Github tech support expected SLA

[bccon-gavin]

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Hi there
Can any one advise on what I should expect in relation to tech support timelines? I created a ticket over a week ago, and had no response as yet, not even an acknowledgement. Am on Enterprise Cloud with 19 users.
Thanks!

[ikrishanaa]

Hey! That's actually way too long for a week with nothing coming back- standard Enterprise support states so. What to do:

Log back into the GitHub support portal and bump your existing ticket.
Double-check that you submitted through support.github.com and not just through the community forums.
Make sure your email is not blocking responses from GitHub.

What to :
With your current Enterprise Cloud plan, GitHub does not guarantee response times, but you should ordinarily expect an acknowledgment for most issues within 1-3 business days.
If u want immediate attention:
You could opt to upgrade to Premium Support, which guarantees responses to your inquiries from GitHub between 4-48 hours, depending on urgency (it costs extra though).
To sum this up, do follow up on your ticket today-a week without so much as an acknowledgment is not something that usually happens and something must have gone wrong in the original submission.

[bccon-gavin]

thanks. I followed up 2 days ago but will do so again.

[ikrishanaa]

ur welcome. Good luck, I hope this follow-up gets it sorted out for you quickly