What is my current support plan?Link to this anchor

You can find your support plan on the support plan page within the Scaleway console. The free Basic support plan is included for all Scaleway customers automatically.

How can I change my current support plan?Link to this anchor

You can change your support plan on the support plan page via the Scaleway console.

How frequently can I change my plan?Link to this anchor

You can switch plans once a month.

I would like to upgrade my plan to get faster responses. Once I upgrade, how soon will I receive the benefits of my new plan?Link to this anchor

When you change your plan, the upgrade is applied immediately.

If I upgrade my support plan in the middle of the month, how will I be billed?Link to this anchor

You will be billed on a pro rata basis. For example, if you switch from the Silver plan to the Gold plan on the 20th of the month, you will be billed from the first to the 19th for the Silver plan. Starting from the 20th until the end of the month, you will be charged for the Gold plan.

How does the Gold plan pricing work?Link to this anchor

For the Gold plan, we will charge you whichever is greater, either €499 (excluding taxes) or 3% of your net spend. For example:

• If your net monthly spend is €15,000, then 3% of €15,000 = €450. In this case, €450 is less than €499, so you will pay the fixed price at €499.
• If your net monthly spend is €17.000, then 3% of €17.000 = €510. In this case €510 is higher than €499, so you will pay the price of €510 for the month.

Which language does the support team speak?Link to this anchor

Our support team can assist you in English and French, via ticket and/or phone, depending on your support plan level.

How do I create a support ticket?Link to this anchor

You can create and track your support tickets from the Scaleway console. Follow this how to for more details.

How do I report abuse or suspected abuse coming from the Scaleway network?Link to this anchor

To report abuse or suspicion of abuse from our network, open a new abuse report via abuse.scaleway.com. Include as many details as possible in your report such as logs, header, URL and any information you might find relevant in your report.

Tip

More information on how to report abuse can be found in Scaleway’s Abuse notice.

I am a Bronze plan subscriber. Can I keep my old plan?Link to this anchor

Your plan remains unchanged until January 1, 2023. Past this date, the Bronze plan will be removed from our pages, and you will automatically be moved to the Silver plan. If you do not wish to be subscribed to the Silver plan, you can downgrade your support plan to Basic.

What will be included in my future Silver plan?Link to this anchor

I subscribed to the Silver Plan before October 1. Can I keep it unchanged?Link to this anchor

Your plan remains unchanged until January 1st, 2023. Past this date, the new modalities of the Silver plan will apply.

What changes with the new Silver plan?Link to this anchor

How frequently can I benefit from an architecture review?Link to this anchor

You can benefit from an architecture review every 6 months (maximum). Architecture reviews are available only after the third month of subscription to the Gold Plan. If you would like to benefit from an architecture review right away after subscribing, you can reach out to your Customer Success Manager or contact the support team.