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New Scaleway Support plans - Live in July 2025

Enhance your cloud experience with fast response times and exclusive services from our experts.

24/7 assistance with rapid response

Enjoy peace of mind with our 24/7 support. Get assistance from the Scaleway support team however you prefer–by hotline or online ticketing. We guarantee our premium members a response in as little as 15 minutes!

360° cloud expertise available

Our team of Support Experts, Technical Account Managers, and Solutions Architects is ready to assist you with any technical issue you may have. Our goal is to ensure your infrastructure is always up and running.

Proximity to your business

Our Customer Care team is located in our main office in Paris 8 and France: Customer Care specialists are close by our Technical and Product teams!
We speak both french and english!

Our four support levels

Basic

Free - included for all customers

For non-mission critical projects

Enjoy 24/7 unlimited support via tickets with Initial Response Time (IRT) for P1 incidents - 8 hours

Advanced

50€/month excl. tax OR 5% net spend*

For startups and SMEs

Accelerate your cloud journey with guaranteed response times for P1 incidents of 2 hours and Hotline 7/7 9AM - 6PM

*higher figure applies

Business

250€/month excl. tax OR 10% net spend*

For mission-critical infrastructure

Ensure a best-in-class cloud experience with a guaranteed response time of less than 30 minutes for P1 incidents and 24/7 Hotline. You will also have a Dedicated Premium Team

*higher figure applies

Enterprise

990€/month excl. tax OR 20% net spend*

For businesses running mission-critical projects

Our Enterprise Support plan offers a 15-minute initial response time for P1 incidents, 24/7 hotline access, a dedicated premium team with a Technical Account Manager, quarterly technical reviews, one architecture audit, and official Scaleway certification.

*higher figure applies

Value-Add Services

Dedicated premium team

With an extensive knowledge of Scaleway’s ecosystem, our senior customer care team provides a high level of support to our most strategic customers who subscribed to a Business or Enterprise Support Plan.

Guarantees and Prices

BASICADVANCEDBUSINESSENTERPRISE
PriceFree50€/month or 5% net spending*250€/month or 10% net spending*990€/month or 20% net spending*
Initial Response Time (IRT) for P1 incidents8 hours2 hours30 minutes15 minutes
Ticket24/724/724/724/7
Hotline-7/7 9AM - 6PM
(GMT+1 or GMT+2)
24/724/7
Dedicated Premium Team--IncludedIncluded
Technical Account Manager---Included
Quarterly Technical Review---Included
1x architecture audit every 6 months---Included
Certification Scaleway--1x certification Scaleway included1x certification Scaleway included

*higher figure applies

Frequently asked questions

Which language does the support team speak?

Our customer excellence team can assist you in English and French

What is my current support plan?

You can check your support plan on the support plan page within the Scaleway console. The free Basic support plan is included for all Scaleway customers automatically.

How can I change my current support plan?

You can change your support plan on the support plan page via the Scaleway console.

If I change my support plan in the middle of the month, how will I be billed?

You will be billed on a pro rata basis. For example, if you switch from the Advanced plan to the Business plan on the 20th of the month, you will be billed from the first to the 19th for the Advanced plan. Starting from the 20th until the end of the month, you will be charged for the Business plan.

How does the Advanced, Business and Enterprise plans pricing work?

For the Business plan, we will charge you whichever is greater, either €250 (excluding taxes) or 10% of your net spend. For example:

If your net monthly spend is €1,000, then 10% of €1,000 = €100. In this case, €100 is less than €250, so you will pay the fixed price at €250.
If your net monthly spend is €5,000, then 10% of €5,000 = €500. In this case €500 is higher than €250, so you will pay the price of 500€ for the month.

The Business and Enterprise plans include a free exam certification as part of the Scaleway Learning offer. What steps should I follow to request it?

Business and Enterprise customers are entitled to one free exam from the Scaleway Learning catalog. The available exams include:

  • Scaleway Foundations
  • Scaleway Associate: Network
  • Scaleway Associate: Security & Identity

To request access to your free exam, follow these steps:

  1. Submit a support ticket in your Scaleway Console.
  2. Provide the following details:
  • The name and email of the employee taking the exam.
  • Your chosen exam from the three available options.

Once your request is approved, the free exam will be available for six months.