docs/content/support/learning-about-github-support/about-github-support.md

title, intro, shortTitle, versions, redirect_from, topics

title	intro	shortTitle	versions	redirect_from	topics
About GitHub Support	You can contact GitHub Support for help troubleshooting issues you encounter while using GitHub.	About GitHub Support	fpt ghec ghes ghae * * * *	/enterprise/admin/enterprise-support/about-github-enterprise-support /admin/enterprise-support/about-github-enterprise-support /admin/enterprise-support/overview/about-github-enterprise-support /articles/about-github-support /github/working-with-github-support/about-github-support /articles/github-enterprise-cloud-support /github/working-with-github-support/github-enterprise-cloud-support /articles/business-plan-support /articles/github-business-cloud-support	Support

About {% data variables.contact.github_support %}

The support options available to {% data variables.product.prodname_dotcom %} users depend on the products used by their personal accounts, any organizations or enterprises they are members of, and any {% data variables.product.prodname_ghe_server %} instances they manage. Each product includes a default level of support and accounts that use {% data variables.product.prodname_enterprise %} can purchase {% data variables.contact.premium_support %}.

{% ifversion fpt %} If you're a member of an organization that uses {% data variables.product.prodname_enterprise %}, you can use the drop-down menu in the upper-right corner of {% data variables.product.prodname_docs %} to view a version of these articles appropriate to your product. For more information, see "About versions of GitHub Docs." {% endif %}

{% ifversion not ghae %}

	{% data variables.product.prodname_gcf %}	Standard support	Premium support
{% data variables.product.prodname_free_user %}	{% octicon "check" aria-label="Check" %}
{% data variables.product.prodname_pro %}	{% octicon "check" aria-label="Check" %}	{% octicon "check" aria-label="Check" %}
{% data variables.product.prodname_team %}	{% octicon "check" aria-label="Check" %}	{% octicon "check" aria-label="Check" %}
{% data variables.product.prodname_ghe_cloud %}	{% octicon "check" aria-label="Check" %}	{% octicon "check" aria-label="Check" %}	Available to purchase
{% data variables.product.prodname_ghe_server %}	{% octicon "check" aria-label="Check" %}	{% octicon "check" aria-label="Check" %}	Available to purchase

{% endif %}

{% ifversion ghes %}

You can contact {% data variables.contact.enterprise_support %} through the {% data variables.contact.contact_enterprise_portal %} for help with:

• Installing and using {% data variables.product.product_name %}
• Identifying and verifying the causes of suspected errors
• Installing and using {% data variables.product.prodname_advanced_security %}

{% endif %}

{% ifversion ghes or ghec %}

{% data reusables.support.premium-support-features %}

For more information, see "About GitHub Premium Support."

{% endif %}

{% ifversion fpt or ghec %}

Before contacting {% data variables.contact.github_support %}, check if there are currently any incidents affecting services on {% data variables.product.prodname_dotcom %} on {% data variables.product.prodname_dotcom %} Status. For more information, see "About GitHub status."

{% endif %}

{% ifversion fpt %} {% data reusables.support.free-and-paid-support %}

To report account, security, and abuse issues, or to receive assisted support for a paid account, visit the {% data variables.contact.contact_support_portal %}. For more information, see "Creating a support ticket." {% endif %}

{% ifversion fpt %} If you have any paid product or are a member of an organization with a paid product, you can contact {% data variables.contact.github_support %} in English. {% else %} With {% data variables.product.product_name %}, you have access to support in English{% ifversion ghes %} and Japanese{% endif %}. {% endif %}

{% ifversion ghes or ghec %}

To contact {% data variables.contact.github_support %}, visit the {% data variables.contact.contact_support_portal %}. For more information, see "Creating a support ticket."

{% elsif ghae %}

You can contact {% data variables.contact.enterprise_support %} through the {% data variables.contact.ae_azure_portal %} to report issues in writing. For more information, see "Creating a support ticket."

{% endif %}

{% ifversion not ghae %} Email communication from GitHub Support will always be sent from either a github.com or githubsupport.com address. {% endif %}

Scope of support

{% data reusables.support.scope-of-support %}

{% ifversion ghec or fpt %}

About GitHub status

You can check for any incidents currently affecting {% data variables.product.prodname_dotcom %} services and view information about past incidents on {% data variables.product.prodname_dotcom %}'s Status page.

You can also subscribe and get alerted via email, text message, and webhook whenever there's an incident affecting {% data variables.product.prodname_dotcom %}.

{% endif %}

{% ifversion ghec or ghes %}

About support entitlement

Enterprise owners and billing managers automatically have a support entitlement, which enables them to create, view, and comment on support tickets associated with their enterprise account.

Enterprise owners can also add support entitlements to members of organizations owned by their enterprise account, allowing those members to create, view, and comment on support tickets. For more information, see "Managing support entitlements for your enterprise."

{% endif %}

{% ifversion fpt or ghec %}

Granting {% data variables.contact.github_support %} temporary access to a private repository

If {% data variables.contact.github_support %} needs to access a private repository to address your support request, the owner of the repository will receive an email with a link to accept or decline temporary access. The owner will have 20 days to accept or decline the request before the request expires. If the owner accepts the request, {% data variables.contact.github_support %} will have access the repository for five days.

{% data variables.contact.github_support %} will never access your private repositories without your explicit consent. For more information, see the Terms of Service. {% endif %}

{% ifversion ghec or ghes %}

Contacting GitHub Sales and GitHub Training

For pricing, licensing, renewals, quotes, payments, and other related questions, contact {% data variables.contact.contact_enterprise_sales %} or call +1 (877) 448-4820.

To learn more about training options, including customized trainings, see {% data variables.product.company_short %}'s training site.

{% note %}

Note: Training is included in the {% data variables.product.premium_plus_support_plan %}. For more information, see "About GitHub Premium Support."

{% endnote %}

{% endif %}

{% ifversion ghes %}

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.

{% data reusables.enterprise_enterprise_support.support-holiday-availability %}

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 %}

{% endif %}

{% ifversion ghec or ghes or ghae %}

Resolving and closing support tickets

{% data reusables.support.enterprise-resolving-and-closing-tickets %}

{% endif %}

Further reading

{%- ifversion ghes %}

• Section 10 on Support in the "{% data variables.product.prodname_ghe_server %} License Agreement" {%- endif %}
• "Creating a support ticket" {%- ifversion not ghae %}
• "Viewing and updating support tickets" {%- endif %}