Concerns About GitHub Support Experience Before Choosing GitHub Enterprise

[sanjayadanushka712]

Discussion Type

Question

Discussion Content

Hello GitHub Community,

I'd like to share my recent experience and hear from others who may have faced a similar situation.

My GitHub account, Sanjaya-Danushka, remains suspended. I've been trying to resolve the issue through GitHub Support, but my previous ticket (#4892177) was closed without resolving my situation. I've submitted another request (#4911228) and am still waiting for a clear response.

I understand that GitHub needs to enforce its policies, and I'm willing to take responsibility for any mistakes and cooperate with the review process. However, not knowing the status of my case or what steps I should take next has been difficult, particularly because my open-source project, Neoarch, and its users have been affected.

At the same time, we're considering GitHub Enterprise for our company's development and collaboration needs. (50+ emplyee). Before making a decision, we need to feel confident in GitHub's support and communication processes when significant account issues arise.

I'm not asking for special treatment or for anyone to bypass GitHub's policies. I simply want to understand how situations like this are handled and whether there are established ways to obtain clear updates while waiting for a decision.

For those using GitHub for business or enterprise projects, how has your experience been with support and account-related issues?

I'd appreciate constructive advice and insights. Thank you for taking the time to read this.

[shivyadav11]

Hi @Sanjaya-Danushka,

I'm really sorry you're dealing with this, especially with a project like Neoarch and its users caught in the middle. I'll be upfront: I haven't used GitHub Enterprise myself, so I can't speak to that side. But I've read through a few similar suspension threads here, and a few things came up again and again that might help.

1. Keep everything in one ticket. In a thread where someone's account was reinstated after roughly 7 to 8 weeks, they followed up on the same request instead of opening new tickets, and mentioned their earlier ticket number so Support could connect the two. You already have two tickets (#4892177 and #4911228), so it may help to reply on the newer one and reference the older number rather than opening a third.

2. Use the Appeal and Reinstatement route. The same person said that for a disabled account, the dedicated appeal process is the right place, not the normal sign-in support category.

3. Silence doesn't always mean "no". Several people in similar threads waited weeks without updates, and one reported that a long silence did not mean the appeal had been rejected. Sadly the Community can't speed up Support reviews or restore accounts, so there is no shortcut from this side.

4. Protect your project in the meantime. If you have a local clone of Neoarch, consider mirroring it to another host so your users can still reach the code while this gets resolved.

5. For your company's evaluation: as far as I know, Enterprise customers deal with GitHub's sales or account team, which is a separate channel from regular Support. It may be worth asking them directly what support and response-time commitments you would get, since that's exactly the information you need for your decision.

For reference, here is the thread I mentioned with one person's reinstatement timeline: https://github.com/orgs/community/discussions/208224

I hope you get a clear answer soon. Hang in there!

[sanjayadanushka712]

Hi @shivyadav11,

Thank you for taking the time to share these suggestions and for your understanding. I really appreciate your advice, especially about following up on the existing ticket and protecting my project in the meantime. Your support means a lot to me.

Thanks again!

[shivyadav11]

You're welcome! 🙌 Hope everything works out soon. Always happy to connect with fellow developers in the open-source community. Let's stay connected and support each other's projects! 🤝🚀

[temporary-account-13623]

If you care about support, it seems very clear you should not choose github. I have been waiting 3 weeks and have yet to hear back even an initial response to my reinstatement request. There appears to be no way to get a humans attention at gut and it takes weeks to get a response to tickets. I'm sure they are overworked and trying their best, but it would be insane to make your company dependent on github when they are unable to fulfill support functions in a reasonable time frame

[sanjayadanushka712]

yeah . 100 % i agree with you.they closed my ticket without response