About GitHub Premium Support

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.

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
Crisis prevention: Guided incident simulations that help you prepare for—and experience—an incident without risk. (Premium Plus plan / GitHub Engineering Direct only)
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 / GitHub Engineering Direct only)
Technical advisory hours (Premium Plus plan / GitHub Engineering Direct only)

	Premium plan	Premium Plus plan / GitHub Engineering Direct
Hours of operation	24 x 7	24 x 7
Initial response time	30 minutes for Urgent (including initial troubleshooting) 4 hours for High 48 hours for Normal 48 hours for Low	30 minutes for Urgent (including initial troubleshooting) 4 hours for High 24 hours for Normal 48 hours for Low
Support channels	Online ticket submission Phone support in English via callback request (when required for ticket resolution) Screen share request for critical issues	Online ticket submission Phone support in English via callback request (when required for ticket resolution) Screen share request for critical issues
Training	Access to premium content	Access to premium content 1 virtual training class per year
Members with support entitlements	20	40
Resources	Priority ticket handling	Priority ticket handling Named Customer Reliability Engineer
Escalation management	For High and Urgent priority tickets	For High and Urgent priority tickets
Incident management	None	For Urgent priority tickets, as needed
Health checks	Unlimited automated health check reports (see Generating a health check for your enterprise)	Unlimited automated health check reports. For more information, see Generating a Health Check for your enterprise) Quarterly enhanced health checks, with findings, interpretations, and recommendations from your CRE (by request)
Crisis prevention	None	Yearly participation in guided incident simulations to help you be prepared
Technical advisory hours	None	12 hours per quarter
Application upgrade assistance	None	By request
Cloud planning	None	By request

Enterprise owners and billing managers automatically have a support entitlement. Enterprise owners can add support entitlements to members of organizations owned by their enterprise account. For more information, see Managing support entitlements for your enterprise.

Billing for GitHub Premium Support

How you are charged for GitHub Premium Support will depend on your GitHub products and how you are charged for them.

If you are a licensed billing customer, the support fee percentage is applied to the cost of licenses for the current year.
If you are a metered billing customer, the support fee percentage for Premium plan, Premium Plus plan, and GitHub Engineering Direct is calculated as either a percentage of your estimated metered spending or a set minimum annual fee—whichever amount is higher. For GitHub Engineering Direct customers, this is in addition to the Unified Support contract fee.

The support fee for metered billing is estimated from the previous 12 months' spending. If you have less than 12 months of spending history, GitHub will take a 12-month run rate based on your spending history. If your last 3 to 6 months spending is vastly different to the last 6 to 9 months, the last 3 to 6 month period will be used.

If you are switching from licensed billing to metered billing, your support fee at contract renewal is estimated based on the previous year's purchased licenses. Minimum thresholds remain in place.
If you are both a licensed and metered billing customer (hybrid), your charge will be calculated from the support fee percentage applied to the current year's license purchases plus the support fee percentage applied to your estimated metered billing spend.

New GitHub customers who are only planning to use metered products will be required to pay the annual minimum for Premium plan or Premium Plus plan / GitHub Engineering Direct.

If you would like a quote for GitHub Premium Support, contact GitHub's Sales team.

Signing up for GitHub Premium Support

To sign up for GitHub Premium Support or upgrade your plan, contact our account management team.

Scope of support

If your support request is outside of the scope of what our team can help you with, we may recommend next steps to resolve your issue outside of GitHub Support. Your support request is possibly out of GitHub Support's scope if the request is primarily about:

Third party integrations, such as Jira
Hardware setup
Hypervisor-related issues, such as OS disk detection, network setup, boot failure, VM console access, etc
CI/CD, such as Jenkins
Azure DevOps (please contact Azure Support)
Writing scripts
Configuration of external authentication systems, such as SAML identity providers
Open source projects
Writing or debugging new queries for CodeQL
Cloud provider configurations, such as virtual network setup, custom firewall, or proxy rules
Container orchestration, such as Kubernetes setup, or networking
Detailed assistance with workflows and data management
Preview features. Beta, private beta, and technical preview features are out of GitHub Support's scope.

For support with beta features, you can contact your account manager on GitHub's Sales team. For support with private beta and technical preview features, contact the group provided during the private beta's onboarding session, or your account manager on GitHub's Sales team.

For detailed assistance with workflows and data management, consult GitHub Expert Services, which offer specialized support to help you optimize your use of the platform.

If you're uncertain if the issue is out of scope, open a ticket and we're happy to help you determine the best way to proceed.

Contacting GitHub Premium Support

GitHub Premium Support customers can use the GitHub Support portal to report issues in writing, in English.

Hours of operation

GitHub Premium Support is available 24 hours a day, 7 days per week. If you purchased GitHub Premium Support prior to September 17, 2018, support is limited during holidays. For more information on holidays GitHub Premium Support observes, see the holiday schedule at About GitHub Support.

Service Level Agreement response times

For tickets you submit, support is available 24 hours a day, 7 days per week. The initial response time guaranteed by the SLA is dependent on the priority level of the ticket. Response time begins when GitHub Premium Support sets the priority level of the ticket. A response does not mean the issue has been resolved.

	Urgent Response Time	High Response Time	Normal Response Time	Low Response Time
Premium Plus plan / GitHub Engineering Direct	30 minutes	4 hours	24 hours	48 hours
Premium plan

About GitHub Premium Support

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