docs/content/admin/enterprise-support/about-github-enterprise-support.md

title	intro	redirect_from	versions
About GitHub Enterprise Support	{% data variables.contact.github_support %} can help you troubleshoot issues that arise on {% data variables.product.product_name %}.	[/enterprise/admin/enterprise-support/about-github-enterprise-support]	[{enterprise-server *} {github-ae *}]

{% note %}

Note: {% data reusables.support.data-protection-and-privacy %}

{% endnote %}

About {% data variables.contact.enterprise_support %}

{% data variables.product.product_name %} includes {% data variables.contact.enterprise_support %} in English{% if enterpriseServerVersions contains currentVersion %} and Japanese{% endif %}.

{% if enterpriseServerVersions contains currentVersion %} You can contact {% data variables.contact.enterprise_support %} through {% data variables.contact.contact_enterprise_portal %} for help with:

• Installing and using {% data variables.product.product_name %}
• Identifying and verifying the causes of suspected errors

In addition to all of the benefits of {% data variables.contact.enterprise_support %}, {% data variables.contact.premium_support %} support for {% data variables.product.product_name %} offers:

• Written support through our support portal 24 hours per day, 7 days per week
• Phone support 24 hours per day, 7 days per week
• A Service Level Agreement (SLA) with guaranteed initial response times
• Technical account managers
• Access to premium content
• Scheduled health checks
• Managed Admin hours {% endif %}

{% if enterpriseServerVersions contains currentVersion %} For more information, see "About {% data variables.contact.premium_support %} for {% data variables.product.prodname_ghe_server %}." {% endif %}

{% data reusables.support.scope-of-support %}

Contacting {% data variables.contact.enterprise_support %}

You can contact {% data variables.contact.enterprise_support %} through {% if enterpriseServerVersions contains currentVersion %}{% data variables.contact.contact_enterprise_portal %}{% elsif currentVersion == "github-ae@latest" %} the {% data variables.contact.ae_azure_portal %}{% endif %} to report issues in writing. For more information, see "Receiving help from {% data variables.contact.github_support %}."

{% if enterpriseServerVersions contains currentVersion %}

Hours of operation

Support in English

For standard non-urgent issues, we offer support in English 24 hours per day, 5 days per week, excluding weekends and national U.S. holidays. The standard response time is 24 hours.

For urgent issues, we are available 24 hours per day, 7 days per week, even during national U.S. holidays.

Support in Japanese

For non-urgent issues, support in Japanese is available Monday through Friday from 9:00 AM to 5:00 PM JST, excluding national holidays in Japan. For urgent issues, we offer support in English 24 hours per day, 7 days per week, even during national U.S. holidays.

For a complete list of U.S. and Japanese national holidays observed by {% data variables.contact.enterprise_support %}, see "Holiday schedules."

Holiday schedules

For urgent issues, we can help you in English 24 hours per day, 7 days per week, including on U.S. and Japanese holidays.

Holidays in the United States

{% data variables.contact.enterprise_support %} observes these U.S. holidays, although our global support team is available to answer urgent tickets.

U.S. holiday	Date observed
New Year's Day	January 1
Martin Luther King, Jr. Day	Third Monday in January
Presidents' Day	Third Monday in February
Memorial Day	Last Monday in May
Independence Day	July 4
Labor Day	First Monday in September
Veterans Day	November 12
Thanksgiving Day	Fourth Thursday in November
Day after Thanksgiving	Fourth Friday in November
Christmas Eve	December 24
Christmas Day	December 25
Day after Christmas	December 28
New Year's Eve	December 31

Holidays in Japan

{% data variables.contact.enterprise_support %} does not provide Japanese-language support on December 28th through January 3rd as well as on the holidays listed in 国民の祝日について - 内閣府.

{% data reusables.enterprise_enterprise_support.installing-releases %} {% endif %}

Assigning a priority to a support ticket

When you contact {% data variables.contact.enterprise_support %}, you can choose one of four priorities for the ticket: {% data variables.product.support_ticket_priority_urgent %}, {% data variables.product.support_ticket_priority_high %}, {% data variables.product.support_ticket_priority_normal %}, or {% data variables.product.support_ticket_priority_low %}.

{% data reusables.support.github-can-modify-ticket-priority %}

{% if enterpriseServerVersions contains currentVersion %} {% data reusables.support.ghes-priorities %} {% elsif currentVersion == "github-ae@latest" %} {% data reusables.support.ghae-priorities %} {% endif %}

Resolving and closing support tickets

{% data reusables.support.enterprise-resolving-and-closing-tickets %}

Further reading

{% if enterpriseServerVersions contains currentVersion %}

• Section 10 on Support in the "{% data variables.product.prodname_ghe_server %} License Agreement"{% endif %}
• "Receiving help from {% data variables.contact.github_support %}"{% if enterpriseServerVersions contains currentVersion %}
• "Preparing to submit a ticket"{% endif %}
• "Submitting a ticket"