You can find your support plan on the support plan page within the Scaleway console. The free Basic support plan is included for all Scaleway customers automatically.
You can change your support plan on the support plan page via the Scaleway console.
You can switch plans once a month.
I would like to upgrade my plan to get faster responses. Once I upgrade, how soon will I receive the benefits of my new plan?
When you change your plan, the upgrade is applied immediately.
You will be billed on a pro rata basis. For example, if you switch from the Silver plan to the Gold plan on the 20th of the month, you will be billed from the first to the 19th for the Silver plan. Starting from the 20th until the end of the month, you will be charged for the Gold plan.
For the Gold plan, we will charge you whichever is greater, either €499 (excluding taxes) or 3% of your net spend. For example:
- If your net monthly spend is €15,000, then 3% of €15,000 = €450. In this case, €450 is less than €499, so you will pay the fixed price at €499.
- If your net monthly spend is €17.000, then 3% of €17.000 = €510. In this case €510 is higher than €499, so you will pay the price of €510 for the month.
Our support team can assist you in English and French, via a 24/7 live chat, ticket and/or phone, depending on your support plan level.
You can create and track your support tickets from the Scaleway console. Follow this how to for more details.
To report abuse or suspicion of abuse from our network, open a new abuse report via abuse.scaleway.com. If relevant, feel free to include your logs.
Your plan remains unchanged until January 1, 2023. Past this date, the Bronze plan will be removed from our pages, and you will automatically be moved to the Silver plan. If you do not wish to be subscribed to the Silver plan, you can downgrade your support plan to Basic.
|New Silver Plan|
|Pricing||€59/month excluding taxes|
|Dedicated assistance||Mon-Fri from 9 AM to 6 PM|
|Guaranteed response time||< 1 hour|
|Team support||Dedicated Premium Team|
|Quarterly technical review||-|
|On demand architecture review||-|
Your plan remains unchanged until January 1st, 2023. Past this date, the new modalities of the Silver plan will apply.
|Old Silver Plan||New Silver Plan|
|Pricing||€59/month excluding taxes||€59/month excluding taxes|
|Dedicated assistance||Hotline 24/7||Mon-Fri from 9 AM to 6 PM|
|Guaranteed response time||< 20 minutes||< 1 hour|
|Team support||Technical Account Manager||Dedicated Premium Team|
|Quarterly technical review||-||-|
|On demand architecture review||-||-|
You can benefit from an architecture review every 6 months (maximum). Architecture reviews are available only after the third month of subscription to the Gold Plan. If you would like to benefit from an architecture review right away after subscribing, you can reach out to your Customer Success Manager or contact the support team.