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Octomerger merged 2 commits into from
May 12, 2022
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repo sync #17790

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Merge pull request #27637 from github/repo-sync
Octomerger May 12, 2022
5ec65f7
Update our enterprise support policy (#27270)
catto May 12, 2022
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14 changes: 10 additions & 4 deletions content/support/learning-about-github-support/about-github-support.md
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Expand Up @@ -73,7 +73,7 @@ To report account, security, and abuse issues, or to receive assisted support fo
{% ifversion fpt %}
If you have any paid product or are a member of an organization with a paid product, you can contact {% data variables.contact.github_support %} in English.
{% else %}
With {% data variables.product.product_name %}, you have access to support in English{% ifversion ghes %} and Japanese{% endif %}.
With {% data variables.product.product_name %}, you have access to support in English and Japanese.
{% endif %}

{% ifversion ghes or ghec %}
Expand Down Expand Up @@ -135,18 +135,24 @@ To learn more about training options, including customized trainings, see [{% da

{% endif %}

{% ifversion ghes %}
{% ifversion ghes or ghec %}
## 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.

{% ifversion ghes %}
For urgent issues, we are available 24 hours per day, 7 days per week, even during national U.S. holidays.
{% endif %}

### Support in Japanese

For 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 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.

{% ifversion ghes %}
For urgent issues, we offer support in English 24 hours per day, 7 days per week, even during national U.S. holidays.
{% endif %}

For a complete list of U.S. and Japanese national holidays observed by {% data variables.contact.enterprise_support %}, see "[Holiday schedules](#holiday-schedules)."

Expand All @@ -164,7 +170,7 @@ For urgent issues, we can help you in English 24 hours per day, 7 days per week,

{% data variables.contact.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](https://www8.cao.go.jp/chosei/shukujitsu/gaiyou.html).

{% data reusables.enterprise_enterprise_support.installing-releases %}
{% ifversion ghes %}{% data reusables.enterprise_enterprise_support.installing-releases %}{% endif %}

{% endif %}

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