Support


Scaleway Support

Our proactive assessment service and support let you
keep peace of mind while we ensure your infrastructure is alway up and running.

Scaleway Support Illustration

99.9% SLA

The basic service level comes with a 99.9% network SLA. If we fail to deliver, we’ll credit you back.

24×7 Assistance

Uptime and response time guarantee for mission critical services backed by our 24x7 support team.

Resources

Explore our FAQs and documentations, engage with the community or connect with the Scaleway core team. You'll never be alone.

Find the right assistance combination to fit your needs

Backed by our amazing 24x7 customer service

Basic

Developer

Business

Enterprise

SLA99.9%99.9%99.95%99.99%
Opening hours24x7x36524x7x36524x7x36524x7x365
Tickets
Early access
ImageHub commit
Swag pack
Direct email
Phone
Dedicated account manager
Response timeNot guaranteed.≤ 12 hours≤ 2 hours≤ 30 minutes
Monthly priceFree!€2.99Starting at €49Starting at €499

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Frequently asked questions

What is my current service level?

The service level you are currently entitled to is always reminded through a top-right widget on each console page.

How can I upgrade my current plan?

Go to the service level tab from your account page and select a plan. Plan upgrades takes effect immediately, and supersede the current active level.

How can I contact your sales team?

Just create an account and open a ticket, we will handle your request. It's free and doesn't required a credit card.

What are the different service levels?

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.

What are the office hours of the support team?

Our support team is available 365 days a year, 7 days a week and 24 hours a day.

Which language does the support team speak?

Our assistance team can assist you in english, french and german.

How to raise the limits on the number of resources I can have?

We enforce some limits to prevent fraud and abuses. Depending on the support level you are entitled to different limitation. You can find more details here.

How do I report abuse or suspected abuse originating from the Scaleway network?

To report abuse or suspected abuse originating from our network, please open a new abuse here. Do not hesitate to include logs if possible.