Help and Support

Qovery support

If you need any help, you can:

1. Most common issues and solutions are listed in the troubleshooting section.
2. Qovery Community Forum is the first place to tool at. You will find a lot of qualitative questions and answers.
3. Finally, if you did not receive answers on the forum or if you have a big outage, you can contact us from the product on Slack.

There, you can discuss directly with our fantastic team as well as our wonderful community!

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

Qovery strongly advises you to take a support plan with your cloud provider. When outages occur, Qovery is limited to the elements given by the cloud provider, and sometimes does not have enough information to diagnose a service failure.

In those cases, you will need to contact your cloud provider support. for investigation.