FAQ about Yandex Cloud technical support

How do I contact technical support?How do I contact technical support?

You can contact technical support from the management console in the Support section.

How do I contact technical support if I cannot log in to the management console?How do I contact technical support if I cannot log in to the management console?

If you are unable to access your Yandex account, see our troubleshooting guide in the Yandex ID Help.

If you successfully logged in to your Yandex account but are unable to connect to the Yandex Cloud management console, contact technical support at cloud@support.yandex.ru.

What kinds of issues and cases does technical support resolve?What kinds of issues and cases does technical support resolve?

Depending on your service plan, you can contact support for various issues. For more information about service plans, see Technical support terms.

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.

How quickly does technical support respond?How quickly does technical support respond?

Technical support is there 24/7.

The response time depends on your service plan. For more information about service plans, see Technical support terms.

How quickly can technical support solve an identified problem?How quickly can technical support solve an identified problem?

The resolution time will vary case by case depending on the nature of the problem. Problems with apps and services can have various causes. This makes it difficult to estimate how long it will take. The technical support team will work closely with you to troubleshoot your issues as quickly as possible.

How many times can I contact technical support?How many times can I contact technical support?

There is no limit to the number of times you can contact technical support.

How can I get help with architecture-related tasks?How can I get help with architecture-related tasks?

To get help with architecture-related tasks, use the feedback form on the technical support page in the support center.

What third-party software is covered by Yandex Cloud technical support?What third-party software is covered by Yandex Cloud technical support?

Technical support includes troubleshooting third-party software that is used in conjunction with the cloud infrastructure and limited assistance in solving 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 Kafka®
  • Yandex Managed Service for ClickHouse®
  • Yandex Managed Service for Greenplum®
  • 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

What happens if you cannot solve my third-party software problems?What happens if you cannot solve my third-party software problems?

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 do I change my technical support service plan?How do I change my technical support service plan?

Only the organization owner or administrator can change the technical support service plan. See Changing your service plan for details.

See Requesting technical support. Service plan upgrades are effective immediately; downgrades take effect on the first day of the following month.

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