Understanding Support plans
Reviewed on 26 May 2025 • Published on 26 May 2025
Four levels of support plans are available at Scaleway. Find the details of each plan in the table below:
| Name | BASIC | ADVANCED | BUSINESS | ENTERPRISE |
|---|---|---|---|---|
| Value | Free access to basic ticketing | Multi-channel support that ensures smooth experimentation and timely delivery of your ideas. Ideal for research and development projects. | Build reliable infrastructures with reactive and personalized support for your production environment. A prerequisite for production workloads. | Build, maintain, and scale your infrastructure with a dedicated team of cloud experts. |
| Initial Response Time (IRT) | 8 hours | 2 hours | 30 minutes | 15 minutes |
| Ticket | 24/7 | 24/7 | 24/7 | 24/7 |
| Hotline | Not included | 7/7 9AM - 6PM (CET) | 24/7 | 24/7 |
| Dedicated Premium Team | Not included | Not included | Included | Included |
| Technical Account Manager | Not included | Not included | Not included | Included |
| Quarterly Technical Review | Not included | Not included | Not included | Included |
| 1x architecture audit every 6 month | Not included | Not included | Not included | Included |
| Certification Scaleway | Not included | Not included | 1 Scaleway certification included | 1 Scaleway certification included |
Support plans pricingLink to this anchor
When you subscribe to a support plan, besides the free, Basic plan, you either pay a set monthly fee, or a percentage of your net spend.
This means your support plan fees depend on how much you spend per month. You will pay whichever fee out of the two is the greater.
To determine your monthly payment, calculate the percentage of your monthly spend. If the result is:
- Less than the fixed monthly fee, you will pay the fixed price.
- Equal to or higher than the fixed price, you will pay a percentage of your net monthly spend.
The fixed monthly fees and the percentages vary according to your support plan:
| Plan | Fixed monthly fee | Percentage of net spend |
|---|---|---|
| Advanced | €50 | 5% |
| Business | €250 | 10% |
| Enterprise | €990 | 20% |
ExamplesLink to this anchor
To better understand the pricing system for support plans, refer to the examples below:
Advanced plan
| Net spend | Fixed monthly fee | Calculated percentage (5% of net spend) | Price you pay (highest figure applies) |
|---|---|---|---|
| €500 | €50 | €25 | €50 |
| €1000 | €50 | €50 | |
| €2000 | €100 | €100 |
Business plan
| Net spend | Fixed monthly fee | Calculated percentage (10% of net spend) | Price you pay (highest figure applies) |
|---|---|---|---|
| €1500 | €250 | €150 | €250 |
| €2000 | €200 | €250 | |
| €3000 | €300 | €300 |
Enterprise plan
| Net spend | Fixed monthly fee | Calculated percentage (20% of net spend) | Price you pay (highest figure applies) |
|---|---|---|---|
| €4000 | €990 | €800 | €990 |
| €5000 | €1000 | €1000 | |
| €10000 | €2000 | €2000 |
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