docs/content/github/working-with-github-support/about-github-premium-support-for-github-enterprise-cloud.md

title	intro	redirect_from	versions	topics
About GitHub Premium Support for GitHub Enterprise Cloud	{% data variables.contact.premium_support %} is a paid, supplemental support offering for {% data variables.product.prodname_ghe_cloud %} customers.	[/articles/about-github-premium-support /articles/about-github-premium-support-for-github-enterprise-cloud]	[{free-pro-team *}]	[Jobs]

{% note %}

Notes:

• The terms of {% data variables.contact.premium_support %} are subject to change without notice and are effective as of September 2018.

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

• This article contains the terms of {% data variables.contact.premium_support %} for {% data variables.product.prodname_ghe_cloud %} customers. The terms may be different for customers of {% data variables.product.prodname_ghe_server %} or {% data variables.product.prodname_enterprise %} customers who purchase {% data variables.product.prodname_ghe_server %} and {% data variables.product.prodname_ghe_cloud %} together. For more information, see "About {% data variables.contact.premium_support %} for {% data variables.product.prodname_ghe_server %}" and "About {% data variables.contact.premium_support %} for {% data variables.product.prodname_enterprise %}."

{% endnote %}

About {% data variables.contact.premium_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 %}

{% 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 %}

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 %}.

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

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

Resolving and closing support tickets

{% data variables.contact.premium_support %} may consider a ticket solved after providing an explanation, recommendation, usage instructions, or workaround instructions,

If you use a custom or unsupported plug-in, module, or custom code, {% data variables.contact.premium_support %} may ask you to remove the unsupported plug-in, module, or code while attempting to resolve the issue. If the problem is fixed when the unsupported plug-in, module, or custom code is removed, {% data variables.contact.premium_support %} may consider the ticket solved.

{% data variables.contact.premium_support %} may close tickets if they're outside the scope of support or if multiple attempts to contact you have gone unanswered. If {% data variables.contact.premium_support %} closes a ticket due to lack of response, you can request that {% data variables.contact.premium_support %} reopen the ticket.

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

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

Further reading

• "Submitting a ticket"