* "Check again." If the turnaround on a support ticket is truly 11 days, we would have been facing a 22 day outage (as we'd expect yet another 11 days after responding "it's still happening").

* "You have no SLA."

* "If you want support, I can direct you to our sales team."

If, god forbid, Git access (or everything) had been down, we would have been scrambling to continue business, we wouldn't have had a number to call, and we likely would have had to pony up the cash.

I strongly recommend you take a good look you fall here: https://github.com/premium-support. Note that "< 8 hours" under "Enterprise" mean absolutely nothing, as they aren't guaranteed (per your contract). A more honest value in the column would be "N/A."

You have to get hold of sales to learn about premium support pricing, it isn't publicly disclosed. This is likely to prevent you from budgeting for premium support only in the event that you need it.

If your business continuity depends on GitHub Enterprise, and you don't have Premium support, you need to pay, plan, or change.