How do you contact enterprise support? Does it even exist?

[atsgitdev]

🏷️ Discussion Type

Question

Body

I'm trying to upgrade to Enterprise Cloud and the process flaked out. It sent me the link to connect my IDP, but the link doesn't work and I can't sign into our enterprise URL and password reset from that page doesn't recognize the account used to create the enterprise cloud account. I've had a ticket open for four business days at this point without a response.

[anishko]

Yes, enterprise support does exist. If you've already had a ticket open for 4 business days with no response, i'd reply to the same ticket and ask for an escalation. If you have a github account manager or sales contact, you should reach out with them too.

[atsgitdev]

Thanks I have replied to the ticket for the 2nd time and have requested an escalation. I do not have an AM or sales contact as I was just going through the site to upgrade our plan. Appreciate the response!

[dhruv-techdev]

Yes, GitHub Enterprise Support exists. The official contact method is the GitHub Support portal.

Sign in using the GitHub.com account that created or owns the enterprise—not through the enterprise URL that is currently failing. When creating or viewing the ticket, select the affected enterprise from the account dropdown and choose GitHub Enterprise Cloud as the product. Enterprise owners and billing managers automatically receive support entitlement.

Since you already have a ticket open, I would update that ticket rather than create duplicates. Include:

• The enterprise name or slug
• The GitHub username used to create it
• The exact IdP-link error
• The enterprise URL that cannot be accessed
• Screenshots with sensitive information removed
• A clear note that the failed setup is blocking Enterprise Cloud onboarding

If you cannot sign in to the Support portal at all, use the “Can’t sign in?” option on its login page.

Also, if the upgrade or purchase was never completed and the enterprise does not appear in the Support portal’s account dropdown, contact GitHub Sales or your account representative as well, since purchasing, licensing and onboarding issues may require their involvement.

One important distinction: regular Enterprise Support exists, but guaranteed response times, ticket escalation and callback requests are features of GitHub Premium Support. If your account includes Premium Support, open the existing ticket and use Request an escalation or Request a callback.