Scaleway Support plans

Enhance your cloud experience with fast response times and exclusive services from our experts.

24/7 assistance with rapid response

Enjoy peace of mind with our 24/7 support. Get assistance from the Scaleway support team however you prefer–by hotline, livechat, or online ticketing. We guarantee our premium members a response in as little as 15 minutes, and up to one hour.

360° cloud expertise available

Our team of Support Experts, Technical Account Managers, and Solutions Architects is ready to assist you with any technical issue you may have. Our goal is to ensure your infrastructure is always up and running.

Designed for flexibility and scale

No lock-in or year-long contract at Scaleway: We’re the cloud of choice. You can change your support plan whenever you want, in one click on our console. Even if it’s in the middle of your billing cycle.

Our four support levels



For developers and non-mission critical projects.

Enjoy 24/7 unlimited support via livechat or tickets.


For startups and SMEs.

Accelerate your cloud journey with guaranteed response times of less than one hour and hotline access.


For fast-growing startups, mission-critical infrastructure, and enterprise.

Ensure a best-in-class cloud experience with a guaranteed response time of less than 30 minutes and the dedicated assistance of our Technical Account Managers and Solutions Architects.


For companies running multiple mission-critical projects.

Benefit from a bespoke support plan that will empower your business to succeed.

Value-Add Services

Custom onboarding

Custom onboarding ensures our teams have a complete understanding of your business needs from the start. During the onboarding, our Technical Account Manager will present our support services and dig into the details of your business so we can anticipate the technical challenges you may encounter.

Guarantees and Prices






Guaranteed Response Time


1 hour

30 min

15 min





Customized support plan adapted to your needs







Mon-Fri 9AM - 6PM


Dedicated Premium Support Team


Technical Account Manager



Custom onboarding 



On-demand architecture review 



Quarterly Technical Review 





59€/month excl. tax

499€/month excl. tax OR 3% net spend*

*higher figure applies

Contact us

Frequently asked questions

Our customer excellence team can assist you in English and French, via a 24/7 livechat, ticket and/or phone, depending on your support plan level.

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

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

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.

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.