About Support

About Support

The support options available to users depend on the products used by their personal accounts, any organizations or enterprises they are members of, and any Enterprise Server instances they manage. Each product includes a default level of support and accounts that use Enterprise can purchase Premium Support.

In addition to all of the benefits of Enterprise Support, Enterprise customers can purchase Premium Support, which offers:

• Written support, in English, through our support portal 24 hours per day, 7 days per week
• Phone support via callback request, in English, through our support portal 24 hours per day, 7 days per week (when required for ticket resolution)
• A Service Level Agreement (SLA) with guaranteed initial response times
• Escalation and incident management
  • Support Engineers, for Premium customers, and Customer Reliability Engineers (CREs), for Premium Plus customers, have direct access to escalation engineering resources, if needed to expedite case resolution
  • Available incident coordinator to manage technical resources within until underlying issue is mitigated or fully resolved
• Access to premium content
• Health checks
• Application upgrade assistance: Before your upgrade, we review your upgrade plans, playbooks, and other documentation and answer questions specific to your environment (Premium Plus plan / Engineering Direct only)
• Technical advisory hours (Premium Plus plan / Engineering Direct only)

For more information, see About Premium Support.

Before contacting Support, check if there are currently any incidents affecting services on on Status. For more information, see About status.

With Enterprise, you have access to support in English and Japanese.

You can translate English comments on a ticket into Spanish, Japanese, Portuguese (Brazil), Chinese (Simplified), French, or German. However, when responding to tickets, you should use English, unless your plan permits you to respond in Japanese. For more information, see Viewing and updating support tickets.

To contact Support, visit the Support portal. For more information, see Creating a support ticket.

Email communication from Support will always be sent from either a .com or support.com address.

Scope of support

If your support request is outside of the scope of what our team can help you with, we may recommend next steps to resolve your issue outside of Support. Your support request is possibly out of Support's scope if the request is primarily about:

• Third party integrations, such as Jira
• CI/CD, such as Jenkins
• Writing scripts
• Configuration of external authentication systems, such as SAML identity providers
• Open source projects
• Writing or debugging new queries for CodeQL
• Cloud provider configurations, such as virtual network setup, custom firewall, or proxy rules
• Container orchestration, such as Kubernetes setup, or networking
• Detailed assistance with workflows and data management
• Preview features. Public preview and private preview features are out of Support's scope. For support with public preview features, you can contact your account manager on 's Sales team. For support with private preview features, contact the group provided during the private preview's onboarding session, or your account manager on 's Sales team.

For detailed assistance with workflows and data management, consult Expert Services, which offer specialized support to help you optimize your use of the platform.

If you're uncertain if the issue is out of scope, open a ticket and we're happy to help you determine the best way to proceed.

About status

You can check for any incidents currently affecting services and view information about past incidents on 's Status page.

You can also subscribe and get alerted via email, text message, and webhook whenever there's an incident affecting .

You can also use the Status API to check for incidents. For more information, see Status API.

About support entitlement

Enterprise owners and billing managers automatically have a support entitlement, which enables them to create, view, and comment on support tickets associated with their enterprise account.

Enterprise owners can also add support entitlements to members of organizations owned by their enterprise account, allowing those members to create, view, and comment on support tickets. For more information, see Managing support entitlements for your enterprise.

About Copilot in Support

You can receive answers to questions relating to 's products and features before submitting a support ticket by using Copilot in Support. Copilot in Support is an AI-powered tool that uses a large language model to find answers to a wide variety of support queries. If Copilot in Support cannot answer your question, You can proceed with submitting your ticket to Support. For more information, see About Copilot in Support.

Granting Support temporary access to a private repository

If Support needs to access a private repository to address your support request, the owner of the repository will receive an email with a link to accept or decline temporary access. The owner will have 20 days to accept or decline the request before the request expires. If the owner accepts the request, Support will have access to the repository for five days. During this window, Support staff with the required privileges can unlock the repository for up to two hours at a time, and will relock the repository if the work is completed early. All Support staff access generates audit log events, and the visibility of the repository is not affected at any time.

Support will never access your private repositories without your explicit consent. For more information, see the Terms of Service.

Contacting Sales and Training

For pricing, licensing, renewals, quotes, payments, and other related questions, contact 's Sales team.

To learn more about training options, including customized trainings, see 's training site.

Hours of operation

Support in English

For standard non-urgent issues, we offer support in English 24 hours per day, 5 days per week, excluding weekends and national U.S. holidays. The standard response time is 24 hours.

Support in Japanese

For standard non-urgent issues, support in Japanese is available Monday through Friday from 9:00 AM to 5:00 PM JST, excluding national holidays in Japan.

For a complete list of U.S. and Japanese national holidays observed by Enterprise Support, see Holiday schedules.

Holiday schedules

For urgent issues, we can help you in English 24 hours per day, 7 days per week, including on U.S. and Japanese holidays.

Holidays in the United States

Enterprise Support observes these U.S. holidays, although our global support team is available to answer urgent tickets.

Holidays in Japan

Enterprise Support does not provide Japanese-language support on December 28th through January 3rd as well as on the holidays listed in 国民の祝日について - 内閣府.

Resolving and closing support tickets

Enterprise Support may consider a ticket solved after providing an explanation, recommendation, usage instructions, workaround instructions.

Enterprise Support may close a ticket if the ticket is outside the scope of support or if multiple attempts to contact you have gone unanswered. If Enterprise Support closes a ticket due to lack of response, you can request that Enterprise Support reopen the ticket.

Further reading

• Creating a support ticket
• Viewing and updating support tickets