FAQ


Knowledge Center

General Help

Where is my data hosted?

The whole Scaleway platform is deployed in our own datacenters, operated by our parent company Online.net, under the Iliad datacenters brand.


Where are your datacenters located?

Scaleway currently lives in:


How secure are your datacenters?

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.


Do you have a presence outside France?

Yes! We have a second region in Amsterdam.

Let us know where you would like to see your servers on the community.


What are the different service levels?

Our service levels are segmented into four grades:

  1. Basic: suitable for personal use. Offered for free with all Scaleway accounts.
  2. Developer: for individuals contributing to the Scaleway platform.
  3. Business: for professional users.
  4. Enterprise: for companies with mission-critical requirements.
 BasicDeveloperBusinessEnterprise
SLA99.9%99.9%99.95%99.99%
Opening hours24×7×36524×7×36524×7×36524×7×365
Tickets
Early access 
ImageHub commit 
Swag pack 
Direct email  
Phone  
Dedicated account manager  
Response timeNot guaranteed.≤ 12 hours≤ 2 hours≤ 30 minutes
Monthly priceFree!€2.99€49, or 10% of invoice if untaxed total ≥ €490.€499, or 15% of invoice if untaxed total ≥ €3333.

Is there limits on the number of resources I can have?

We enforce some limits to prevent fraud and abuses.

Here are the quota for each resource class depending on the support level you are entitled to:

 BasicDeveloperBusiness and Enterprise
Total Servers50100On-demand
VC1S50100On-demand
VC1M2550On-demand
VC1L1025On-demand
ARM64-2GB50100On-demand
ARM64-4GB2550On-demand
ARM64-8GB1025On-demand
C1225On-demand
C2S1025On-demand
C2M520On-demand
C2L415On-demand
X64-15GB415On-demand
X64-30GB310On-demand
X64-60GB210On-demand
X64-120GB15On-demand
Volumes50100On-demand
Reserved IPs50100On-demand
Snapshots50150On-demand
Images25150On-demand
SIS Storage100GB500TBOn-demand

How can I reach a higher quota level?

To reach any one of the level refered above, all you need is to subscribe to the appropriate support plan.

IMPORTANT: Limits are not automaticcaly 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 Business or Enterprise level. 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.


Why did I reached the maximum quota while I just have one server running?

All created resources account in the quota computation, even if they are off or unattached.

So for example, if you have only 1 C2S server running and 9 C2S that are turned off, you still have a total number of 10 C2S servers, effectively reaching the limit of C2S quota at the Basic level.


What is the Scaleway `Developer` program?

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 Basic level:

All that while staying at an affordable and predictible price point compared to the higher plans targetting professionals.


What is the *early access* perk?

This perk, available in all plans above the Basic level gets you an early access to our new hardware and features in prime time.


What is the *ImageHub commit* perk?

This perk, available in all plans above the Basic level, takes the form of a commit access on our ImageHub.

This allows you to distribute your images on our catalog and reach Scaleway’s audience composed of our platform users and community, including your customers.

IMPORTANT: This perk is not automated yet. If you’d like to contribute a public image in our catalog, we advise you to contact our support team first. They’ll guide and advise you through the manual publishing process.


What is the *Swag pack* perk?

This perk, available in all plans above the Basic level, is a bundle of Scaleway-branded goodies we will send you by postal mail, as a token of appreciation for using our services:

Swag pack

We’ll just ask you to set your proper billing address on your account page, then write us a ticket to tell us about your t-shirt size, so we can ship a package right away.

IMPORTANT: Only european citizens are eligible to the Swag pack perk.


How am I billed for the Scaleway developer program?

The developer program cost only €2.99 per month.


Which language does the support team speak?

Support channels:TicketsDirect emailPhone
English
French
German

What is your policy about Open Source?

We have a lot of projects released on GitHub under an open source license.


Why is my account just been locked?

Your account might be locked for several reasons, including:

  • abuse complaint,
  • abnormal network traffic (torrents, spam, SSH probes, hacking attempts, botnets, DDoS, …),
  • unpaid invoices.

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.


Why did I get an abuse notification?

As the account holder you are responsible for all the traffic going through your server. This case is covered in section 4.1 of our Terms of Service.


How DMCA takedown notices are handled?

DMCA takedown notice (or any European equivalent) are handled like any other abuse complaint.


What happens to resources tied to a locked account?

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.


Can I keep my account open with no resource running?

You can hold your account open without consuming any resource, in which case no invoice will be issued , and no charge will be triggered.


Can I transfer a server to another organization or user?

Resource ownership is not transferable.

A server, like any other resource, is owned by the organization which created it.


How can I close my account?

There is a button on your account page to ask for your account to be closed:

Account closing

IMPORTANT: This action will not destroy the associated resources immediately.


What happens to resources tied to a closed account?

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.


Why did I received an invoice for a closed account?

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.


How can I avoid being charged extra invoices after account closing?

Before closing an account make sure you absolutely have no resource running (be it servers, IPs, volumes, snapshots, buckets, …).

Easiest way to check that is to keep an eye on your account dashboard:

Running server statistics in
dashboard

If all you see there are zeros then no billable resources are still running.


I have lost my two-factor application and backup codes, how can I regain access to my account?

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 informations:

  • email address
  • postal address
  • 2 different documents prooving your identity (passport or local ID card for individual accounts + certificate of incorcorporation for companies)
  • phone number to contact you
  • copy of your last Scaleway bill or amount charged if you don’t have a copy
  • card statement showing the Scaleway bill debit

Once you’ve collected all these informations, send them to lockout@scaleway.com.

IMPORTANT: Our support team will never call you to ask these informations if you’re not trying to regain access to your account. Be extra-carreful if someone asks for these informations, this might be a social engineering attempt.


Can I reopen a closed account?

A closed or locked account is allowed to be reopen, as long as you clear all your outstanding invoices.


What happens to data associated to a closed account?

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.


How many API calls can I perform per day?

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.


Can I try Scaleway for free?

If you’re looking for a taste of Scaleway power, go to InstantCloud , where we give you access to a C2M instance for free for 15 minutes.


I have a question. Where can I ask it?

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 #scaleway and #scaleway-fr IRC channels from the irc.dedibox.fr:6667 server. But presence is sparse at best.