Requesting technical support
Yandex.Cloud provides technical support under different service plans. You can choose the one that best suits you.
How to contact support
Depending on your service plan, you can contact support in one of the following ways:
- Through the feedback form on the support page in the management console, 24 hours a day.
- By email, 24 hours a day.
- In the chat, 24 hours a day.
- By phone, from 10:00 to 19:00 Moscow time (UTC+3).
Requests pertaining to errors in infrastructure production environments are given critical priority.
Maximum request processing times are given in the table below. A dash in a table cell means the corresponding communication channel is not available for the selected service plan.
| Channel | Basic | Standard | Business | Premium |
|---|---|---|---|---|
| Request in console | 24 hours | Standard: 8 hours Critical: 2 hours |
Standard: 4 hours Critical: 30 minutes |
Standard: 2 hours Critical: 15 minutes |
| Chat | - | 15 minutes | 5 minutes | immediate |
| Phone | - | - | immediate | immediate |
Types of technical support requests
The types of requests available depend on the selected plan and are shown in the table below.
Note
Premium
plan services aren't limited to the given list and can be supplemented based on your requirements.
| Request type | Basic | Standard | Business | Premium |
|---|---|---|---|---|
| Restore access to the management console |  |
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| Provide links to documentation | |
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| Diagnose errors in Yandex.Cloud services and fix identified problems not related to third-party software | |
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| Address questions issues related to billing | |
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Address frequently asked questions (including general questions like How does this work?and What is this?) about Yandex.Cloud services and functional capabilities |
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| Address questions or provide assistance when setting up Yandex.Cloud services | |
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| Address requests about your data in Yandex.Cloud | |
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| Provide recommendations for service recovery in the event of a critical incident | |
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| Provide general recommendations about architecture | |
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| Address questions configuring third-party software and troubleshooting compatibility issues (provide reference to open sources of information) | |
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| Provide recommendations for fixing problems with operating systems and their components. | |
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| Provide recommendations for troubleshooting third-party software compatibility issues (direct help solving) | |
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| Directly consult with a dedicated support engineer on how to solve architecture-related tasks based on your Yandex.Cloud service usage scenario. | |
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| Personal technical manager | |
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| Additional Yandex.Cloud services (case-by-case basis) | |
Yandex.Cloud technical support engineers don't perform the following tasks:
- Develop software code.
- Debug your personal software.