Our Enterprise Support team is a globally spread team of engineers, 100% remote, living across 8 countries in a dozen timezones and comprised of a mix of experienced developers and system administrators.
We offer 24x5 responses for non-urgent issues, and 24x7 responses for Urgent issues. We qualify any issue as Urgent that prevents you from accessing your instance or organization, such as fatal system failures, outages impacting critical system operations, security breaches, and expired licenses.
What does Enterprise Support do?
First and foremost, we are here to assist you with any issues you may experience with your GitHub Enterprise Server installation or GitHub Enterprise Cloud organization. We also triage and share your feature requests with our engineering teams, identify, triage (and sometimes even fix!) reported and unreported bugs. We can help you with configuration or performance issues, or identify bottlenecks.
How does Enterprise Support work?
When you submit a ticket, our team triages and then works on the ticket collaboratively.
We use tools available to us to diagnose issues, such as diagnostics and support bundles. The support bundles contained sanitized logs and graph data from your instance, and helps us get a more in-depth view of your instance over the last 24 hours (one week for extended bundles). Diagnostics files don't contain as much information as support bundles, but they're also much smaller, and quicker to generate. They help us get a snapshot of the current state of your appliance at the time of generation, which is helpful for critical issues where time is of the essence. These allow us to understand the resources usage, Git and HTTP traffic, hypervisor or network problems, etc.
As mentioned, all our engineers are experienced administrators, and will frequently ask you for additional information. To retrieve this data, we use standard linux commands as well as the utilities packaged with GitHub Enterprise. These may also be used to address the issues you may have. Note we do not have and will never request remote access to your instance!
How do I speed up my support case?
There is no such thing as a dumb question! If you need to ask something, just ask.
When you're experiencing issues trying to solve a problem, it's always helpful to state the original problem alongside the current issue. We may not fix the current issue, but we may have another solution to your problem.
Try to give as much detail and context as possible: What happened, what was the situation before, have there been recent changes made? The more information you provide, the better we are able to get an overall picture of the issue quicker, speeding up the process.
It's possible we're already aware of your issue! Be sure to mention which version you are running when opening a ticket, and check the release notes for updates.
Feel free to comment here if you have any questions, or reach out to us via the Support Portal for any issue you may have.
Credits to my colleague @pnsk who put most of this content together for her presentation, "Working with Enterprise Support"