Technical Support Regulation

This document contains the general terms of Technical Support Services ("TSS") and is an integral part of DoubleCloud Customer Agreement (the "Agreement"). Capitalized terms used herein have the meanings given in the Agreement and Linked Documents.

1. Support request

1.1. DoubleCloud provides Customer with TSS in accordance with this Technical Support Regulation ("TSR").

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, DoubleCloud will provide Customer with a confirmation letter featuring the request number and date.

1.5. DoubleCloud's support team will process the Customer's request within the time specified in Technical support Plan available to Customer.

1.6. List and detailed description of Technical support Plans provided by DoubleCloud are available on Site.

2. Technical Support

2.1. Types of requests for technical support specified in Technical Support Documentation.

2.2. DoubleCloud 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. DoubleCloud technical support team do not resolve the following categories of issues:

  • source code development;

  • debugging of DoubleCloud Customers' proprietary software.

2.4. TSS will be provided by DoubleCloud in the English language.

3. Definitions

"Technical support Plan" means a set of services and service parameters chosen by Customer and provided by DoubleCloud technical support team.


Web address:

Date of publication: 27 June 2022

Effective date: 27 June 2022