How to open and write a support ticket
Scaleway provides 24/7 basic technical support by ticket for free. You can contact our Support team directly from the console. You can also upgrade your support level to benefit from phone support and a dedicated account manager.
Before you start
To complete the actions presented below, you must have:
- A Scaleway account logged into the console
How to open a support ticket
- Click the question mark icon on the Scaleway console header menu. The Help Center displays.
- Click Open a support ticket, under Contact us.
- Fill out the required fields. See what information to include to obtain faster responses
- Attach any supporting files that may help our team identify and solve your issue.
- Click Submit ticket.
Required information
The information below must be included in your support ticket, allowing our team to identify the issues you are facing.
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Product: choose the product related to your issue from the available options, such as Instances and Elastic Metal. If your ticket is a general inquiry and does not concern a product, select Other.
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Related resource: choose the affected resource, such as a specific Instance or volume.
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Priority: select the impact the issue has on your infrastructure. Refer to the table below to understand priority levels.
| Priority | Description | Example |
|---|---|---|
| P1 | Service down | Your infrastructure is not working in production, and no workaround is available. |
| P2 | Partial service outage | Your infrastructure is partly functional but facing critical errors with no workaround. |
| P3 | Severely degraded service | The service is slow or highly degraded, but a temporary workaround is possible. |
| P4 | Minor incidents | The service is running with minor issues that do not impact your activity. |
| P5 | General question or request | You have a question or need information, but there is no technical issue. |
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Subject: write a short and clear title that summarizes the issue, e.g., "Instance does not start after an update" or "API call returns 500 error for all requests".
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Description: include a detailed description to help us resolve the issue.
What to include in a ticket for a quick resolution
Providing clear and detailed information about the problems you are facing helps us quickly identify their causes. Follow our recommendations below to avoid unnecessary exchanges and reduce your ticket resolution time.
Clearly describe the issue
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Context: explain when and where the problem occurs. E.g., “I get an error when trying to start an Instance after applying a configuration update in the Scaleway console”.
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Expected behavior: explain what was expected to happen. E.g., “The Instance should start within 2 minutes without errors”.
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Actual behavior: describe what is happening instead. E.g., “The Instance was stuck in a 'Starting' status for over 10 minutes, then switched to an 'Error' status and became unavailable".
Include relevant technical details
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Environment information: mention your operating system, tools, or SDKs, e.g., “Ubuntu 20.04, Scaleway API v2, Python SDK".
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Logs or error messages: include any logs, request/response payloads, or error codes, e.g., “API call GET /instances returns 500 Internal Server Error”.
Attach supporting files
If possible, upload files that may help us understand your issue. You can include screenshots, PDFs, and text files.
Examples:
- Screenshot of the Scaleway console
- Screenshot of the network tab of your browser’s Developer Tools (right-click anywhere on the page and select Inspect. Go to the Network tab in the Developer Tools panel.)
- Logs