}{% data variables.contact.contact_enterprise_portal %}{% elsif ghae %} the {% data variables.contact.ae_azure_portal %}{% endif %} to report issues in writing. For more information, see "[Receiving help from {% data variables.contact.github_support %}](/admin/enterprise-support/receiving-help-from-github-support)."
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{% ifversion ghes %}
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## Hours of operation
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### Support in English
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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.
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For urgent issues, we are available 24 hours per day, 7 days per week, even during national U.S. holidays.
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### Support in Japanese
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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.
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For a complete list of U.S. and Japanese national holidays observed by {% data variables.contact.enterprise_support %}, see "[Holiday schedules](#holiday-schedules)."
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## Holiday schedules
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For urgent issues, we can help you in English 24 hours per day, 7 days per week, including on U.S. and Japanese holidays.
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### Holidays in the United States
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{% data variables.contact.enterprise_support %} observes these U.S. holidays, although our global support team is available to answer urgent tickets.
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{% data reusables.enterprise_enterprise_support.support-holiday-availability %}
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### Holidays in Japan
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{% 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](https://www8.cao.go.jp/chosei/shukujitsu/gaiyou.html).
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{% data reusables.enterprise_enterprise_support.installing-releases %}
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{% endif %}
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## Assigning a priority to a support ticket
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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 %}.
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{% data reusables.support.github-can-modify-ticket-priority %}
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{% ifversion ghes %}
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{% data reusables.support.ghes-priorities %}
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{% elsif ghae %}
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{% data reusables.support.ghae-priorities %}
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{% endif %}
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## Resolving and closing support tickets
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{% data reusables.support.enterprise-resolving-and-closing-tickets %}
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## Further reading
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{% ifversion ghes %}
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- Section 10 on Support in the "[{% data variables.product.prodname_ghe_server %} License Agreement](https://enterprise.github.com/license)"{% endif %}
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- "[Receiving help from {% data variables.contact.github_support %}](/admin/enterprise-support/receiving-help-from-github-support)"{% ifversion ghes %}
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- "[Preparing to submit a ticket](/enterprise/admin/guides/enterprise-support/preparing-to-submit-a-ticket)"{% endif %}
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- "[Submitting a ticket](/enterprise/admin/guides/enterprise-support/submitting-a-ticket)"
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