How can a Microsoft CSP partner access GitHub Support on behalf of a customer's Enterprise account?

[aki-csp]

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We are a Microsoft Cloud Solution Provider (CSP) offering GitHub Copilot for Business and GitHub Enterprise to end customers via Microsoft.
We would like to confirm the correct procedure for submitting support tickets to GitHub Support on behalf of our customers, especially in cases where critical issues arise.
Could you please help us clarify the following points?

1. Is it correct that, in order for us (CSP partner) to contact GitHub Support on behalf of the customer, our support GitHub account must be invited as an administrator (Owner or Billing Manager) to the customer's GitHub Enterprise account?
2. Is there a way to verify whether our support GitHub account has already been invited as an administrator to the customer's Enterprise account?
3. If our account has not been invited, is there any way for us (CSP partner) to register ourselves as an administrator to the customer's Enterprise account?
4. Or, does the customer need to manually invite our account?
5. Alternatively, is there any way GitHub Support can assist with the invitation or registration process?
   We would greatly appreciate any guidance or shared experiences from the community.
   Thank you in advance!

[queenofcorgis]

Hi @aki-csp,

Thanks for writing in to the community! CSPs must submit their tickets via the Microsoft portal as normal which will give you a link to GitHub Support that you can use.

Is it correct that, in order for us (CSP partner) to contact GitHub Support on behalf of the customer, our support GitHub account must be invited as an administrator (Owner or Billing Manager) to the customer's GitHub Enterprise account?

Correct!

Is there a way to verify whether our support GitHub account has already been invited as an administrator to the customer's Enterprise account?

• Log in to GitHub with your support account.
• If you see the Enterprise account with admin controls, you’re invited as admin.
• If not, ask the customer or check your email for an invite.

If our account has not been invited, is there any way for us (CSP partner) to register ourselves as an administrator to the customer's Enterprise account?
No, you cannot self-register as an admin (Owner or Billing Manager) on a customer’s Enterprise account without an explicit invitation from the customer.

GitHub’s permissions model is designed so that only existing Owners or Billing Managers of an Enterprise account can invite new administrators (including CSP partners). This is by design for security and compliance.

Or, does the customer need to manually invite our account?

They would need to invite you, correct.

Alternatively, is there any way GitHub Support can assist with the invitation or registration process?

No, this has to be done by the customer

I recommend these docs as well:

• Creating an enterprise account as a Microsoft CSP partner (GitHub Docs)
• GitHub Sales & Presales Partner Skilling
• Quick guide for GitHub CSP Partners

[aki-csp]

@queenofcorgis
Thank you very much for your kind and detailed response. Your explanation has cleared up my questions, and I will also refer to the documentation you shared.

[queenofcorgis]

Glad I could help - thanks for the thoughtful words and marking the answer 🚀