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 image image image image
Provide links to documentation image image image image
Diagnose errors in Yandex.Cloud services and fix identified problems not related to third-party software image image image image
Address questions issues related to billing image image image image
Address frequently asked questions (including general questions like How does this work? and What is this?) about Yandex.Cloud services and functional capabilities image image image image
Address questions or provide assistance when setting up Yandex.Cloud services image image image image
Address requests about your data in Yandex.Cloud image image image image
Provide recommendations for service recovery in the event of a critical incident image image image image
Provide general recommendations about architecture image image image
Address questions configuring third-party software and troubleshooting compatibility issues (provide reference to open sources of information) image image
Provide recommendations for fixing problems with operating systems and their components. image image
Provide recommendations for troubleshooting third-party software compatibility issues (direct help solving) image
Directly consult with a dedicated support engineer on how to solve architecture-related tasks based on your Yandex.Cloud service usage scenario. image
Personal technical manager image
Additional Yandex.Cloud services (case-by-case basis) image

Yandex.Cloud technical support engineers don't perform the following tasks:

  • Develop software code.
  • Debug your personal software.