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GitHub Premium Support · GitHub

“ 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.

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

< 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

30 min

Initial response for urgent requests

4 hours

Initial response for high requests

48 hours

Initial response for normal requests

48 hours

Initial response for low requests

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

30 min

Initial response for urgent requests

4 hours

Initial response for high requests

24 hours

Initial response for normal requests

48 hours

Initial response for low requests

Get everything in Premium support plan, along with:

• Additional 20 support entitlement licenses
• 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)

Features on Premium Switch plans

Features

How to get started?

Already included with your Enterprise license

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

< 8 hours

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

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

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”.

Access to premium content

Access to premium content

1 virtual training class per year

Members with support entitlements

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

n/a

Priority ticket handling

Priority ticket handling + named Customer Reliability Engineer

Priority ticket handling + named Customer Reliability Engineer

n/a

For High and Urgent priority tickets

For High and Urgent priority tickets

For High and Urgent priority tickets

For High and Urgent priority tickets

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.

For Urgent priority tickets, as needed

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)

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

n/a

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

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

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.

Application upgrade assistance

Delivered upon request via our Customer Reliability Engineers.

Delivered upon request via our Customer Reliability Engineers.

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

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

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.

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

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.

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

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.

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.

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).

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.

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.

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.

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.

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

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

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

• GitHub for developers
• GitHub for admins (Server)
• GitHub for admins (Cloud)
• GitHub for non-developers
• GH API Training
• GH Actions Fundamentals
• GH Actions Intermediate
• GH Copilot Fundamentals
• GH Copilot Intermediate
• GH Copilot Administration & Security
• GitHub Enterprise Implementation (Cloud)

We recommend limiting training sessions to a maximum of 16 participants to ensure an optimal provider-to-participant ratio and a high-quality delivery experience. However, in specific cases where it makes sense, we can accommodate up to 20–25 participants while maintaining our commitment to delivering a valuable training experience for your team.

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.

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

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.

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