Requesting technical support
Yandex.Cloud provides technical support under different service plans. Choose the plan that suits you best.
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, on weekdays from 10:00 to 19:00 UTC.
Requests pertaining to errors in infrastructure production environments are given critical priority.
The maximum time it takes the support team to respond to your request is 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 |
|---|---|---|---|---|
| For personal and research projects | For development and pilot projects | For professional projects | ||
| 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 requests to support
The types of requests available depend on the selected plan and are shown in the table below.
Note
The given list of services offered under the Premium
plan isn't fixed and can be supplemented or 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 personal software.
How to change a service plan
- In the management console, go to the tab Pricing plan.
- Select a service plan and click Switch.
- Fill out the form and click Submit.
The service plan is upgraded immediately when you submit the form. The service plan is downgraded on the first day of the next month.