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

title	intro	redirect_from	versions
About GitHub Premium Support for GitHub Enterprise	{% data variables.contact.premium_support %} is a paid, supplemental support offering for {% data variables.product.prodname_enterprise %} customers.	[/enterprise/admin/enterprise-support/about-github-premium-support-for-github-enterprise]	[{enterprise-server *}]

{% note %}

Notes:

• The terms of {% data variables.contact.premium_support %} are subject to change without notice and are effective as of July 2019.

• {% data reusables.support.data-protection-and-privacy %}

• This article contains the terms of {% data variables.contact.premium_support %} for {% data variables.product.prodname_enterprise %} customers who purchase {% data variables.product.prodname_ghe_server %} and {% data variables.product.prodname_ghe_cloud %} together. The terms of {% data variables.contact.premium_support %} may be different for customers who purchase either product separately. For more information, see "[About {% data variables.contact.premium_support %} for {% data variables.product.prodname_ghe_server %}](/enterprise/{{ currentVersion }}/admin/guides/enterprise-support/about-github-premium-support-for-github-enterprise-server)" and "About {% data variables.contact.premium_support %} for {% data variables.product.prodname_ghe_cloud %}."

{% endnote %}

About {% data variables.contact.premium_support %}

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

• Written support, in English, through our support portal 24 hours per day, 7 days per week
• Phone support, in English, 24 hours per day, 7 days per week
• A Service Level Agreement (SLA) with guaranteed initial response times
• Access to premium content
• Scheduled health checks
• Managed services

{% data reusables.support.about-premium-plans %}

{% data reusables.support.signing-up-for-premium-support %}

{% data reusables.support.scope-of-support %} For more information, see "Reaching {% data variables.product.prodname_ghe_server %} Support."

{% data reusables.support.contacting-premium-support %}

Hours of operation

{% data variables.contact.premium_support %} is available 24 hours a day, 7 days per week.

{% data reusables.support.service-level-agreement-response-times %}

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

You must install the minimum supported version of {% data variables.product.prodname_ghe_server %} pursuant to the Supported Releases section of your applicable license agreement within 90 days of placing an order for {% data variables.contact.premium_support %}.

Assigning a priority to a support ticket

When you contact {% data variables.contact.premium_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 %}.

• Ticket priorities for {% data variables.product.prodname_ghe_cloud %}
• Ticket priorities for {% data variables.product.prodname_ghe_server %}

Ticket priorities for {% data variables.product.prodname_ghe_cloud %}

{% data reusables.support.ghec-premium-priorities %}

Ticket priorities for {% data variables.product.prodname_ghe_server %}

{% data reusables.support.ghes-priorities %}

Resolving and closing support tickets

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

{% data reusables.support.receiving-credits %}

{% data reusables.support.accessing-premium-content %}