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Scaleway’s public cloud ecosystem technical assistance service levels evolve to better meet the needs of growing numbers of business clients

December 01, 2020

Paris, December 1, 2020 – Scaleway, the fast-growing European public cloud services provider, rolls out new support plans on December 1, 2020, to equip its cloud clients with guaranteed reliability and an optimal user experience. By rethinking its support levels, Scaleway has reorganised its Customer Excellence team and created new tools centered around clients to better help them develop their projects and achieve their cloud goals.

Businesses are pressing ahead with their digital transformation, and according to Forrester Research, the global public cloud infrastructure market will grow 35% to $120 billion in 2021. With this in mind, Scaleway which already has over 300,000 clients across 160 countries, has included offering more flexibility and streamlining processes in their objectives. Its aim is to offer all types of clients the best support and guidance possible.

Four new support levels according to business needs

The new support levels Basic, Bronze, Silver and Gold have been designed to better fit with the different needs of cloud clients and users. Those who are looking for a basic or reduced service, recommended for testing, can opt for the Basic (included with products) or the Bronze (from €9.99 with a guaranteed response time of under 12 hours) plans. Companies with high availability infrastructures requiring swifter response times can turn to the Silver and Gold options. These two plan types include 24/7 assistance and a dedicated TAM (Technical Account Manager) to meet needs for agility and support.

Compared to the previous support plans, the new levels are characterized by:
· the implementation of a hotline for the Bronze plan.
· improved guaranteed response times, now under 20 minutes, for the Silver and Gold plans.
· the option to tailor the guaranteed response times for the Gold plan.

A well-structured team of experts

The evolution of Scaleway’s support levels is also accompanied by a reorganization of the support team. A team of bilingual French/English specialists in Scaleway’s Paris offices help clients and answer their questions. The Customer Excellence team now includes support by level (1 and 2), the “Trust and Safety” team, and the TAMs (Technical Account Manager). In addition, the new “experience” team also recently joined this department in order to bring their product, hiring, training and internal project management expertise to the team. The Customer Excellence team is continuing to grow, Scaleway is currently hiring specialists and TAMs.

“We take 2,200 calls and handle over 12,500 support tickets each month,” said Nicolas Bonheur, Chief Customer Officer. “Customer support is crucial, and we are putting everything in place to improve the customer and user experience. As well as the reorganization of the department, we are implementing a new hotline system to automatically connect clients with the right representatives. Thanks to these improvements, we have been able to boost customer satisfaction, and we do not intend to stop there. We are currently working on an instant messaging and video calling system for 2021, as well as a ‘follow the sun’ micro-team.”

Discover the support levels in more detail:

About Scaleway
Scaleway is the second-largest European cloud services provider supplying a range of pioneering cloud infrastructure services for professionals. It offers the right combination of compute power and storage that is flexible, cost effective, reliable, secure and sustainably powered. Scaleway is the only cloud provider to offer private data center colocation and infrastructure with Scaleway Datacenter, dedicated servers with Scaleway Dedibox for maximum control and punch, and elastic public cloud services with its modern, S3-compatible Scaleway Elements ecosystem, including a rolling up-to-date Kubernetes and Terraform support. Scaleway’s offerings are based on some 20 years of expertise in developing and deploying dedicated servers and managing high-end innovative data centers. Scaleway is growing its reputation around the world and currently serves clients in over 160 countries. Scaleway has six data centers located in three regions: Paris (France), Amsterdam (Netherlands) and Warsaw (Poland). Its clients include Aternos, Vente-Privée (Veepee), and Le Monde.

Predictions 2021

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