| Sep | OCT | Nov |
| 25 | ||
| 2019 | 2020 | 2021 |
COLLECTED BY
Collection: github.com
| Enterprise | Premium | Premium Plus | |
|---|---|---|---|
Plan coverage |
Included with Enterprise Cloud and Enterprise Server | Available for Enterprise Cloud and Enterprise Server | Available for Enterprise Cloud and Enterprise Server |
Support hours |
24x5 | 24x7 | 24x7 |
Initial response – Urgent |
<8 hours | 30 mins | 30 mins |
Initial response – High |
<8 hours | 4 hours | 4 hours |
Guaranteed SLA? |
No | Yes | Yes |
Type of support |
Web only | Web, phone | Web, phone |
Authorized contacts |
n/a | 10 | 25 |
Support resources |
Shared support team | Priority ticket handling | Priority ticket handling and named Technical Support Account Manager |
Premium content |
|||
Scheduled health checks |
Biannual | Quarterly | |
Administration assistance |
4 hours per month | ||
Account reviews |
Quarterly | ||
Virtual training class |
