Provision on the Delineation of Technical Responsibility

This Provision on the Delineation of Technical Responsibility between Yandex and the Partner ("Provision") is an integral part of the Technical Support Regulation ("TSR"), as well as the Partnership agreement concluded between Yandex and the Partner and defines the limits of Yandex's and the Partner responsibility in providing technical support to the Partner's Users. The terms defined in the Agreement, the Partnership agreement and the TSR have the same meanings when used in this Provision.

1. AREA OF TECHNICAL RESPONSIBILITY

1.1. Yandex's area of technical responsibility.

1.1.1 The Technical Support Service provides technical support to Users in accordance with the provisions of the TSR, subject to the exceptions provided for in this Provision.

1.1.2 The Technical Support Service does not solve the following categories of tasks:

  • development of software code,
  • technical support for Partner services or third parties that are not related to the Services.

1.2. The Partner's area of technical responsibility.

1.2.1. The Partner independently provides technical support to Users on the following issues:

  • issues related to payment for Services,
  • technical support for Partner services or third-party services that are not related to the Platform's Services.

1.2.2. The Partner provides technical support on weekdays from 10:00 to 22:00, except for non-working holidays.

1.2.3. Technical support is provided by e-mail or using other means of communication available to the Partner.

1.2.4. The deadline for processing the request and providing feedback by the Partner to the User is 24 hours from the moment the request is received by the Partner.

2. THE PROCEDURE FOR INTERACTION BETWEEN YANDEX AND THE PARTNER IN PROVIDING TECHNICAL SUPPORT TO USERS

2.1. When Yandex receives a request for technical support from the User, the Yandex Technical Support Service accepts the request in accordance with the provisions of the TSR.

2.2. If the request relates to the area of technical responsibility of Yandex, Yandex provides the User with a response within the time limits provided for in the TSR.

2.3. If the request does not belong to Yandex's area of responsibility, Yandex, within the time limit provided for in TSR for processing the request, forwards the specified request to the Partner to the Partner's email address specified in the Partnership agreement.

2.4. The Partner processes the request and provides the User with a response in accordance with clause 1.2 of the Provision.

2.5. If, in the Partner's opinion, the request belongs to the Yandex area of responsibility, the Partner sends a corresponding notification, as well as supporting documents and information to Yandex within 24 hours from the date of receipt of the request by the Partner.

Web address: https://yandex.com/legal/cloud_responsibilitiesdelineation

Date of placement: January 15, 2025

Effective date: January 15, 2025