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Technical support
  • Requesting technical support
  • Yandex Cloud notifications
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  • Pricing policy
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Requesting technical support

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Yandex Cloud
  • Contacting support
  • Types of requests to support
  • How to change your service plan

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

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
Address questions issues related to billing
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)

Yandex Cloud technical support engineers don't address the following issues:

  • Develop software code.
  • Debug your own software.

How to change your service plan

Only the service account's owner can change the service plan. To change your service plan:

  1. In the management console, go to the Pricing plan tab.
  2. Select a service plan and click Switch.
  3. 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.

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© 2023 Intertech Services AG
In this article:
  • Contacting support
  • Types of requests to support
  • How to change your service plan