Cancellation Due to Lack of Support

[LazinessEvolved]

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Question

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I have recently upgraded an organization that I started a year ago into an enterprise setup, and paid the associated billing. We are a smaller team, 3 people currently, investors on deck, looking to grow fast. So far, so good. So I thought to attach the now usage-based Github Copilot to the enterprise as managed licenses so we could begin using that for oversight and management of those budgets. However, there is a 10-seat minimum. Okay, fine. My mistake thinking that there'd be something as ridiculous as a seat minimum requirement when it's just license management on a usage-based product.

I opened a support ticket 4 weeks ago asking for help resolving this. You see, when you have under 10 GH Enterprise seats, your "Manage Licenses" becomes "Contact Support". And that is where questions or a need for help go to die. I asked for a simple thing: either give us an exception, or roll the enterprise configuration back to a more basic plan, as we primarily wanted that licensing management component. I tried the various other levels before Enterprise looking for the ability to handle this need. Moving to Enterprise was meant to unblock future states. However, the customer support we have received is atrocious. As in, non-existent. I can't work out any way to get GH support to engage, so here I am.

We spent about $2500 in tokens last month, aggressively utilizing agentic workflows on frontier models. We took it on the chin with usage-based billing, because we all knew the subscription world was ending. So be it. I made very clear after 3 weeks of waiting that I cannot see us continuing to use GHCP if we can't manage these licenses correctly, and we will likely move our spend to Anthropic directly ASAP. Which would mean cutting out the GH desktop app and everything short of repo and CICD usage. The complete silence from support even on an Enterprise account also makes me worry seriously about what happens during incidents of any severity.

So Github AI forum trawlers or bored agents browsing this board: about $35k a year is on the line, right now...and that number will likely grow as we grow (fast). Your bosses may want you find a way to salvage this. Since I literally cannot phone a human being about this because we're so teeny tiny (and maybe anything short of millions spent yearly is not worth their time...), this is where we are. Me posting like a madman on forums. I don't use Twitter, so I can't @ you there and hope the embarrassment might get your attention.

So: please help, or we walk.

[Dahire100]

That sounds incredibly frustrating. Unfortunately, the GitHub Community can't escalate support tickets or grant exceptions to licensing policies. Since you've already opened a support case and haven't received a response, there isn't much the community can do beyond confirming that only GitHub Support can handle Enterprise billing and plan changes. Hopefully, a GitHub staff member sees your post and can help move your case forward. In the meantime, avoid opening duplicate tickets and continue replying to your existing support thread so all communication stays in one place.

[indtajith20053]

1. Don’t use Enterprise Copilot
   Use individual Copilot Business licenses per developer

2. Skip Copilot Enterprise entirely
   Use Anthropic / OpenAI APIs directly + your own usage tracking

[namdev72]

The problem: You don't need Copilot Enterprise that's what triggers the 10-seat sales gate. You need Copilot Business, which has no seat minimum and is cheaper ($19/seat vs $39/seat).
Do this:

Go to Enterprise account → Billing and licensing → Licensing → Copilot
Set your org's Copilot plan to Business, not Enterprise
Assign your 3 seats directly — no minimum applies