Technical support procedure
Yandex Cloud provides technical support under different service plans. You can choose the one that best suits you. The cost of paid technical support plans includes two components: fixed and supplemental. The supplemental part is calculated as a percentage of the cost of resources consumed during the month. For more information about the plans, see the Pricing policy.
Contacting support
Depending on your service plan, you can contact technical support using one of these methods:
- Using the feedback form in the Support Center, 24/7.
- By email cloud@support.yandex.ru, 24/7.
- Using the chat, 24/7 for paid service plans and from 8 AM to 9 PM (UTC +3) on weekdays for the basic service plan.
The expected response time is shown in the table below.
| Channel | Basic | Business | Premium |
|---|---|---|---|
| For personal and research projects | For professional projects | For business projects with stringent fault tolerance requirements. | |
| Request to Support Center | Normal: 24 hours Increase quotas: 30 minutes |
Normal: 4 hours Critical: 30 minutes Increase quotas: 30 minutes |
Normal: 2 hours Critical: 15 minutes Increase quotas: 30 minutes |
| Chat in Telegram | 15 minutes | 5 minutes | 5 minutes, a messenger of your choice |
Only Yandex Cloud organization members can send requests to support. Make sure you are making a request on behalf of the right organization. If you have an issue with your infrastructure's production environment, specify Critical issue for the request type.
Regardless of your service plan, you can request the following from technical support:
- Service logs related to your resources and actions in Yandex Cloud.
- Your personal data stored by Yandex.
Types of requests to support
The types of requests available depend on the selected plan and are shown in the table below.
Note
The list of services offered under the Premium plan is not exhaustive and may be updated on a case-by-case basis.
| Request type | Basic | Business | Premium |
|---|---|---|---|
| Restore access to the management console | |||
| Provide links to documentation | |||
| Diagnose errors in Yandex Cloud services and fix identified problems not related to third-party software | |||
| Ask questions related to payments for resources | |||
| Address frequently asked questions (including general questions like How does this work? and What is it?) about Yandex Cloud services and features | |||
| Address questions or provide assistance when setting up Yandex Cloud services | |||
| Address requests about your data in Yandex Cloud, including requests for personal data | |||
| Provide recommendations for service recovery in the event of a critical incident | |||
| Provide general recommendations about architecture | |||
| Address questions configuring third-party software and troubleshooting compatibility issues (provide reference to open sources of information) | |||
| Provide recommendations for fixing problems with operating systems and their components | |||
| Provide recommendations for troubleshooting third-party software compatibility issues (direct help solving) | |||
| Directly consult with a dedicated support engineer on how to solve architecture-related tasks based on your Yandex Cloud service usage scenario | |||
| Personal technical manager |
Yandex Cloud technical support engineers do not address the following issues:
- Software code development.
- Debugging your proprietary software.
Technical support includes diagnosing issues in third-party software used in conjunction with the cloud infrastructure and limited assistance in solving the identified problems. Technical support engineers can help you with the installation, basic setup, and diagnostics of the following software:
- Operating systems on Yandex Cloud VM instances created from public images provided by Yandex Cloud.
- Databases and cluster management systems created in:
- Yandex Managed Service for Apache Airflow™
- Yandex Managed Service for Apache Kafka®
- Yandex Managed Service for ClickHouse®
- Yandex Managed Service for Kubernetes
- Yandex Managed Service for MongoDB
- Yandex Managed Service for MySQL
- Yandex Managed Service for OpenSearch
- Yandex Managed Service for Redis
- Yandex Managed Service for PostgreSQL
You can use images with outdated OS versions on your VMs; however, you will not be able to get support for these VMs if you have any issues.
If the technical support cannot resolve your third-party software issue, contact the software vendor's support service. In some cases, contacting the vendor's support service requires a valid technical support contract with the vendor or its partners.
How to change your service plan
Only the organization owner can change the technical support service plan. To change your Yandex Cloud technical support service plan:
- Navigate to Service plans in the left-hand panel of the Support Center main page.
- In the Service plans window, you will see the billing account to be debited for paid technical support plans.
- Change your plan:
- To switch to the Basic plan, click Go.
- To switch to the Business plan, click Go.
- To switch to the Premium plan, click Send a request.
If an organization with an active support plan uses resources paid from different billing accounts, the percentage portion of the plan will be charged to each one of them based on the cost of consumed resources, while the fixed portion will be charged only to the account specified for the purpose when selecting the Business plan. When you change your plan, you can choose the billing account to be used to cover the fixed portion of the plan. This option is only available to the organization owner. To change your billing account:
- In the Service plans window, click Edit to select another account.
- In the Billing account window, specify another account using one of the following methods:
- Select an account from the list.
- Create a new account.
Service plan upgrades are effective immediately; downgrades take effect on the first day of the following month. For information on current service plans and examples of how to calculate your costs, see Pricing policy.
ClickHouse® is a registered trademark of ClickHouse, Inc.