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Oct 27, 2025
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feat(account): support ticket severity #5352

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feat(account): support ticket severity
jsudraud Jul 29, 2025
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Update pages/account/how-to/open-a-support-ticket.mdx
jsudraud Jul 31, 2025
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Update pages/account/how-to/open-a-support-ticket.mdx
jsudraud Jul 31, 2025
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update-content.mdx
jcirinosclwy Oct 23, 2025
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Update pages/account/how-to/open-a-support-ticket.mdx
jcirinosclwy Oct 23, 2025
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68 changes: 38 additions & 30 deletions pages/account/how-to/open-a-support-ticket.mdx
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Original file line number Diff line number Diff line change
@@ -1,9 +1,9 @@
---
title: How to open and write a support ticket
description: Learn how to open and write an effective support ticket
tags: support help ticket support-ticket assistance
description: Learn how to open and write an effective support ticket.
tags: support help ticket assistance
dates:
validation: 2025-07-22
validation: 2025-10-23
posted: 2021-06-22
---
import Requirements from '@macros/iam/requirements.mdx'
Expand All @@ -15,59 +15,67 @@ Scaleway provides 24/7 basic technical support by ticket for free. You can conta

- A Scaleway account logged into the [console](https://console.scaleway.com)

## Opening a support ticket
## How to open a support ticket

1. Click the question mark icon, or **Help** icon on the top menu. The [Help center](https://console.scaleway.com/support/tickets) displays.
2. Click **Open a support ticket** under **Contact us**.
3. Fill in the required information:
1. Click the question mark icon on the Scaleway console header menu. The [Help Center](https://console.scaleway.com/support) displays.
2. Click **Open a support ticket**, under **Contact us**.
3. Fill out the required fields. [See what information to include to obtain faster responses](/account/how-to/open-a-support-ticket/#what-to-include-in-a-ticket-for-a-quick-resolution)
4. Attach any supporting files that may help our team identify and solve your issue.
5. Click **Submit ticket**.

- **Selected product**: choose the product related to your issue from the available options, such as Instances, GPU, or Elastic Metal.
## Required information

- **Related resource**: specify the exact resource affected by the issue, such as a specific Instance or volume.
The information below must be included in your support ticket, allowing our team to identify the issues you are facing.

- **Severity**: select the severity level based on the impact of the issue (see table below).
- **Product**: choose the product related to your issue from the available options, such as Instances and Elastic Metal. If your ticket is a general inquiry and does not concern a product, select **Other**.

- **Related resource**: choose the affected resource, such as a specific Instance or volume.

| **Severity** | **Description** | **Examples** |
|--------------|---------------------------------------------------------------------------|--------------------------------------------------------|
| **Low** | Non-urgent issues with minimal impact on your operations. | General questions about product configuration. |
| **Medium** | Issues that affect your operations but have workarounds available. | Instance is slower than expected but still accessible. |
| **High** | Critical issues that block your operations, with no available workaround. | API calls consistently fail with errors. |
- **Priority**: select the impact the issue has on your infrastructure. Refer to the table below to understand priority levels.


## Writing an effective subject and description
| **Priority** | **Description** | **Example** |
|--------------|------------------------------|-----------------------------------------------------------------------------------------|
| **P1** | Service down | Your infrastructure is not working in production, and no workaround is available. |
| **P2** | Partial service outage | Your infrastructure is partly functional but facing critical errors with no workaround. |
| **P3** | Severely degraded service | The service is slow or highly degraded, but a temporary workaround is possible. |
| **P4** | Minor incidents | The service is running with minor issues that do not impact your activity. |
| **P5** | General question or request | You have a question or need information, but there is no technical issue. |

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").
- **Subject**: write a short and clear title that summarizes the issue, e.g., _"Instance does not start after an update"_ or _"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:
- **Description**: include a detailed description to help us resolve the issue.

## What to include in a ticket for a quick resolution

Providing clear and detailed information about the problems you are facing helps us quickly identify their causes. Follow our recommendations below to avoid unnecessary exchanges and reduce your ticket resolution time.

### Clearly describe the issue
- **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.”
E.g., _“I get an error when trying 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.”
- **Expected behavior:** explain what was expected to happen.
E.g., _“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".
E.g., _“The Instance was stuck in a 'Starting' status for over 10 minutes, then switched to an 'Error' status and became unavailable"._

### Include relevant technical details

- **Environment details:** mention your operating system, tools, or SDKs (e.g., “Ubuntu 20.04, Scaleway API v2, Python SDK.”)
- **Environment information:** 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.”)
- **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 files
### Attach supporting files

You can drop or browse to attach files that might be relevant to understanding your issue. You can include screenshots, PDFs, and text files.
If possible, upload files that may help us understand your issue. You can include screenshots, PDFs, and text files.
<Message type="important">
Keep in mind that:
- You can attach up to 4 files per message and 10 files per ticket.
- The size of each file cannot exceed 10 MB
- The following file formats are supported: `jpeg`, `jpg`, `png`, `pdf`, and `txt`.
- The uploaded data is exclusively intended to provide you with support in the use of Scaleway services. Do not transmit any inappropriate, or irrelevant sensitive data.
- The uploaded data is exclusively intended to provide you with support in the use of Scaleway services. Do not transmit inappropriate or irrelevant sensitive data.
</Message>

**Examples:**
Expand All @@ -76,5 +84,5 @@ You can drop or browse to attach files that might be relevant to understanding y
- Logs

<Message type="important">
If you have lost access to the Scaleway console and want to create a ticket, you must first [follow this procedure](/account/how-to/use-2fa/#how-to-regain-access-to-your-account) to regain access to your account.
</Message>
If you have lost access to the Scaleway console and want to create a ticket, you must first [complete the account recovery procedure](/account/how-to/use-2fa/#how-to-regain-access-to-your-account).
</Message>
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