Requesting technical support
Yandex Cloud provides technical support under different service plans. You can choose the plan that's best for you. The cost of paid technical support plans includes two components: fixed and supplemental. The fixed portion only depends on the selected plan, while the supplemental portion is calculated as a fraction of the cost of the resources used over the month. For more information about plans, see the Pricing policy.
Contacting support
Depending on your pricing plan, you can contact technical support using one of the methods below:
- Through the feedback form on the support page in the management console, 24 hours a day.
- By email cloud@support.yandex.ru, 24 hours a day.
- In the chat, 24 hours a day.
- Request a call back on the support page in the management console. The support team will contact you by phone, from 10:00 to 19:00 (UTC+3) on weekdays.
If there is a problem with your infrastructure's production environment, specify Critical issue as your request type.
The expected support specialist response time is shown 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 |
|---|---|---|---|---|
| For personal and research projects | For development and pilot projects | For professional projects | For business projects with stringent fault tolerance requirements | |
| Request in console | Normal: 24 hours Increase quotas: 30 minutes |
Normal: 8 hours Critical: 2 hours Increase quotas: 30 minutes |
Normal: 4 hours Critical: 30 minutes Increase quotas: 30 minutes |
Normal: 2 hours Critical: 15 minutes Increase quotas: 30 minutes |
| Chat | - | 15 minutes | 5 minutes | Immediate |
| Phone | - | - | On additional request | On additional request |
* This service plan is valid until October 1, 2023.
Types of requests to support
The types of requests available depend on the selected plan and are shown in the table below.
Note
The list of services offered under the "Premium" plan isn't fixed and can updated on a case-by-case basis.
| Request type | Basic | Standard* | Business | Premium |
|---|---|---|---|---|
| Restore access to the management console | ||||
| Provide links to documentation | ||||
| Diagnose errors in Yandex Cloud services and fix identified problems not related to third-party software | ||||
| Ask questions related to payments for resources | ||||
| Address frequently asked questions (including general questions like How does this work? and What is it?) about Yandex Cloud services and features | ||||
| Address questions or provide assistance when setting up Yandex Cloud services | ||||
| Address requests about your data in Yandex Cloud, including requests for personal data | ||||
| Provide recommendations for service recovery in the event of a critical incident | ||||
| Provide general recommendations about architecture | ||||
| Address questions configuring third-party software and troubleshooting compatibility issues (provide reference to open sources of information) | ||||
| Provide recommendations for fixing problems with operating systems and their components | ||||
| Provide recommendations for troubleshooting third-party software compatibility issues (direct help solving) | ||||
| Directly consult with a dedicated support engineer on how to solve architecture-related tasks based on your Yandex Cloud service usage scenario | ||||
| Personal technical manager | ||||
| Additional Yandex Cloud services (case-by-case basis) |
* This service plan is valid until October 1, 2023.
Yandex Cloud technical support engineers don't address the following issues:
- Develop software code.
- Debug your own software.
You can use images with outdated OS versions on your VMs; however, you will not be able to get support for these VMs if you have any issues.
How to change your service plan
Only the service account's owner can change the service plan. To change your service plan:
- In the management console, go to the Pricing plan tab.
- Select a service plan and click Switch.
- To change to:
- Any service plan except Premium, click Confirm.
- Premium plan, complete the form and click Send.
Service plan upgrades are activated immediately, while downgrades are applied on the first day of the following month.