À propos du 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.

You can contact Enterprise Support through the Support portal for help with:

• Installing and using Enterprise Server
• Identifying and verifying the causes of suspected errors
• Installing and using Advanced Security features

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
• Crisis prevention: Guided incident simulations that help you prepare for—and experience—an incident without risk. (Premium Plus plan / Engineering Direct only)
• 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.

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.

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
• Hardware setup
• Hypervisor-related issues, such as OS disk detection, network setup, boot failure, VM console access, etc
• 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, private preview, and technical 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 and technical 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.

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.

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.

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.

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.

For urgent issues, we are available 24 hours per day, 7 days per week, even during national U.S. holidays.

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 urgent issues, we offer support in English 24 hours per day, 7 days per week, even during national U.S. holidays.

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

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

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.

To ensure that your Enterprise Server instance is stable, you must install and implement Enterprise Server releases. Installing Enterprise Server releases ensures that you have the latest features, modifications, and enhancements as well as any updates to features, code corrections, es or other general updates and fixes to Enterprise Server.

Enterprise Support may consider a ticket solved after providing an explanation, recommendation, usage instructions, workaround instructions, or by advising you of an available release that addresses the issue.

If you have installed additional third-party software on, or made modifications to, Enterprise Server outside of the recommendations of Enterprise Support, Enterprise Support may ask you to remove the software and/or modifications while attempting to resolve the issue. If the problem is fixed when the unsupported software or modifications have been removed, Enterprise Support may consider the ticket solved.

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.

• Section 10 on Support in the Enterprise Server License Agreement
• Creating a support ticket
• Viewing and updating support tickets