> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tokenfactory.nebius.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Support tickets: sending questions, bug reports and feature requests 

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 Settings → Project settings → Rate limits page of the web console. 

## 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 <u>Data Subject Request</u>. 

## 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** |
| - | - | - | - |
| Medium | 4 hours | Partial service degradation that has moderate impact on business processes, and affects specific service functions or a limited user group. | <ul><li>Service performance is slowed, but there is no significant business impact.</li></ul> <ul><li>Functional issues occur, but you can use alternative methods.</li></ul> <ul><li>Failures are localized in areas that don't affect core infrastructure.</li></ul> <ul><li>The bugs that you encounter are non-critical.</li></ul> |
| Low | 1 business day <br />(the Netherlands calendar) | Minor issues that do not impact primary business functions. Requests for service improvements. | <ul><li>Small bugs that do not affect functionality.</li></ul> <ul><li>Questions about service configuration and usage.</li></ul> <ul><li>Requests for API or documentation improvements.</li></ul> <ul><li>General inquiries about platform capabilities.</li></ul> |

## Data Subject Requests 

Nebius Token Factory follows the EU [General Data Protection Regulation](https://eur-lex.europa.eu/eli/reg/2016/679/oj/eng) (GDPR) and the EU [Data Act](https://eur-lex.europa.eu/eli/reg/2023/2854/oj/eng). If you have data-related questions and requests, contact our support team via email: [tokenfactory-support@nebius.com](mailto:tokenfactory-support@nebius.com). These can be Data Subject Requests (DSRs), 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](https://docs.tokenfactory.nebius.com/legal/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 `studio.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 `studio.admin` role for your tenant. You can check this in the [Organization settings → Teams & Access](https://tokenfactory.nebius.com/organization/users) section of the web console. 

## Tickets without tenants 

If you do not have access to any tenant, you can still contact support team via email: [tokenfactory-support@nebius.com](mailto:tokenfactory-support@nebius.com).