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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

Features

Enterprise

Premium

Premium Plus

How to get started?
Already included with your Enterprise license
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

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

CDK GLOBAL

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

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

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.

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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