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Terms of support

VK CS team provides technical support to customers using VK CS services.

Methods of handling

You can submit an appeal to technical support through the following available communication channels:

ChannelInformationOpening hours
mailsupport@mcs.mail.ruaround the clock
Feedback formhttps://help.mail.ru/mcs/supportaround the clock
Telegram chathttps://t.me/vkcs_assistantaround the clock
Facebookhttps://fb.me/Mail.RuCloudSolutions/around the clock
Vkontaktehttps://vk.com/mrgcloudaround the clock
Phone+7 (499) 350-97-03around the clock

Advice

To speed up the processing of your request, inform the technical support about your account information: login, project name and describe the issue in as much detail as possible.

If possible, attach any available diagnostic information: screenshots, logs and other materials.

SLA

The response time and solution of the request depends on the urgency and impact of the request on the information resources of clients. Below is a table of response times and solutions for all types of requests:

LinkAnswerDecision
CriticalTallMiddleLow
mail1 hour2 hours8 ocloc'k12 hours48 hours
Feedback form1 hour2 hours8 ocloc'k12 hours48 hours
Telegram chat15 minutes2 hours4 hours8 ocloc'k48 hours
Facebook15 minutes2 hours8 ocloc'k12 hours48 hours
Vkontakte15 minutes2 hours8 ocloc'k12 hours48 hours

Support competencies

The list of questions that technical support can solve includes:

  • Architectural consulting on the use of VK CS services
  • Diagnosing problems with the work of resources on the project
  • Account recovery issues
  • Informing about the work of billing
  • Troubleshooting recommendations
  • Assistance in setting up VK CS services

Note

The VK CS technical support team does not solve problems related to software development, debugging its own program code, as well as consulting on the work of third-party solutions.

Technical support notifications

The support team informs customers about failures that have occurred with a service or resource in the customer's account, and also provides recommendations for eliminating potential problems in the customer's project.

The number of notifications also includes informing project owners about security threats or other cases that may lead to data loss or interruptions in access to VK CS services.

Individual support

The list of services of the VK CS platform includes the ability to provide priority support (Managed Services).

This service includes extended support on all issues of implementation, maintenance and troubleshooting of client projects:

System administration 24/7

  • Outsourcing of IT infrastructure and cloud services
  • Technical support
  • Monitoring and maintaining availability
  • Incident response
  • Disaster recovery

Audit and Consulting

  • Architecture Consulting
  • Infrastructure audit
  • Performance audit

Configuration and implementation

  • Monitoring setup
  • Configuring backup, high availability (HA), disaster recovery systems
  • PaaS Software Updates
  • Migration of data and information systems

You can find out more about the service and leave a request for calculating the cost at the link https://mcs.mail.ru/managed-services/