---
title: "What Cloud Platform Support covers"
description: "What Cloud Platform Support covers for TIR, what stays your responsibility on self-managed compute, and how to get faster resolution."
content_type: "concept"
product: "tir-support"
platform: "TIR"
url: "/tir/tir-support/concepts/support-scope/"
topic: ["tickets"]
---

# What Cloud Platform Support covers

Cloud Platform Support looks after the platform around your resources. Raise a ticket for issues with the platform. Complete details, logs, timestamps, resource names, and attachments help the team resolve it faster.

## Covered

| Area                      | Details                                                                                                               |
| ------------------------- | --------------------------------------------------------------------------------------------------------------------- |
| Infrastructure            | Physical, hypervisor, and virtualization-layer issues affecting Compute Node availability.                            |
| Network                   | Availability, latency, packet loss, routing, and connectivity issues.                                                 |
| Platform services         | Compute Nodes, Object Storage, Load Balancers, CDN, VPC, Firewalls, DNS, Security Groups, and storage services.       |
| Billing                   | Usage, invoices, billing clarifications, and plan queries.                                                            |
| Platform guidance         | Using E2E Cloud services through TIR.                                                                                 |
| TIR platform services     | Inference endpoints, model hosting, datasets, fine-tuning, embeddings, training clusters, and AI platform operations. |
| Enterprise and governance | Disaster recovery, license management, SSL certificates, audits, and compliance tools.                                |

## Self-managed compute

Compute resources on TIR, such as Instances and Virtual Machines, are self-managed. Support covers the cloud platform layer outside the instance or VM. You are responsible for the following:

| Responsibility  | Examples                                                                                          |
| --------------- | ------------------------------------------------------------------------------------------------- |
| OS and software | Installation, configuration, and patching.                                                        |
| Applications    | Deployment and maintenance.                                                                       |
| Performance     | Instance and VM-level performance tuning.                                                         |
| Access          | User and access management, security hardening.                                                   |
| Monitoring      | Monitoring software inside the instance or VM.                                                    |
| Firewall rules  | SSH and RDP restrictions, OS firewalls, patches, intrusion prevention, application port security. |

By default, your instances and VMs have no firewall or port restrictions inside them. Set your own firewall rules for your workload and security needs.

## Not covered

- Application installation, configuration, or maintenance.
- Debugging application code or runtime issues.
- OS-level performance tuning or kernel modifications.
- Custom script development or deployment automation.
- Troubleshooting user-installed packages inside the instance or VM.

## Get faster resolution

- Give complete details. Include the steps you took, error messages, logs, timestamps, affected resource names, and the business impact. Complete details are the biggest factor in a faster resolution.
- Keep credentials private. Leave server credentials, passwords, private keys, and confidential access URLs out of tickets and replies.
- Use the right severity. Keep **High** for issues that affect production.
- Pick the correct service. For a TIR issue, choose the specific service, such as **Instance**, **VM**, **Inference Service**, **Training Cluster**, or **Dataset Service**.

To raise a ticket, see [Create a support ticket](/tir/tir-support/how-to/create-a-support-ticket/).