Working with Support Center

Support Center will help you troubleshoot Yandex Cloud issues and create or view support tickets. You can also change your service plan in Support Center.

Getting startedGetting started

1. Go to the management console and log in to Yandex Cloud or sign up if not signed up yet.
2. Open the Support Center home page.
3. Select the organization to work with Support Center in or create a new one.

If accessing the support center from your own organization, check the Yandex Cloud Billing page to make sure you have a billing account linked and it has the ACTIVE or TRIAL_ACTIVE status.

TroubleshootingTroubleshooting

To find answers to questions about Yandex Cloud, do the following in Support Center:

1. Open the Support Center home page.
2. Go to Tickets.
3. Check out the answers to FAQs using quick search buttons.
4. If you did not find your question in the FAQ list:
   1. In the Describe your issue window, provide a brief description of your issue, e.g., How to restore access to a billing account. The Yandex CloudSupport Center will take your query to the support knowledge base and return all relevant articles.
   2. If no suitable article is found, a notification window will appear under the search bar. In this window, click Search documentation to find the answer to your question in the Yandex Cloud documentation or Create ticket to create a ticket.

Creating a ticketCreating a ticket

If you searched for a way to resolve your issue in the support knowledge base and did not find anything relevant in the Yandex Cloud documentation, create a support ticket.

You can create a support ticket either on the Support Center home page by clicking Create ticket or from the left panel on any management console page by clicking Support center -> Create ticket.

In the New ticket form that opens, proceed as follows:

1. Select the ticket format: Question, Issue, or Quotas.
2. Fill in the form fields:
   • Service: Specify the services related to your ticket. You can specify a maximum of three services.
   • Subject: Enter the subject of your ticket. The system will automatically search through the knowledge base as you type.
3. If no relevant solutions are found for your ticket subject, click Continue and fill out the fields as follows:
   • Provide a detailed description of the situation. For best results, specify the resource ID and the event date and time.
   • If you need to attach screenshots or other relevant files, click Attach files or just drag and drop them into the ticket text field.
   • To attach a screenshot of your current browser tab (without the ticket creation window), use the Add screenshot option.
   • Select the ticket access level: Available to everyone in the organization or Available only to me.
   • Cloud: Select the cloud whose resources are relevant to the ticket.
   • Resources: Add the name, ID, or link to the resources related to your issue. You can select them with a link to the appropriate console section. If you enter the resources manually, they will be saved without a link.
4. Click Create ticket.

This will open a form with the ticket ID and a QR code for configuring push notifications in the Yandex Cloud mobile app.

Viewing ticketsViewing tickets

To monitor your ticket status, click Notifications in the left-hand panel. To quickly navigate to the ticket you need, follow the link in the notification.

You can view all submitted tickets you have access to on the Support Center home page under Tickets.

To quickly find the ticket you need, use filters and sorting by:

• Ticket subject or ID
• Ticket reporter
• Ticket status
• Service specified in the ticket
• Response status
• Ticket type

To clear the ticket filters, click Reset filters.

Changing your service planChanging your service plan

Only the organization owner can change the technical support service plan. To change your Yandex Cloud technical support service plan:

1. Navigate to Service plans in the left-hand panel of the Support Center main page.
2. In the Service plans window, you will see the billing account to be debited for paid technical support plans.
3. 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:

1. In the Service plans window, click Edit to select another account.
2. 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.

Changing a billing account for the current service planChanging a billing account for the current service plan

Organization owners with multiple billing accounts can select an account for debiting the fixed portion of their paid plan.

1. In the Service plans window, click Edit to select another account.
2. In the Billing account window, select an account from the list.