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Get 24/7 support for your business with GitHub Premium Support

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Already an existing customer?

GitHub Enterprise

Upgrade to GitHub Premium Support to drive impact quickly.

  • Experience faster responses 24/7 to maximize your uptime
  • Receive expert support in one central location
  • Get a dedicated engineer who knows your account
GitHub Enterprise

Get GitHub Premium Support with your Microsoft Unified Support plan.

  • Provide your team with convenient, self-service tools
  • Ensure the reliability of your environment
  • Accelerate your goals with best-in-class support

Not a GitHub Enterprise customer yet?

Learn more about GitHub Premium Support and GitHub Premium Plus Support to discover the plan that’s right for you.

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Why choose GitHub Premium Support?

At TSIA, we're seeing technology leaders take an active role in helping their customers adopt new technologies. GitHub is demonstrating a thoughtful, deliberate approach to creating compelling service offerings.

With three tiers of service options, GitHub Premium Support provides customers with smart services at the right time to drive business goals, while simplifying customer choice and allowing for service expansion as needed.

Hal Stanley // VP Service Offer Management Research & Advisory, TSIA

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Discover the plan that’s right for you

Use the dropdown filters to reflect your organization’s properties.

Enterprise

24/5
Support
< 8 hours
Initial response for urgent requests
< 8 hours
Initial response for high requests
 
 
 
Already included with your Enterprise license:
  • Support via online ticket submission
  • Expert guidance from a shared support team

Premium

24/7
Support
30 min
Initial response for urgent requests
4 hours
Initial response for high requests
20
Support entitlements
 
 
Get everything in the Enterprise support plan, along with:
  • Phone support in English via callback request
  • Screenshare support for critical issues
  • Guaranteed service level agreements (SLAs)
  • 20 support entitlement licenses
  • Priority ticket handling
  • Escalation management
  • Unlimited automated health check reports
  • Access to premium training content

Premium Plus

24/7
Support
30 min
Initial response for urgent requests
4 hours
Initial response for high requests
20
Support entitlements
Named CRE
Per account
1 training
Per year
Get everything in Premium support plan, along with:
  • Designated Customer Reliability Engineer (CRE)
  • Incident management
  • Quarterly enhanced health checks with findings, interpretations, and recommendations from a CRE (by request)
  • Crisis prevention: Guided incident simulations that help you prepare for — and experience — an incident without risk (available for GitHub Enterprise Server)
  • 1 virtual training class per year
  • 12 hours of technical advisory hours per quarter
  • Application upgrade assistance (by request)
  • Cloud planning (by request)
Compare all features
Features on Premium Switch plans

Select a plan to review its features

Enterprise

Premium Plus

Plan coverage

Included with Enterprise Cloud and Enterprise Server

Available for Enterprise Cloud and Enterprise Server

Available for Enterprise Cloud and Enterprise Server

Included with Enterprise Cloud and Enterprise Server

Available for Enterprise Cloud and Enterprise Server

Available for Enterprise Cloud and Enterprise Server

Support hours

24/5

24/7

24/7

24/5

24/7

24/7

Initial response time

< 8 hours

30 minutes for Urgent (including initial troubleshooting)

4 hours for High

30 minutes for Urgent (including initial troubleshooting)

4 hours for High

< 8 hours

30 minutes for Urgent (including initial troubleshooting)

4 hours for High

30 minutes for Urgent (including initial troubleshooting)

4 hours for High

Training
n/a

Access to premium content

Access to premium content

1 virtual training class per year

One virtual training class is offered per year, with topics such as “GitHub for developers” and “GitHub for admins”.

n/a

Access to premium content

Access to premium content

1 virtual training class per year

Members with support entitlements
n/a

20

20

These members determine if incoming inquiries can be addressed via their company’s admin or only by GitHub.

n/a

20

20

Dedicated resources
n/a

Priority ticket handling

Priority ticket handling + named Customer Reliability Engineer

n/a

Priority ticket handling

Priority ticket handling + named Customer Reliability Engineer

Escalation management
n/a

For High and Urgent priority tickets

For High and Urgent priority tickets

n/a

For High and Urgent priority tickets

For High and Urgent priority tickets

Incident management
n/a
n/a

For Urgent priority tickets, as needed

Ensures you have the technical resources needed for case resolution, and is available 24/7.

n/a
n/a

For Urgent priority tickets, as needed

Health Checks
n/a

Unlimited automated Health Check reports (see “Generating a Health Check for your enterprise”)

Unlimited automated Health Check reports (see “Generating a Health Check for your enterprise”)

Quarterly enhanced health checks with findings, interpretations, and recommendations from a CRE (by request)

n/a

Unlimited automated Health Check reports (see “Generating a Health Check for your enterprise”)

Unlimited automated Health Check reports (see “Generating a Health Check for your enterprise”)

Quarterly enhanced health checks with findings, interpretations, and recommendations from a CRE (by request)

Crisis Prevention
n/a
n/a

Up to four sessions about reliability best practices, preparing for a potential incident, and efficiently interacting with GitHub Support.

n/a
n/a

Up to four sessions about reliability best practices, preparing for a potential incident, and efficiently interacting with GitHub Support.

Technical advisory hours
n/a
n/a

12 hours per quarter

Hours can be scheduled at your discretion. You can use them for technical tasks, such as prepping for a GitHub Enterprise Server upgrade.

n/a
n/a

12 hours per quarter

Application upgrade assistance
n/a
n/a

By request

Delivered upon request via our Customer Reliability Engineers.

n/a
n/a

By request

Cloud planning
n/a
n/a

By request

Delivered upon request via our Customer Reliability Engineers.

n/a
n/a

By request

See what customers are saying about GitHub Premium Support

Our support engineer was very helpful in pointing me to the exact resource I needed in minutes.

Bloomberg logo

The support agent took care of the request with a great sense of urgency and addressed the issue well.

CDK GLOBAL logo

I'd like to applaud our engineer for how he exceptionally responded to our query. This ticket was not a simple, one-answer investigation and I was very happy with how he explored multiple angles to investigate.

Centrica logo

Our engineer was super helpful and spot on with figuring out the problem. The steps he suggested helped me figure out the problem quickly. Kudos!

vmware logo

Meet your dedicated GitHub Premium Support team

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Premium Support Engineers

Premium Support Engineers, available only for GitHub Premium Support customers, are dedicated resources who manage and coordinate your entire GitHub Premium Support experience.

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Support Incident Coordinators

Support Incident Coordinators are responsible for any major incident management, from initiation until resolution, and are available to you 24/7.

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Customer Reliability Engineers (CREs)

Customer Reliability Engineers (CREs), available only for GitHub Premium Plus Support customers, know your customer account in detail and can provide answers faster than Premium Support Engineers.

Frequently asked questions

About GitHub Premium Support

What is GitHub Premium Support for?

GitHub Premium Support helps customers implement GitHub Enterprise quickly and effectively across the organization with 24/7 support.

How much does GitHub Premium Support cost?

For pricing information, please get in touch with the GitHub Premium Support Sales sales team.

What are the levels of support in GitHub Premium Support?

There are three levels of support:

  1. The basic plan included with your GitHub Enterprise license
  2. GitHub Premium Support
  3. GitHub Premium Plus Support

Please refer to our plan comparison table for more details.

How do I contact GitHub Premium Support?

If you are an existing GitHub Premium Support customer, please sign in to our support portal. If you don’t already have GitHub Premium Support, please contact sales.

Choosing your plan

What is escalation and incident management?

Escalation and incident management is the ability to escalate ticket progression in the GitHub support portal. After someone escalates a ticket, Support Incident Coordinators orchestrate all necessary parties to resolve the ticket. Additionally, Senior Escalation Engineers (SEEs) facilitate GitHub-internal technical communications and liaise with the rest of GitHub to improve the support team’s capability in similar future circumstances.

What is incident response management?

Incident response management helps manage the technical resources needed for case resolution. Support Incident Coordinators are available for incident response management 24/7.

What are my SLAs for initial response?

GitHub Premium Support and GitHub Premium Plus Support customers have SLAs. For urgent priority tickets, your SLA guarantees a 30-minute initial response time, which includes troubleshooting. For high priority tickets, your SLA provides a four-hour initial response time.

What’s included in initial troubleshooting?

For initial troubleshooting, the assigned Premium Support Engineer/Customer Reliability Engineer will review and acknowledge your ticket. To better understand the issue and start troubleshooting, the engineer may ask for additional information such as screenshots, error messages, log files, diagnostics files, support bundles, or the output of specific console commands. They may also collaborate with others in support, engineering, or in the regional incident commander.

If a callback was requested, the engineer will determine if screen sharing is the most effective way to drive ticket resolution. If so, they will invite you to join a screen-sharing session.

How do I get health check reports?

GitHub Premium Support and GitHub Premium Plus Support customers are entitled to unlimited automated health check reports. Additionally, GitHub Premium Plus Support customers can request quarterly enhanced health checks with findings, interpretations, and recommendations from a Customer Reliability Engineer (CRE).

What is crisis prevention?

Crisis prevention allows GitHub Enterprise Server customers to prepare for — and experience — an incident without risk. Your Customer Reliability Engineer (CRE) guides your team through an incident simulation in a safe and controlled environment.

Crisis Prevention consists of up to four sessions about reliability best practices, preparing for a potential incident, and efficiently interacting with GitHub Support. After the incident simulation, your CRE will run a detailed retrospective, uncovering lessons learned and improvement suggestions for the future.

How long does GitHub Premium Support take?

GitHub Premium Support and GitHub Premium Plus Support Plus customers have service-level agreements (SLAs) for initial response. For urgent priority tickets, the initial response SLA guarantees a 30-minute initial response time, which includes troubleshooting. For high-priority tickets, the initial response SLA provides a four-hour time.

We currently do not provide estimates for time to resolution, as the complexity of tickets varies. However, we review these metrics on a regular basis and reduce times whenever possible.

How do I resolve a problem in GitHub Enterprise?

You can get support via online ticket submission if you’re using the basic plan included with your GitHub Enterprise license. If you have GitHub Premium Support or GitHub Premium Plus Support, you can submit a ticket online. For urgent tickets, GitHub Premium Support and GitHub Premium Plus Support customers can request a callback and have a screen-sharing session with one of our Premium Support Engineers or Customer Reliability Engineers (CREs). Please refer to our plan comparison table for more details.

Rules and policies

If I do not use all the technical advisory hours in a given quarter, can they be carried over?

Premium Plus customers may use up to 12 technical advisory hours per quarter. Unused technical advisory hours may not be carried over into the next quarter.

How can the technical advisory support hours be used?

There are multiple ways you can use technical advisory hours, including but not limited to:

  • Consultations regarding GitHub best practices and general recommendations
  • GitHub Enterprise Server upgrade preparation and assistance

Does GitHub Premium Support provide service on weekends?

Yes! GitHub Premium Support and GitHub Premium Plus Support customers receive 24/7 support.

Upgrading your plan

What virtual trainings are available with GitHub Premium Plus Support and who can participate?

Customers get access to one virtual training class per year. Topics include:

  • “GitHub for developers” (up to 20 participants)
  • “GitHub for admins” (Cloud or Server, up to 10 participants)
  • “GitHub for non-developers” (up to 20 participants)

What value will I get by upgrading to GitHub Premium Plus Support?

GitHub Premium Plus Support customers get an assigned Customer Reliability Engineer (CRE), quarterly enhanced health checks, access to crisis prevention, technical advisory hours, and many additional benefits, which you can review in our plan comparison table.

What’s the benefit of having a Customer Reliability Engineer (CRE) over a Premium Support Engineer?

A CRE knows your customer account in detail and can help you expedite case resolution faster than a Premium Support Engineer.

Since I get GitHub Enterprise Support for free, why should I upgrade to GitHub Premium Support?

Most customers upgrade to GitHub Premium Support because they need initial response SLAs for urgent and high priority requests, phone support, screen share support for critical issues, and health checks. To see a full list of features for GitHub Premium Support packages, please refer to our plan comparison table.

Ready to maximize your investment?

Get in touch with a GitHub Premium Support specialist today.

Click below to fill out the form, and our management team will contact you within 48 hours.

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