About GitHub Support

About GitHub Support

The support options available to GitHub users depend on the products used by their personal accounts, any organizations or enterprises they are members of, and any GitHub Enterprise Server instances they manage. Each product includes a default level of support and accounts that use GitHub Enterprise can purchase GitHub Premium Support.

You can contact GitHub Enterprise Support through the GitHub Support portal for help with:

• Installing and using GitHub Enterprise Server
• Identifying and verifying the causes of suspected errors
• Installing and using GitHub Advanced Security features

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 / Mission Critical Services for GitHub plan 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 / Mission Critical Services for GitHub plan only)
• Technical advisory hours (Premium Plus plan / Mission Critical Services for GitHub plan only)

For more information, see About GitHub Premium Support.

With GitHub Enterprise, you have access to support in English and Japanese.

You can translate English comments on a ticket into Spanish, Japanese, Portuguese (Brazil), Chinese (Simplified), French, or German. However, when responding to tickets, you should use English, unless your GitHub plan permits you to respond in Japanese. For more information, see Viewing and updating support tickets.

To contact GitHub Support, visit the GitHub Support portal. For more information, see Creating a support ticket.

Email communication from GitHub Support will always be sent from either a github.com or githubsupport.com address.

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.
• Migration assistance between specific hardware platforms or storage providers
• 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
• Comprehensive support for customization and tool installation on GitHub Actions custom images
• Preview features. Public preview, private preview, and technical preview features are out of GitHub Support's scope.
• GitHub Copilot suggestions
• GitHub Copilot consumption questions. GitHub Support does not audit or break down Copilot usage consumption. Support can explain the billing model and point you to available usage-reporting documentation, but cannot determine why usage appears high or why included usage was exhausted sooner than expected.
• Metered billing explanations. GitHub Support does not interpret usage reporting or spending trends for metered GitHub billing products, nor provide recommendations based on that data.

GitHub Copilot provides AI-powered code suggestions and responses. As outlined in our legal terms, you retain full responsibility for your code, including any suggestions you choose to incorporate. The quality, accuracy, relevance, or functionality of Copilot’s responses may not always meet your expectations, and mistakes may occur. It is your decision whether to use Copilot’s suggestions, and GitHub strongly recommends implementing reasonable policies and practices to prevent the use of any suggestion in a way that could violate the rights of others. This includes, but is not limited to, using the filtering features available in Copilot.

Copilot-generated suggestions and outputs are out of scope for support. GitHub Support cannot guarantee the correctness or suitability of Copilot’s responses, and is not responsible for the results produced. If you have concerns about specific suggestions, please review all links and information provided to ensure accuracy and compliance with your requirements. For more information, see GitHub Copilot Terms and Best practices for using Copilot.

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

GitHub Support does not provide support for discontinued GitHub Enterprise Server releases. If you're running a discontinued release, please upgrade to a supported version before opening a support ticket so we can help you effectively. See Overview of the upgrade process.

For assistance with topics outside the scope of support, for guided consulting, workshops, or training for your teams, please consult with GitHub Expert Services, which offers specialized services to help you optimize your use of our 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.

For security-related matters, all communication is handled in writing through support tickets. This includes incident notifications, account compromise investigations, and credential exposure. Written communication ensures responses are reviewed, fully documented, and auditable. Callback and screen share requests cannot be accommodated for these tickets.

About support entitlement

Enterprise owners and billing managers automatically have a support entitlement, which enables them to create, view, and comment on support tickets associated with their enterprise account.

Enterprise owners can also add support entitlements to members of organizations owned by their enterprise account, allowing those members to create, view, and comment on support tickets. For more information, see Managing support entitlements for your enterprise.

About Copilot in GitHub Support

You can receive answers to questions relating to GitHub's products and features before submitting a support ticket by using Copilot in GitHub Support. Copilot in GitHub Support is an AI-powered tool that uses a large language model to find answers to a wide variety of support queries. If Copilot in GitHub Support cannot answer your question, You can proceed with submitting your ticket to GitHub Support. For more information, see About Copilot in GitHub Support.

Contacting GitHub Sales and GitHub Training

For pricing, licensing, renewals, quotes, payments, and other related questions, contact GitHub's Sales team.

To learn more about training options, including customized trainings, see GitHub's training site.