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Technical support

Requesting technical support

    Yandex.Cloud provides technical support to users with different service plans. You can choose the one that best suits you.

    Note

    No additional fees apply for technical support until, and including, December 31, 2019.

    Contacting support

    You can contact tech support in one of the following ways:

    • Through the feedback form on the support page in the management console.
    • By email.
    • Via chat.

    Hours of operation

    Technical support responds to requests 7 days a week from 10:00 to 22:00 (UTC+3).

    Response times

    The response time depends on how you contact technical support:

    • Chat:
      • No more than 10 minutes after a request is received.
    • Feedback form and email:
      • For regular requests, no more than 8 hours after a request is received.
      • For critical requests, no more than 3 hours after a request is received.

    A request is critical if it is due to an error in Yandex.Cloud services and this error led to the partial or complete unavailability of Yandex.Cloud services.

    Types of technical support requests

    With the Standard plan, you can contact Yandex.Cloud technical support for the following purposes:

    • Restore access to the management console.
    • Request links to documentation.
    • Diagnose errors in Yandex.Cloud services and fix identified problems not related to third-party software.
    • Get information about issues related to billing.
    • Ask general questions like How does this work? and What is this? concerning Yandex.Cloud services and functionality.
    • Get answers to frequently asked questions.
    • Request consultation or assistance in setting up Yandex.Cloud services.
    • Request your data from Yandex.Cloud.

    Yandex.Cloud technical support engineers do not resolve the following types of requests:

    • Source code development.
    • Debugging proprietary software of Yandex.Cloud customers.

    Contacting support

    You can contact technical support in any of these ways:

    • Through the feedback form on the support page in the management console.
    • By email.
    • Via chat.
    • By phone.

    Hours of operation

    Technical support responds to requests 24 hours a day, 7 days a week.

    Phone calls are handled from 10:00 to 19:00 (UTC+3).

    Hours of operation and response times

    Support request response time:

    • Chat:
      • No more than 5 minutes after a request is received.
    • Feedback form and email:
      • For regular requests, no more than 4 hours after a request is received.
      • For critical requests, no more than 30 minutes after a request is received.
    • Phone: Instantly.

    A request is critical if it is due to an error in Yandex.Cloud services and this error led to the partial or complete unavailability of Yandex.Cloud services.

    Types of technical support requests

    With the Business plan, you can contact Yandex.Cloud technical support for the following purposes:

    • Restore access to the management console.
    • Request links to documentation.
    • Diagnose errors in Yandex.Cloud services and fix identified problems not related to third-party software.
    • Get information about issues related to billing.
    • Ask general questions like How does this work? and What is this? concerning Yandex.Cloud services and functionality.
    • Get answers to frequently asked questions.
    • Request consultation or assistance in setting up Yandex.Cloud services.
    • Request your data from Yandex.Cloud.
    • To request recommendations for service recovery in the event of a critical incident.
    • To request recommendations for troubleshooting compatibility issues with third-party software.
    • To request recommendations for troubleshooting issues with system software.

    Note

    The Premium plan will be available as of January 1, 2020.

    Contacting support

    You can contact tech support in one of the following ways:

    • Through the feedback form on the support page in the management console.
    • By email.
    • Via chat.
    • By phone.

    Hours of operation

    Technical support responds to requests 24 hours a day, 7 days a week.

    Phone calls are handled from 10:00 to 19:00 (UTC+3).

    Hours of operation and response times

    Support request response time:

    • Chat: Instantly.
    • Feedback form and email:
      • For regular requests, no more than 2 hours after a request is received.
      • For critical requests, no more than 15 minutes after a request is received.
    • Phone: Instantly.

    A request is critical if it is due to an error in Yandex.Cloud services and this error led to the partial or complete unavailability of Yandex.Cloud services.

    Types of technical support requests

    With the Premium plan, in addition to Yandex.Cloud technical support, you also have access to an engineer who can handle more complex architecture and integration issues. If your request is too complex for technical support, it goes to a dedicated support engineer.

    You can contact Yandex.Cloud technical support for the following purposes:

    • Restore access to the management console.
    • Request links to documentation.
    • Diagnose errors in Yandex.Cloud services and fix identified problems not related to third-party software.
    • Get information about issues related to billing.
    • Ask general questions like How does this work? and What is this? concerning Yandex.Cloud services and functionality.
    • Get answers to frequently asked questions.
    • Request consultation or assistance in setting up Yandex.Cloud services.
    • Request your data from Yandex.Cloud.
    • To request recommendations for troubleshooting compatibility issues with third-party software.
    • To request recommendations for troubleshooting issues with system software.
    • To get status updates on critical incidents on the side of Yandex.Cloud by a dedicated support engineer.
    • To consult with a dedicated support engineer on how to solve architecture-related tasks based on your Yandex.Cloud service usage scenario.
    • To get additional Yandex.Cloud services (if possible).

    Note

    The Basic plan will be available as of January 1, 2020, when the Standard plan is no longer free.

    Contacting support

    You can contact tech support by email.

    Hours of operation

    Technical support responds to requests on business days from 10:00 to 22:00 (UTC+3).

    Response times

    Support responds to requests no more than 24 hours after a request is received.

    Types of technical support requests

    With the Basic plan, you can contact Yandex.Cloud technical support for the following purposes:

    • Restore access to the management console.
    • Request links to documentation.
    • Diagnose errors in Yandex.Cloud services and fix identified problems not related to third-party software.
    • Get information about issues related to billing.
    • Ask general questions like How does this work? and What is this? concerning Yandex.Cloud services and functionality.
    • Get answers to frequently asked questions.
    • Request consultation or assistance in setting up Yandex.Cloud services.
    • Request your data from Yandex.Cloud.

    Yandex.Cloud technical support engineers do not resolve the following types of requests:

    • Source code development.
    • Debugging proprietary software of Yandex.Cloud customers.