Terms of support
The VK Cloud team provides technical support to clients using VK Cloud services.
You can apply to technical support through the following available communication channels:
Channel | Information | Working hours |
|---|---|---|
Portal | around the clock | |
Telegram bot | @vk_tech_support_bot | around the clock |
Mail | around the clock | |
Phone | +7 (499) 350-97-03 | around the clock |
SLA indicators are given in the article SLA.
Stage | Description |
|---|---|
Beta | Preliminary service versions at the testing stage. They are suitable for developers who are ready to use the services, the stability of which is not guaranteed: failures or incorrect operation of some functions are possible. The use of service beta versions is not charged. If the beta version of the service during the operation uses any charged VK Cloud service, it is paid according to the price list. Technical support for beta versions is limited: providing responses and correcting even critical errors are not guaranteed. Also, the Service Level Agreement (SLA) is not applied, and the response time is unlimited. Documentation for beta versions may be incomplete or absent |
General Availability | Stable versions of services that are available to all users for purchase. They can be fully used to solve problems. These services are subject to billing and the technical support is fully provided according to the Service Level Agreement (SLA) |
Technical support:
- Provides architectural advice regarding the use of VK Cloud services.
- Performs diagnostics of malfunctions in the operation of resources on the project.
- Deals with issues of restoring access to account.
- Informs about the work of billing.
- Advises on troubleshooting issues in the platform.
- Helps in setting up VK Cloud services.
The support team informs clients about failures that have occurred with the service or resource in the client's account, and also provides recommendations for eliminating potential problems in the client's project.
Notifications also include informing project owners about security threats or other cases that may lead to data loss or interruptions in access to VK Cloud services.
The list of VK Cloud platform services includes the possibility of providing priority support (Managed Services).
This service includes extended support for all issues of implementation, maintenance and troubleshooting in the client's projects:
-
24/7 system administration:
- outsourcing of IT infrastructure and cloud services;
- technical support;
- monitoring and availability support;
- Incident response;
- crash recovery;
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Audit and consulting:
- architecture consulting;
- infrastructure audit;
- performance audit.
-
Configuration and implementation:
- monitoring settings;
- setting up backup, high availability (HA), crash recovery systems;
- software update of PaaS services;
- migration of data and information systems.
To learn more about the service and submit a request for cost calculation, follow the link.