Is this response time standard for GitHub Enterprise Support?

[rabberbock]

🏷️ Discussion Type

Question

Body

We are a GitHub Enterprise customer and have been waiting several days for a response to support ticket #4552189 regarding an urgent issue affecting our organization.

We have already followed up through the support ticket, but we have not received a response or a clear way to escalate it. I also see multiple other users in this community reporting similar experiences with GitHub Support tickets going unanswered for extended periods.

Is this now considered a standard response time for GitHub Enterprise Support? More importantly, is there a reliable way to escalate a business-critical Enterprise ticket and get it reviewed by the appropriate team?

Any assistance from GitHub staff in escalating ticket #4552189 would be greatly appreciated.

[rabberbock]

@lgustavopuga Thanks for this info!

Unless I am misreading this, on their marketing site they say they target 8 hours for standard Enterprise.

https://github.com/enterprise/premium-support