Premium Support
24/7 support for your 24/7 business
From callback support via phone to priority service, Premium Support gives teams everything they need to keep even the most challenging products running. All day. Every day.
A step above standard
Every developer using Enterprise Cloud and Enterprise Server can code with confidence knowing they’ll get fast, quality responses for urgent issues during the week with our standard Enterprise Support, but some teams need a little more peace of mind.
Premium perks
Faster responses, 24/7
Get help whenever you need it from our always-available support team—because critical issues don’t wait for business hours.
More ways to reach us
No matter if you want to manage your tickets or request a callback, our new support portal at https://support.github.com is the central place to go to. Reach out on the timeline that works best for you.
A personal touch
Count on quick answers from our support team. And if you opt for Premium Plus Support, you’ll get your own Customer Reliability Engineer who knows the ins and outs of your account.
Extra administrative help
Whether you’re interested in best practices or considering an upgrade, schedule four hours of one-on-one administrative assistance every month with Premium Plus Support.
Compare plans
| Enterprise | Premium | Premium Plus | |
|---|---|---|---|
Plan coverage |
Included with Enterprise Cloud and Enterprise Server | Available for Enterprise Cloud and Enterprise Server | Available for Enterprise Cloud and Enterprise Server |
Support hours |
24x5 | 24x7 | 24x7 |
Initial response – Urgent |
<8 hours | 30 mins (includes initial troubleshooting) |
30 mins (includes initial troubleshooting) |
Initial response – High |
<8 hours | 4 hours | 4 hours |
Guaranteed SLA? |
No | Yes | Yes |
Support channels |
Online ticket submission |
|
|
Members with support entitlements |
n/a | 20 | 20 |
Support resources |
Shared support team | Priority ticket handling | Priority ticket handling and named Customer Reliability Engineer |
Escalation Management |
n/a | Yes | Yes |
Incident Management |
n/a | n/a | Yes |
Health checks |
n/a | Unlimited automated Health Check reports |
|
Training |
n/a | Access to premium content |
|
Technical advisory hours |
n/a | n/a | 4 hours per month |
Application upgrade assistance |
n/a | n/a | By request |
Cloud planning |
n/a | n/a | By request |