Question 1

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, request additional information such as screenshots, error messages, log files, diagnostics, or command output, and may collaborate with other support or engineering teams. If a callback was requested, they may arrange a screen‑sharing session to drive resolution.

Question 2

What is crisis prevention?

Accepted Answer

Crisis prevention allows GitHub Enterprise Server customers to prepare for—and experience—an incident without risk. A Customer Reliability Engineer (CRE) guides your team through an incident simulation in a safe environment, covering reliability best practices, incident preparation, and interaction with GitHub Support. After the simulation, the CRE runs a detailed retrospective with lessons learned and improvement suggestions.

Question 3

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 response; for high‑priority tickets, it provides a four‑hour response. Resolution times vary based on ticket complexity.

Question 4

How do I resolve a problem in GitHub Enterprise?

Accepted Answer

You can get support via online ticket submission if you’re using the basic plan included with your GitHub Enterprise license. If you have GitHub Premium Support or GitHub Premium Plus Support, you can submit a ticket online. For urgent tickets, Premium customers can request a callback and have a screen‑sharing session with a Premium Support Engineer or Customer Reliability Engineer (CRE). Please refer to our plan comparison table for more details.

Question 5

How can the technical advisory support hours be used?

Accepted Answer

There are multiple ways you can use technical advisory hours, including but not limited to: consultations regarding GitHub best practices and general recommendations, and GitHub Enterprise Server upgrade preparation and assistance.

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, though up to 20–25 can be accommodated in specific cases.

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