Question 1

What is crisis prevention?

Accepted Answer

Crisis prevention allows GitHub Enterprise Server customers to prepare for—and experience—an incident without risk. Your Customer Reliability Engineer (CRE) guides your team through an incident simulation in a safe and controlled environment. Crisis Prevention consists of up to four sessions about reliability best practices, preparing for a potential incident, and efficiently interacting with GitHub Support. After the incident simulation, your CRE will run a detailed retrospective, uncovering lessons learned and improvement suggestions for the future.

Question 2

What’s included in initial troubleshooting?

Accepted Answer

For initial troubleshooting, the assigned Premium Support Engineer or Customer Reliability Engineer will review and acknowledge your ticket. To better understand the issue and start troubleshooting, the engineer may ask for additional information such as screenshots, error messages, log files, diagnostics files, support bundles, or the output of specific console commands. They may also collaborate with others in support, engineering, or the regional incident commander. If a callback was requested, the engineer will determine if screen sharing is the most effective way to drive ticket resolution and invite you to join a screen‑sharing session.

Question 3

What security feature does it have?

Accepted Answer

The server runs as a non-root user in Docker containers for enhanced security.

Question 4

What are the key features?

Accepted Answer

Key features include API Resource Discovery, Resource Listing, Resource Details, Pod Logs retrieval, Node Metrics, and Event Listing. The server also supports resource creation, updating, and deletion.

Question 5

How long does GitHub Premium Support take?

Accepted Answer

GitHub Premium Support and GitHub Premium Plus Support customers have service‑level agreements (SLAs) for initial response. For urgent priority tickets, the initial response SLA guarantees a 30‑minute initial response time, which includes troubleshooting. For high‑priority tickets, the initial response SLA provides a four‑hour time. We do not provide estimates for time to resolution, as the complexity of tickets varies, but we review these metrics regularly and aim to reduce times whenever possible.

Question 6

What virtual trainings are available with GitHub Premium Plus Support and who can participate?

Accepted Answer

Customers get access to one virtual training class per year. Topics include: GitHub for developers, GitHub for admins (Server), GitHub for admins (Cloud), GitHub for non-developers, GH API Training, GH Actions Fundamentals, GH Actions Intermediate, GH Copilot Fundamentals, GH Copilot Intermediate, GH Copilot Administration & Security, GitHub Enterprise Implementation (Cloud). We recommend limiting training sessions to a maximum of 16 participants to ensure an optimal provider-to-participant ratio and a high-quality delivery experience. In specific cases we can accommodate up to 20–25 participants while maintaining our commitment to delivering a valuable training experience for your team.

Question 7

What modes of operation are supported?

Accepted Answer

The server supports multiple modes of operation, including stdio mode for CLI tools, SSE mode, and streamable-http mode for web applications.

Question 8

What are the system requirements?

Accepted Answer

The tool requires Go 1.23 or later to build and run, and needs access to a Kubernetes cluster with kubectl configured with appropriate cluster access.

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