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ENTerms of support
MCS team provides technical support to customers using MCS services.
Methods of handling
You can submit an appeal to technical support through the following available communication channels:
| Channel | Information | Opening hours |
| support@mcs.mail.ru | around the clock | |
| Feedback form | https://help.mail.ru/mcs/support | around the clock |
| Telegram chat | https://t.me/mcs_sup_bot | around the clock |
| https://fb.me/Mail.RuCloudSolutions/ | around the clock | |
| Vkontakte | https://vk.com/mrgcloud | around the clock |
| Phone | +7 (499) 350-97-03 | around 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:
| Link | Answer | Decision | |||
| Critical | Tall | Middle | Low | ||
| 1 hour | 2 hours | 8 ocloc'k | 12 hours | 48 hours | |
| Feedback form | 1 hour | 2 hours | 8 ocloc'k | 12 hours | 48 hours |
| Telegram chat | 15 minutes | 2 hours | 4 hours | 8 ocloc'k | 48 hours |
| 15 minutes | 2 hours | 8 ocloc'k | 12 hours | 48 hours | |
| Vkontakte | 15 minutes | 2 hours | 8 ocloc'k | 12 hours | 48 hours |
Support competencies
The list of questions that technical support can solve includes:
- Architectural consulting on the use of MCS 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 MCS services
Note
The MCS 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 MCS services.
Individual support
The list of services of the MCS 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/
