{"meta":{"title":"О поддержке GitHub","intro":"Вы можете обратиться в поддержку GitHub для помощи в устранении неполадок, с которыми вы столкнулись при использовании GitHub.","product":"Поддержка GitHub","breadcrumbs":[{"href":"/ru/enterprise-server@3.19/support","title":"Поддержка GitHub"},{"href":"/ru/enterprise-server@3.19/support/learning-about-github-support","title":"Сведения о поддержке GitHub"},{"href":"/ru/enterprise-server@3.19/support/learning-about-github-support/about-github-support","title":"О поддержке GitHub"}],"documentType":"article"},"body":"# О поддержке GitHub\n\nВы можете обратиться в поддержку GitHub для помощи в устранении неполадок, с которыми вы столкнулись при использовании GitHub.\n\n\n## About GitHub Support\n\nThe 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.\n\n
\n\n| GitHub plan | GitHub Community Support | Standard support | Enterprise support | Premium support |\n| ------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |\n| GitHub Free | | | | |\n| GitHub Pro | | | | |\n| GitHub Team | | | | |\n| GitHub Enterprise Cloud | | | | Available to purchase |\n| GitHub Enterprise Server | | | | Available to purchase |\n\n
\n\nYou can contact GitHub Enterprise Support through the [GitHub Support portal](https://support.github.com) for help with:\n\n* Installing and using GitHub Enterprise Server\n* Identifying and verifying the causes of suspected errors\n* Installing and using GitHub Advanced Security features\n\nIn addition to all of the benefits of GitHub Enterprise Support, GitHub Enterprise customers can purchase GitHub Premium Support, which offers:\n\n* Written support, in English, through our support portal 24 hours per day, 7 days per week\n* Phone support via callback request, in English, through our support portal 24 hours per day, 7 days per week (when required for ticket resolution)\n* A Service Level Agreement (SLA) with guaranteed initial response times\n* Escalation and incident management\n * 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\n * Available incident coordinator to manage technical resources within GitHub until underlying issue is mitigated or fully resolved\n* Access to premium content\n* Health checks\n* Crisis prevention: Guided incident simulations that help you prepare for—and experience—an incident without risk. (Premium Plus plan / Mission Critical Services for GitHub plan only)\n* 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 / Mission Critical Services for GitHub plan only)\n* Technical advisory hours (Premium Plus plan / Mission Critical Services for GitHub plan only)\n\nFor more information, see [About GitHub Premium Support](/en/enterprise-server@3.19/support/learning-about-github-support/about-github-premium-support).\n\nWith GitHub Enterprise, you have access to support in English and Japanese.\n\nYou can translate English comments on a ticket into Spanish, Japanese, Portuguese (Brazil), Chinese (Simplified), French, or German. However, when responding to tickets, you should use English, unless your GitHub plan permits you to respond in Japanese. For more information, see [Viewing and updating support tickets](/en/enterprise-server@3.19/support/contacting-github-support/viewing-and-updating-support-tickets).\n\nTo contact GitHub Support, visit the [GitHub Support portal](https://support.github.com/). For more information, see [Creating a support ticket](/en/enterprise-server@3.19/support/contacting-github-support/creating-a-support-ticket).\n\nEmail communication from GitHub Support will always be sent from either a `github.com` or `githubsupport.com` address.\n\n## Scope of support\n\nIf 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:\n\n* Third party integrations, such as Jira\n* Hardware setup\n* Hypervisor-related issues, such as OS disk detection, network setup, boot failure, VM console access, etc.\n* Migration assistance between specific hardware platforms or storage providers\n* CI/CD, such as Jenkins\n* Azure DevOps (please contact Azure Support)\n* Writing scripts\n* Configuration of external authentication systems, such as SAML identity providers\n* Open source projects\n* Writing or debugging new queries for CodeQL\n* Cloud provider configurations, such as virtual network setup, custom firewall, or proxy rules\n* Container orchestration, such as Kubernetes setup, or networking\n* Detailed assistance with workflows and data management\n* Comprehensive support for customization and tool installation on GitHub Actions custom images\n* Preview features. Public preview, private preview, and technical preview features are out of GitHub Support's scope.\n* GitHub Copilot suggestions\n\nGitHub Copilot provides AI-powered code suggestions and responses. As outlined in our legal terms, you retain full responsibility for your code, including any suggestions you choose to incorporate. The quality, accuracy, relevance, or functionality of Copilot’s responses may not always meet your expectations, and mistakes may occur. It is your decision whether to use Copilot’s suggestions, and GitHub strongly recommends implementing reasonable policies and practices to prevent the use of any suggestion in a way that could violate the rights of others. This includes, but is not limited to, using the filtering features available in Copilot.\n\nCopilot-generated suggestions and outputs are out of scope for support. GitHub Support cannot guarantee the correctness or suitability of Copilot’s responses, and is not responsible for the results produced. If you have concerns about specific suggestions, please review all links and information provided to ensure accuracy and compliance with your requirements. For more information, see [GitHub Copilot Terms](/en/site-policy/github-terms/github-terms-for-additional-products-and-features#github-copilot) and [Best practices for using Copilot](/en/copilot/get-started/best-practices).\n\nFor support with public preview features, you can contact your account manager on [GitHub's Sales team](https://github.com/enterprise/contact). For support with private preview and technical preview features, contact the group provided during the private preview's onboarding session, or your account manager on [GitHub's Sales team](https://github.com/enterprise/contact).\n\nFor assistance with topics outside the scope of support, for guided consulting, workshops, or training for your teams, please consult with [GitHub Expert Services](https://github.com/services/), which offers specialized services to help you optimize your use of our platform.\n\nIf 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.\n\n## About support entitlement\n\nEnterprise owners and billing managers automatically have a support entitlement, which enables them to create, view, and comment on support tickets associated with their enterprise account.\n\nEnterprise owners can also add support entitlements to members of organizations owned by their enterprise account, allowing those members to create, view, and comment on support tickets. For more information, see [Managing support entitlements for your enterprise](/en/enterprise-cloud@latest/admin/user-management/managing-users-in-your-enterprise/managing-support-entitlements-for-your-enterprise).\n\n## About Copilot in GitHub Support\n\nYou can receive answers to questions relating to GitHub's products and features before submitting a support ticket by using Copilot in GitHub Support. Copilot in GitHub Support is an AI-powered tool that uses a large language model to find answers to a wide variety of support queries. If Copilot in GitHub Support cannot answer your question, You can proceed with submitting your ticket to GitHub Support. For more information, see [About Copilot in GitHub Support](/en/enterprise-server@3.19/support/learning-about-github-support/about-copilot-in-github-support).\n\n## Contacting GitHub Sales and GitHub Training\n\nFor pricing, licensing, renewals, quotes, payments, and other related questions, contact [GitHub's Sales team](https://github.com/enterprise/contact).\n\nTo learn more about training options, including customized trainings, see [GitHub's training site](https://services.github.com/).\n\n> \\[!NOTE]\n> Training is included in the Premium Plus plan / Mission Critical Services for GitHub plan. For more information, see [About GitHub Premium Support](/en/enterprise-server@3.19/support/learning-about-github-support/about-github-premium-support).\n\n## Hours of operation\n\n### Support in English\n\nFor standard non-urgent issues, we offer support in English 24 hours per day, 5 days per week, excluding weekends and national U.S. holidays. The standard response time is 24 hours.\n\nFor urgent issues, we are available 24 hours per day, 7 days per week, even during national U.S. holidays.\n\n### Support in Japanese\n\nFor standard non-urgent issues, support in Japanese is available Monday through Friday from 9:00 AM to 5:00 PM JST, excluding national holidays in Japan.\n\nFor urgent issues, we offer support in English 24 hours per day, 7 days per week, even during national U.S. holidays.\n\nFor a complete list of U.S. and Japanese national holidays observed by GitHub Enterprise Support, see [Holiday schedules](#holiday-schedules).\n\n## Holiday schedules\n\nFor urgent issues, we can help you in English 24 hours per day, 7 days per week, including on U.S. and Japanese holidays.\n\n### Holidays in the United States\n\nGitHub Enterprise Support observes these U.S. holidays, although our global support team is available to answer urgent tickets.\n\n| U.S. holiday | Date observed |\n| --------------------------- | --------------------------- |\n| New Year's Day | January 1 |\n| Martin Luther King, Jr. Day | Third Monday in January |\n| Presidents' Day | Third Monday in February |\n| Memorial Day | Last Monday in May |\n| Independence Day | July 4 |\n| Labor Day | First Monday in September |\n| Veterans Day | November 11 |\n| Thanksgiving Day | Fourth Thursday in November |\n| Day after Thanksgiving | Fourth Friday in November |\n| Christmas Eve | December 23 |\n| Christmas Day | December 24 |\n| New Year's Eve | December 31 |\n\n### Holidays in Japan\n\nGitHub Enterprise Support does not provide Japanese-language support on December 28th through January 3rd as well as on the holidays listed in [国民の祝日について - 内閣府](https://www8.cao.go.jp/chosei/shukujitsu/gaiyou.html).\n\n## Installing GitHub Enterprise Server releases\n\nTo ensure that your GitHub Enterprise Server instance is stable, you must install and implement GitHub Enterprise Server releases. Installing GitHub Enterprise Server releases ensures that you have the latest features, modifications, and enhancements as well as any updates to features, code corrections, patches or other general updates and fixes to GitHub Enterprise Server.\n\n## Resolving and closing support tickets\n\nGitHub Enterprise Support may consider a ticket solved after providing an explanation, recommendation, usage instructions, workaround instructions, or by advising you of an available release that addresses the issue.\n\nIf you have installed additional third-party software on, or made modifications to, GitHub Enterprise Server 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.\n\nGitHub 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.\n\n## Further reading\n\n* Section 10 on Support in the [GitHub Enterprise Server License Agreement](https://enterprise.github.com/license)\n* [Creating a support ticket](/en/enterprise-server@3.19/support/contacting-github-support/creating-a-support-ticket)\n* [Viewing and updating support tickets](/en/enterprise-server@3.19/support/contacting-github-support/viewing-and-updating-support-tickets)"}