Technical Support Regulation
This document defines general terms of Technical Support Services ("TSS") and is an integral part of Nebius AI Services Agreement ("Agreement"). Capitalized terms used herein but not defined herein shall have the meanings set forth in Agreement and Linked Documents.
1. Support request
1.1. Nebius provides Customer with TSS in accordance with this Technical Support Regulation ("TSR") and Technical Support Documentation set forth at: https://nebius.ai/docs/support.
1.2. Customer may request technical support using any of the following methods: (a) through a feedback form in Management Console; (b) by email; (с) via the chat.
1.3. When making a request, Customer shall accurately and clearly describe a problem or incident. Customer may provide screenshots and graphic explanations.
1.4. After receiving of request, Nebius will provide Customer with a confirmation letter featuring the request number and date.
1.5. Nebius's support team will process the Customer's request within the time specified in the Technical Support Documentation or in the corresponding Technical support Plan (if available and selected by Customer).
1.6. List and detailed description of Technical support Plans (if available) will be provided on Site.
2. Technical Support
2.1. Types of requests for technical support specified in Technical Support Documentation.
2.2. Nebius reserves the right not to process the Customer's request, if the relevant request is meaningless, contains no question or appeal to solve a problem or resolve an incident.
2.3. Nebius technical support team do not resolve the following categories of issues:
source code development;
debugging of Nebius Customers' proprietary software.
2.4. TSS will be provided by Nebius in English.
3. Definitions
"TSS" means conducting conversations with a live representative of Nebius, with respect to technical support issues, as specified under the TSR, and in accordance with the TSR.
"Technical support Plan" means a set of services and service parameters chosen by Customer and provided by Nebius technical support team.
Web address: https://nebius.ai/docs/legal/tsr
Publication date: October 30, 2023