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3.1 KiB
title, redirect_from, intro, versions
| title | redirect_from | intro | versions | |||||
|---|---|---|---|---|---|---|---|---|
| GitHub Enterprise Cloud support |
|
{{ site.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: {{ site.data.variables.product.prodname_ghe_cloud }} customers can sign up for {{ site.data.variables.contact.premium_support }}. For more information, see "About {{ site.data.variables.contact.premium_support }} for {{ site.data.variables.product.prodname_ghe_cloud }}."
{% endnote %}
You can submit priority questions if you have purchased {{ site.data.variables.product.prodname_ghe_cloud }} or if you're a member, outside collaborator, or billing manager of a {{ site.data.variables.product.prodname_dotcom }} organization currently subscribed to {{ site.data.variables.product.prodname_ghe_cloud }}.
Questions that qualify for priority responses:
- Include questions related to your inability to access or use {{ site.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, {{ site.data.variables.product.prodname_pages }}, or email notifications
- Include questions only about organizations currently using {{ site.data.variables.product.prodname_ghe_cloud }}
To qualify for a priority response, you must:
- Submit your question to {{ site.data.variables.contact.enterprise_support }} from a verified email address that's associated with an organization currently using {{ site.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 {{ site.data.variables.contact.github_support }} and provide all of the information that {{ site.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 {{ site.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: {{ site.data.variables.contact.github_support }} does not guarantee a resolution to your priority question. {{ site.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 %}