How to open and write a support ticket

Scaleway provides 24/7 basic technical support by ticket for free. You can contact our support team directly from the console. You can also upgrade your support level to benefit from phone support and a dedicated account manager.

Before you startLink to this anchor

To complete the actions presented below, you must have:

• A Scaleway account logged into the console

Opening a support ticketLink to this anchor

1. Click Help at the right of the top menu. The Help center displays.
2. Click Open a support ticket under Contact us.
3. Fill in the required information:

• Selected product: choose the product related to your issue from the available options, such as Instances, GPU, or Elastic Metal.

• Related resource: specify the exact resource affected by the issue, such as a specific Instance or volume.

• Severity: select the severity level based on the impact of the issue (see table below).

Writing an effective subject and descriptionLink to this anchor

Providing a clear subject and description will help us resolve your issue faster.

• Subject: write a short and clear title that summarizes the issue (e.g., “Instance not starting after configuration update”, “API call returns 500 error for all requests”).

• Description: write a detailed description to help us resolve the issue faster. Here are a few tips on how to write a ticket description:

Clearly describe the issueLink to this anchor

• Context: explain when and where the problem occurs. Example: “The issue occurs when attempting to start an Instance after applying a configuration update in the Scaleway console.”

• Expected behavior: explain what you expected to happen. Example: “The instance should start within 2 minutes without errors.”

• Actual behavior: describe what is happening instead. Example: “The Instance remains in “Starting” status for over 10 minutes and then switches to “Error”.

Include relevant technical detailsLink to this anchor

• Environment details: mention your operating system, tools, or SDKs (e.g., “Ubuntu 20.04, Scaleway API v2, Python SDK.”)

• Logs or error messages: include any logs, request/response payloads, or error codes (e.g., “API call GET /instances returns 500 Internal Server Error.”)

Add supporting filesLink to this anchor

Attach screenshots (png, jpg), or files (pdf). Examples:

• Screenshot of the Scaleway console
• Screenshot of the network tab of your browser’s Developer Tools (right-click anywhere on the page and select Inspect. Go to the Network tab in the Developer Tools panel.)
• Logs