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.