Is this response time standard for GitHub Enterprise Support?

[rabberbock]

🏷️ Discussion Type

Question

Body

We are a GitHub Enterprise customer and have been waiting several days for a response to support ticket #4552189 regarding an urgent issue affecting our organization.

We have already followed up through the support ticket, but we have not received a response or a clear way to escalate it. I also see multiple other users in this community reporting similar experiences with GitHub Support tickets going unanswered for extended periods.

Is this now considered a standard response time for GitHub Enterprise Support? More importantly, is there a reliable way to escalate a business-critical Enterprise ticket and get it reviewed by the appropriate team?

Any assistance from GitHub staff in escalating ticket #4552189 would be greatly appreciated.

[lgustavopuga]

Hi @rabberbock,

I understand how frustrating it is to wait days on a critical issue when your team is blocked.

Response Times

Standard Enterprise Support doesn't guarantee strict SLAs. If your organization has Premium Support, the guaranteed initial response times are:

• Urgent: 30 minutes (24/7)
• High: 4 hours (24/7)
• Normal: 24–48 hours

How to Escalate Ticket #4552189

1. Contact your Account Team: Reach out directly to your GitHub Account Executive (AE) or Customer Success Manager (CSM). They are your fastest route to escalate tickets internally.
2. Request Escalation: If you have Premium Support, view your ticket in the [GitHub Support Portal](https://support.github.com/) and click Request an escalation.
3. Detail the Impact: Reply to the ticket with exact details of how this blocks your business (e.g., "Production blocked for 100+ developers").

Tip: Do not open duplicate tickets, as this resets your queue position.

[rabberbock]

@lgustavopuga Thanks for this info!

Unless I am misreading this, on their marketing site they say they target 8 hours for standard Enterprise.

https://github.com/enterprise/premium-support