We have been unable to renew our license for 2 WEEKS and GitHub support has been utterly UNRESPONSIVE

[implex-cbrossutti]

I am about to throw the towel entirely on GitHub Enterprise Server and uninstall it from our servers. The product suits us but the support is so incredibly awful.

We tried renewing our self-hosted GitHub Enterprise Server instance through https://enterprise.github.com. The only option was to pay by invoice but our company needed to be verified for that. I went through the contact link for that, and got in touch with Elodie Rouablé who told me that paying by invoice is reserved for larger orders since we only have a single 10-user pack license. Yet there was no option anywhere to pay by credit card.

I got redirected to general github support, then to github finance who told me to manage my billing through the portal used for GitHub Enterprise CLOUD despite us using GitHub Enterprise SERVER. That is on top of the fact that the github account I used to contact support was unrelated to my credentials at https://enterprise.github.com. I pointed this out wednesday the 1st, even sent another mail to Elodie Rouablé but support has gone dead silent since then! This is unacceptable!

Yesterday I tried making another ticket go through sales with no reply in 24hr despite this issue being obviously urgent. We have been unable to use our instance for an entire week now because of this issue, and because of the complete disregard from everyone at GitHub support!

I seriously do not know who to ask anymore. I don't think I've ever seen such a terrible and detached support, ever. If someone here from GitHub would be so kind to finally let us PAY your product, we would be very thankful indeed! I can provide every detail necessary.

Have a nice day.