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     About GitHub Support
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ABOUT GITHUB SUPPORT


IN THIS ARTICLE

 * About GitHub Support

 * Scope of support

 * Resolving and closing support tickets

 * Further reading

You can contact GitHub Support for help troubleshooting issues you encounter
while using GitHub.


ABOUT GITHUB SUPPORT

The support options available to GitHub users depend on the products used by
their personal accounts, any organizations or enterprises they are members of,
and any GitHub Enterprise Server instances they manage. Each product includes a
default level of support and accounts that use GitHub Enterprise can purchase
GitHub Premium Support.

With GitHub AE, you have access to support in English and Japanese.

You can contact GitHub Enterprise Support through the Azure Support portal to
report issues in writing. For more information, see "Creating a support ticket."


SCOPE OF SUPPORT

If your support request is outside of the scope of what our team can help you
with, we may recommend next steps to resolve your issue outside of GitHub
Support. Your support request is possibly out of GitHub Support's scope if the
request is primarily about:

 * Third party integrations, such as Jira
 * CI/CD, such as Jenkins
 * Writing scripts
 * Configuration of external authentication systems, such as SAML identity
   providers
 * Open source projects
 * Writing or debugging new queries for CodeQL

If you're uncertain if the issue is out of scope, open a ticket and we're happy
to help you determine the best way to proceed.


RESOLVING AND CLOSING SUPPORT TICKETS

GitHub Enterprise Support may consider a ticket solved after providing an
explanation, recommendation, usage instructions, or workaround instructions.

If you have installed additional third-party software on, or made modifications
to, GitHub AE outside of the recommendations of GitHub Enterprise Support,
GitHub Enterprise Support may ask you to remove the software and/or
modifications while attempting to resolve the issue. If the problem is fixed
when the unsupported software or modifications have been removed, GitHub
Enterprise Support may consider the ticket solved.

GitHub Enterprise Support may close a ticket if the ticket is outside the scope
of support or if multiple attempts to contact you have gone unanswered. If
GitHub Enterprise Support closes a ticket due to lack of response, you can
request that GitHub Enterprise Support reopen the ticket.


FURTHER READING

 * "Creating a support ticket"


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