docs/content/admin/enterprise-support/overview/about-github-enterprise-support.md

title, intro, redirect_from, versions, type, topics, shortTitle

title	intro	redirect_from	versions	type	topics	shortTitle
About GitHub Enterprise Support	{% data variables.contact.github_support %} can help you troubleshoot issues that arise on {% data variables.product.product_name %}.	/enterprise/admin/enterprise-support/about-github-enterprise-support /admin/enterprise-support/about-github-enterprise-support	ghes ghae * *	overview	Enterprise Support	GitHub Enterprise Support

{% note %}

Note: {% data reusables.support.data-protection-and-privacy %}

{% endnote %}

About {% data variables.contact.enterprise_support %}

{% data variables.product.product_name %} includes {% data variables.contact.enterprise_support %} in English{% ifversion ghes %} and Japanese{% endif %}.

{% ifversion ghes %} You can contact {% data variables.contact.enterprise_support %} through {% 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

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:

• 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
• Customer Reliability Engineers
• Access to premium content
• Scheduled health checks
• Managed Admin hours {% endif %}

{% ifversion ghes %} For more information, see "About {% data variables.contact.premium_support %} for {% data variables.product.prodname_ghe_server %}." {% endif %}

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

Contacting {% data variables.contact.enterprise_support %}

{% ifversion ghes %} {% data reusables.support.zendesk-old-tickets %} {% endif %}

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 %}."

{% 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 %}

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 %}

{% ifversion ghes %} {% data reusables.support.ghes-priorities %} {% elsif ghae %} {% data reusables.support.ghae-priorities %} {% endif %}

Resolving and closing support tickets

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

Further reading

{% ifversion ghes %}

• Section 10 on Support in the "{% data variables.product.prodname_ghe_server %} License Agreement"{% endif %}
• "Receiving help from {% data variables.contact.github_support %}"{% ifversion ghes %}
• "Preparing to submit a ticket"{% endif %}
• "Submitting a ticket"