Note
- The terms of GitHub Premium Support are subject to change without notice and are effective as of November 2021.
- When you use GitHub's support offerings, the terms of your Agreement, the GitHub Privacy Statement, and the GitHub Data Protection Agreement apply. By Agreement, we mean your main agreement with us — i.e. the GitHub Corporate Terms of Service, the GitHub Customer Agreement, or your Microsoft volume licensing agreement.
About GitHub Premium Support
In addition to all of the benefits of GitHub Enterprise Support, GitHub Enterprise customers can purchase GitHub Premium Support, which offers:
- Written support, in English, through our support portal 24 hours per day, 7 days per week
- Phone support via callback request, in English, through our support portal 24 hours per day, 7 days per week (when required for ticket resolution)
- A Service Level Agreement (SLA) with guaranteed initial response times
- Escalation and incident management
- Support Engineers, for Premium customers, and Customer Reliability Engineers (CREs), for Premium Plus customers, have direct access to escalation engineering resources, if needed to expedite case resolution
- Available incident coordinator to manage technical resources within GitHub until underlying issue is mitigated or fully resolved
- Access to premium content
- Health checks
- Application upgrade assistance: Before your upgrade, we review your upgrade plans, playbooks, and other documentation and answer questions specific to your environment (Premium Plus plan / Mission Critical Services for GitHub plan only)
- Technical advisory hours (Premium Plus plan / Mission Critical Services for GitHub plan only)
GitHub Premium Support plans
There are two GitHub Premium Support plans: Premium and Premium Plus plan / Mission Critical Services for GitHub plan.
| Premium plan | Premium Plus plan / Mission Critical Services for GitHub plan | |
|---|---|---|
| Hours of operation | 24 x 7 | 24 x 7 |
| Initial response time |
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| Support channels |
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