Questions and answers about Yandex.Cloud technical support

How do I contact technical support?

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

How do I contact technical support if I can't log in to the management console?

If you can't access your Yandex account, please refer to the section Solving problems in the Yandex.Passport documentation.

If you successfully logged in to your Yandex account but you can't connect to the Yandex.Cloud management console, contact technical support by email.

What types of issues and cases can be solved by technical support?

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

Regardless of your service plan, you can request the following from technical support:

• Service logs related to your Yandex.Cloud resources and actions.
• Your personal data stored by Yandex.

How quickly does technical support respond to requests?

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

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

How quickly will technical support solve the problem?

The resolution time is individual for each case and depends on the nature of the problem. Problems with apps and services can have various causes. This makes it difficult to estimate their troubleshooting time. The technical support team will work closely with you to identify the cause of the problem and fix it as quickly as possible.

How many times can I contact technical support?

You can contact technical support an unlimited number of times.

How can I get help with architecture-related tasks?

To get help with architecture-related tasks, use the feedback form on the management console support page.

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 running on Yandex.Cloud VM instances that were created using public images provided by Yandex.Cloud.
• Databases created in Yandex Managed Service for PostgreSQL, Yandex Managed Service for ClickHouse, and Yandex Managed Service for MongoDB.

What happens if you can't solve my third-party software problems?

If the technical support team can't resolve the issue with third-party software, you will need to contact the support service of the software vendor. In some cases, contacting the support service requires a valid contract for technical support with the vendors or their partners.