8f964ea2cb
Co-authored-by: Matt Pollard <mattpollard@users.noreply.github.com> Co-authored-by: Grace Park <gracepark@github.com> Co-authored-by: Steve Guntrip <12534592+stevecat@users.noreply.github.com> Co-authored-by: Robert Sese <sese@github.com> Co-authored-by: Peter Bengtsson <peterbe@github.com> Co-authored-by: Rachael Sewell <rachmari@github.com>
55 lines
3.2 KiB
Markdown
55 lines
3.2 KiB
Markdown
---
|
|
title: GitHub Enterprise Cloud support
|
|
redirect_from:
|
|
- /articles/business-plan-support/
|
|
- /articles/github-business-cloud-support/
|
|
- /articles/github-enterprise-cloud-support
|
|
intro: '{% 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.'
|
|
versions:
|
|
fpt: '*'
|
|
ghec: '*'
|
|
topics:
|
|
- Jobs
|
|
shortTitle: 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 %}](/articles/about-github-premium-support-for-github-enterprise-cloud)."
|
|
|
|
{% endnote %}
|
|
|
|
{% data reusables.support.zendesk-deprecation %}
|
|
|
|
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 %}](https://enterprise.githubsupport.com/hc/en-us/requests/new?github_product=cloud) 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 %}
|