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
Opening a support ticket
- Click the question mark icon, or Help icon on the top menu. The Help center displays.
- Click Open a support ticket under Contact us.
- Fill in the required information:
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Selected product: choose the product related to your issue from the available options, such as Instances, GPU, or Elastic Metal.
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Related resource: specify the exact resource affected by the issue, such as a specific Instance or volume.
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Severity: select the severity level based on the impact of the issue (see table below).
| Severity | Description | Examples |
|---|---|---|
| Low | Non-urgent issues with minimal impact on your operations. | General questions about product configuration. |
| Medium | Issues that affect your operations but have workarounds available. | Instance is slower than expected but still accessible. |
| High | Critical issues that block your operations, with no available workaround. | API calls consistently fail with errors. |
Writing an effective subject and description
Providing a clear subject and description will help us resolve your issue faster.
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Subject: write a short and clear title that summarizes the issue (e.g., "Instance not starting after configuration update", "API call returns 500 error for all requests").
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Description: write a detailed description to help us resolve the issue faster. Here are a few tips on how to write a ticket description:
Clearly describe the issue
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Context: explain when and where the problem occurs. Example: “The issue occurs when attempting to start an Instance after applying a configuration update in the Scaleway console.”
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Expected behavior: explain what you expected to happen. Example: “The Instance should start within 2 minutes without errors.”
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Actual behavior: describe what is happening instead. Example: “The Instance remains in "Starting" status for over 10 minutes and then switches to "Error".
Include relevant technical details
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Environment details: 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.”)
Add supporting files
You can drop or browse to attach files that might be relevant to understanding 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