Qovery support
If you need any help, you can:- Check the troubleshooting section for common issues and solutions.
- Use the AI Copilot built into Qovery for instant assistance.
- Contact support via Pylon within the console by clicking on the help button on the bottom right, then select Contact Support.
- Reach out directly in your dedicated Slack channel.
Shared responsibility model
Qovery is responsible for deployed elements on your cloud provider made and maintained by Qovery. We are not responsible for the cloud provider itself nor for the applications you deploy via Qovery. While our support team is always here to help, please note that we may have limited ability to assist with issues that are fully managed by you or your cloud provider. The following RACI Matrix clarifies who is responsible, accountable, consulted, and informed at each layer of the stack:R = Responsible (performs the work)
A = Accountable (ultimately answerable)
C = Consulted (provides input)
I = Informed (kept up-to-date)
| Components | Cloud Provider | Qovery | Customer |
|---|---|---|---|
| Infrastructure Layer | |||
| Physical Infrastructure | R/A | I | I |
| Core Cloud Services | R/A | C | I |
| Network Layer | |||
| VPC & Network (Managed by Qovery) | I | R/A | C |
| VPC & Network (Use existing VPC) | I | I | R/A |
| VPC Peering (from Qovery to Customer VPC) Even though Qovery provides VPC peering capabilities to allow routing to your existing VPC, you remain fully responsible for the configuration, security, and maintenance of your own VPC. Qovery does not manage or oversee your existing cloud network infrastructure. | I | C | R/A |
| Kubernetes Layer | |||
| Kubernetes Cluster | A | R | I |
| Cloud Provider Components | A | R | I |
| Qovery Infrastructure Components | I | R/A | I |
| Application Layer | |||
| Application Code source | I | I | R/A |
| Application Deployment | I | A | R |
| Application Data | I | I | R/A |
| Security & Maintenance | |||
| Security Updates (Kubernetes) | I | R/A | I |
| Customer Application Security (Code & Dependencies) | I | C | R/A |
| Qovery Application Security (Code & Dependencies) | I | R/A | I |
| Backups (data) | |||
| Database (Managed) | R/A | I | I |
| Database (Container) | I | C | R/A |