The whole Scaleway platform is deployed in our own datacenters.
Scaleway currently lives in:
Our datacenters are protected by biometrical access control systems and by our own 24/7 on-site technical and security staff.
DC3 is also certified by the Uptime Institute at the Tier-III level. We are the only hosting provider in France owning and operating a tier III certified datacenter.
Yes! We have a second region in Amsterdam.
Let us know where you would like to see your instances on the community.
Our service levels are segmented into four grades:
Basic: suitable for personal use. Offered for free with all Scaleway accounts.
Developer: for individuals contributing to the Scaleway platform.
Business: for professional users.
Enterprise: for companies with mission-critical requirements.
|Dedicated account manager||✔||✔|
|Response time||Not guaranteed.||≤ 12 hours||≤ 2 hours||≤ 30 minutes|
|Monthly price||Free!||€2.99||€49, or 10% of invoice if untaxed total ≥ €490.||€499, or 15% of invoice if untaxed total ≥ €3333.|
To reach any one of the level refered above, all you need is to subscribe to the appropriate support plan.
IMPORTANT: Limits are not automatically raised or reduced on level changes. To activate them you need to contact us through the ticket system so we’ll be able to update your quotas. The system is designed this way so you can specify your own limits in case your choose the
Enterpriselevel. We also might delay changes of quotas in case of resource shortage.
Outside of this scheme some of these limits might be exceptionnaly raised depending on your particular use cases. Contact us through the usual support channels so we can discuss your situation.
All created resources account in the quota computation, even if they are off or unattached.
So for example, if you have only 1 C2S instance running and 9 C2S that are turned off, you still have a total number of 10 C2S instances, effectively reaching the limit of C2S quota at the
Developer level should be seen as a program allowing any competent individual developer to actively participate in the building of our platform.
It offers more than the
All that while staying at an affordable and predictable price point compared to the higher plans targeting professionals.
This perk, available in all plans above the
Basic level gets you an early access to our new hardware and features in prime time.
The developer program cost only €2.99 per month.
|Support channels:||Tickets||Direct email||Phone|
We have a lot of projects released on GitHub under an open source license.
Your account might be locked for several reasons, including:
Whatever the reason we’ll send you a mail notification inviting you to resolve the issue through support channels.
Note that unpaid invoices can be directly cleared via the web interface.
As the account holder you are responsible for all the traffic going through your instance. This case is covered in section 4.1 of our Terms of Service.
DMCA takedown notice (or any European equivalent) are handled like any other abuse complaint.
Once an account gets locked, all its resources are frozen: they’re still up and running but can’t be administered.
You are allowed to take them back under your control once you resolve the underlying issue.
IMPORTANT: You have 7 days to resolve the issue that triggered the account locking. After this delay, your account is automatically closed and its associated resources are garbage-collected after a few days.
You can hold your account open without consuming any resource, in which case no invoice will be issued , and no charge will be triggered.
Resource ownership is not transferable.
An instance, like any other resource, is owned by the organization which created it.
There is a button on your account page to deactivate your account:
IMPORTANT: This action will not destroy the associated resources immediately.
Resources running at the time an account is closed are not destroyed right away.
There is a delay of up to 10 days between the time an account is closed and the time the resources are effectively destroyed by an asynchronous garbage-collection process.
Un-stopped resource of a closed account are garbage-collected only after a few days.
Until the garbage-collection happens and destroy all leftovers, running resources are still billed.
This delay might even cover two billing periods, leading to the production of a due invoice up to a 40 days after the closing event.
Before closing an account make sure you absolutely have no resource running (be it instances, IPs, volumes, snapshots, buckets, …).
Easiest way to check that is to keep an eye on your account dashboard:
If all you see there are zeros then no billable resources are still running.
If you have lost both your 2FA App and backup codes, regaining access to your account will be hard. You will need to go through a manual identity verification process.
The only way to regain access to your account is to contact our support team with the following information:
Once you’ve collected all these , send them to email@example.com.
IMPORTANT: Our support team will never call you to ask these information if you’re not trying to regain access to your account. Be extra-careful if someone asks for these information, this might be a social engineering attempt.
A closed or locked account can be reopened upon request by the user within the 10 days after its closure and if all outstanding invoices are cleared.
As mentioned above, all resources are garbaged-collected after a few days .
Metadata tied to resource’s life-cycles are archived to provide an audit trail for invoices.
Transactions metadata are kept for 5 years by our payment operator according local regulations.
There is no limit and API calls are free of charge.
Still, we have rate limiting in place to protect our infrastructure of abuses and ensure quality of service. But if you have a legitimate use-case hitting these limits, please open a ticket with the support team so we can sort things out.
This FAQ is probably the best place to find quickly an answer to your question. We encourage you to dig deeper in its sub-sections: a detailed explanation is waiting for you there!
The next best place to get information is to tap into the knowledge of our community. Can’t find an answer? Just place a question there under appropriate and descriptive tags. Or use the generic
question tag if the subject is too broad.
Some of our users and engineers also hang around
#community-fr Slack channels. But presence is sparse at best.