In addition to all of the benefits of GitHub Enterprise Support, GitHub Enterprise customers can purchase GitHub Premium Support, which offers:-
- Written support, in English, through our support portal 24 hours per day, 7 days per week
- Phone support via callback request, in English, through our support portal 24 hours per day, 7 days per week (when required for ticket resolution)
- A Service Level Agreement (SLA) with guaranteed initial response times
- Escalation and incident management
- Support Engineers, for Premium customers, and Customer Reliability Engineers (CREs), for Premium Plus customers, have direct access to escalation engineering resources, if needed to expedite case resolution
- Available incident coordinator to manage technical resources within GitHub until underlying issue is mitigated or fully resolved
- Access to premium content
- Health checks
- Application upgrade assistance: Before your upgrade, we review your upgrade plans, playbooks, and other documentation and answer questions specific to your environment (Premium Plus plan / GitHub Engineering Direct only)
- Technical advisory hours (Premium Plus plan / GitHub Engineering Direct only)
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