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To report a bug, raise quotas or ask for advice on Nebius AI Cloud services, create a ticket in the support center. Nebius AI Cloud provides free technical support. If you want to increase quotas, change them on the Administration → Limits → Quotas page of the web console.

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Topics of support tickets

When you create a ticket in the support center, select one of the following topics:
  • Technical: Send a question, report a problem or submit a request related to a technical issue. For example, you can do the following:
    • Ask about Nebius AI Cloud services and features
    • Ask for help in third-party software setup
    • Troubleshoot errors
    • Restore access to the web console
    Every technical support ticket is associated with a Nebius AI Cloud service and project.
  • Billing: Ask about billing; for example, about the following:
    • Unexpected charges
    • Payment methods
    • Billing details
    • Invoices
    • Promo codes
    • Trials
    • Refunds
  • Digital rights: Request data erasure or ask about data portability. Select this topic if you want to send a Data Subject Request.

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Priorities and response times

When you create a ticket in the support center, specify its priority. The priority determines the time to the first non-automated response from a technical support specialist. The criteria and response time for each priority are as follows:

Priority

Time to first response

Description

Criteria

Critical

30 minutes

Critical outage that completely blocks service usage and impacts business-critical operations.

  • Cloud resources or services are completely unavailable.
  • Core business operations are disrupted.
  • A large number of users are impacted, and no workarounds are available.
  • A major security incident occurred, such as a data breach or compromised credentials.

High

60 minutes

Major service degradation that impacts business-critical operations, but has available workarounds.

  • Service performance is slowed, and it significantly affects business processes.
  • Service configuration has issues that you cannot resolve on your side.
  • Functional failures create operational risks, but don’t lead to a total outage.
  • Key business operations are impacted, but workarounds are available.

Medium

4 hours

Partial service degradation that has moderate impact on business processes, and affects specific service functions or a limited user group.

  • Service performance is slowed, but there is no significant business impact.
  • Functional issues occur, but you can use alternative methods.
  • Failures are localized in areas that don’t affect core infrastructure.
  • The bugs that you encounter are non-critical.

Low

1 business day
(the Netherlands calendar)

Minor issues that do not impact primary business functions. Requests for service improvements.

  • Small bugs that do not affect functionality.
  • Questions about service configuration and usage.
  • Requests for API or documentation improvements.
  • General inquiries about platform capabilities.
To speed up processing, when creating a request be sure to provide additional information such as Nebius AI Cloud CLI responses with the --debug flag or screenshots of web console errors.
Before submitting a request, you can check the Nebius AI Cloud status page — to check if the issue you are experiencing is related to an ongoing incident.

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Data Subject Requests (DSRs)

Nebius AI Cloud follows the EU General Data Protection Regulation (GDPR) and the EU Data Act. If you have data-related questions and requests, create a ticket in the support center. These can be inquiries, for example, about data access, portability, erasure or rectification. Nebius AI Cloud addresses such requests and is ready to assist you with processing data. For more information about data subject rights, see Privacy Policy. Technical support only accepts DSRs from particular users. Any individual can send a DSR, but a representative of a legal entity must have the dsr.admin role in a tenant. Only those users can receive copies of data or erase it. If you are a representative of a legal entity and want to send a DSR, make sure you are in a group that has the dsr.admin role for your tenant. You can check this in the Administration → IAM section of the web console.
The dsr.admin role allows you to receive copies of and erase all personal and non-personal data in the tenant. Assign this role with caution.
See terms in the Nebius GDPR Compliance FAQs and Nebius Data Act Compliance FAQs.

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Tickets without tenants

If you do not have access to any tenant, you can still contact technical support. In this case, select a topic and priority as you would for any other support ticket. When you create a ticket without a tenant, make sure to specify a personal email and avoid shared mailboxes. This helps the support team reach out to you and respond to your issue. If you have access to any tenant, you can see both tenant-related tickets and tickets created without a tenant. To do this, go to the support center and select Tenant-related or No tenant.

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What to do if the support center is unavailable

If you need to restore access to the web console or are having troubles connecting to the support center, email us at support@nebius.com.