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Technical support
  • Requesting technical support
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  1. Requesting technical support

Requesting technical support

  • How to contact support
  • Types of requests to support
  • How to change a service plan

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

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

In this article:
  • How to contact support
  • Types of requests to support
  • How to change a service plan
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