docs/content/github/working-with-github-support/github-enterprise-cloud-support.md

title, redirect_from, intro, versions, topics, shortTitle

title	redirect_from	intro	versions	topics	shortTitle
GitHub Enterprise Cloud support	/articles/business-plan-support/ /articles/github-business-cloud-support/ /articles/github-enterprise-cloud-support	{% 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.	fpt ghec * *	Jobs	GitHub Enterprise Cloud

{% note %}

Note: {% data variables.product.prodname_ghe_cloud %} customers can sign up for {% data variables.contact.premium_support %}. For more information, see "About {% data variables.contact.premium_support %} for {% data variables.product.prodname_ghe_cloud %}."

{% endnote %}

{% data reusables.support.zendesk-old-tickets %}

You can submit priority questions if you have purchased {% data variables.product.prodname_ghe_cloud %} or if you're a member, outside collaborator, or billing manager of a {% data variables.product.prodname_dotcom %} organization currently subscribed to {% data variables.product.prodname_ghe_cloud %}.

Questions that qualify for priority responses:

• Include questions related to your inability to access or use {% 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, {% data variables.product.prodname_pages %}, or email notifications
• Include questions only about organizations currently using {% data variables.product.prodname_ghe_cloud %}

To qualify for a priority response, you must:

• Submit your question to {% data variables.contact.enterprise_support %} from a verified email address that's associated with an organization currently using {% 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 {% data variables.contact.github_support %} and provide all of the information that {% 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 {% 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: {% data variables.contact.github_support %} does not guarantee a resolution to your priority question. {% 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 %}