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 started
- Go to the management console
and sign in to Yandex Cloud or sign up if you are not signed up yet. - Open the Support Center home page
. - Select the organization to work with Support Center in or create a new one.
If you are using the support center from your own organization, open the Yandex Cloud BillingACTIVE
or TRIAL_ACTIVE
status.
Troubleshooting
To find answers to questions about Yandex Cloud, do the following in Support Center:
- Open the Support Center home page
. - Go to Tickets.
- Check out the answers to FAQs using quick search buttons.
- If you did not find your question in the FAQ list:
- In the Describe your issue window, provide a brief description of your issue, e.g.,
How to restore access to a billing account
. Yandex Cloud Support Center will take your query to the technical support knowledge base and return all relevant articles. - 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.
- In the Describe your issue window, provide a brief description of your issue, e.g.,
Creating a ticket
If you searched for a way to resolve your issue in the support knowledge base and did not find anything in the Yandex Cloud documentation, create a ticket for support:
- Open the Support Center home page
. - Go to Tickets.
- Click Create ticket.
- Fill out the following fields in the New ticket form that opens:
- Type: Select the ticket type that describes your issue best.
- Service: Specify the service you have an issue with.
- Subject: Enter the subject of your ticket.
- Message: Provide a detailed description of the issue. For best results, specify the resource ID and the event date and time.
- Attachments: Optionally, attach screenshots or other files that may help describe your ticket in better detail.
- Access: Select who will be able to see your ticket.
- Click Create ticket.
Viewing tickets
You can view all submitted tickets you have access to on the Support Center home page
To quickly find the ticket you need, use filters and sorting by:
- Ticket reporter
- Ticket status
- Service specified in the ticket
- Response status
- Ticket type
To clear the ticket filters, click Reset filters.
Changing your service plan
Only the organization owner can change the technical support service plan. To change your Yandex Cloud technical support service plan:
- Navigate to Service plans in the left-hand panel of the Support Center main page
. - In the Service plans window, you will see the billing account to be debited for paid technical support plans.
- 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:
- In the Service plans window, click Edit to select another account.
- 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 plan
Organization owners with multiple billing accounts can select an account for debiting the fixed portion of their paid plan.
- In the Service plans window, click Edit to select another account.
- In the Billing account window, select an account from the list.