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 Support Center's feedback form, 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 business projects | For business projects with increased fault tolerance requirements | |
| Request to Support Center | Question: 24 hours Issue: 24 hours Quotas: 24 hours Supply: 5 work days |
Question: 4 hours Issue,medium priority: 4 hours Issue, important priority: 4 hours Issue, critical priority: 30 minutes Quotas: 24 hours Supply: 5 work days |
Question: 2 hours Issue,medium priority: 2 hours Issue, important priority: 2 hours Issue, critical priority: 15 minutes Quotas: 24 hours Supply: 5 work days |
| Increasing quotas in the Quotas section | 30 minutes within the specified limits | 30 minutes within the specified limits | 30 minutes within the specified limits |
| Chat in the Yandex Cloud interface, Telegram chat |
15 minutes | 5 minutes | 5 minutes |
| 24 hours | 24 hours | 24 hours |
Only a Yandex Cloud user can create a request in the support center. Make sure you are making a request on behalf of the right organization. If your infrastructure has a production environment issue, select the Problem request type with the Critical priority.
We recommend creating a separate ticket for each issue. If your ticket describes multiple issues, technical support may create separate tickets for each one.
For more information on finding your request in Yandex Cloud, see How do I find my request in Yandex Cloud.
Types of requests to support
The types of requests available depend on the selected plan and are shown in the table below.
| Request type | Basic | Business | Premium |
|---|---|---|---|
| Restoring access to the management console | |||
| Advice on billing-related issues | |||
| Request for links to documents | |||
| Inquiries about your Yandex Cloud data, including personal data | |||
| Diagnostics of errors in Yandex Cloud services and fixes to problems unrelated to third-party software | |||
| FAQ (including general ones like How does it work? and What is it?) about Yandex Cloud services and features | |||
| Ideas on how to improve the services in terms of functionality and feedback | |||
| Assistance in recovering the services in the event of critical issues | |||
| Advice on how to set up Yandex Cloud services | |||
| Possibility to upgrade the request's priority level on demand | |||
| Basic recommendations for building a fault-tolerant cloud infrastructure | |||
| Preparing an RCA for critical priority requests | |||
| HA/DR tests | |||
| Infrastructure checkup | |||
| Support for maintenance and updates of your cloud resource architecture | |||
| Video conferences with support experts on demand |
What is not covered by technical support
Yandex Cloud support engineers do not address the following:
- Software code development.
- Third-party software debugging.
- Support for Yandex Cloud Marketplace products published by vendors other than Yandex Cloud.
- Use of Advanced Yandex DDoS Protection.
- Yandex Tracker, Yandex Forms, Yandex Wiki.
- Operations with the MDB services within the Yandex Cloud customer control zone.
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
Before activating, deactivating, or modifying your technical support service plan, as well as changing the billing account from which the payment will be debited, make sure you have the following roles:
- organization-manager.organizations.owner for a cloud organization where you need to change or activate a paid support service plan.
- billing.accounts.admin or higher for your billing account if it is not linked to this cloud organization. This role will be inherited if your account is linked to the organization. For more information about roles and the link between a cloud organization and a billing account, see Organization.
To change your Yandex Cloud technical support service plan:
- On the support home page in Support Center, select Service plans in the left-hand panel.
- 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 activated support service plan uses resources paid from different billing accounts, the percentage part of the plan will be charged to each billing account according to the cost of consumed resources. The fixed part will be paid by only one account: the one specified when selecting the Business service 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.