Introducing New Support Plans at Scalingo

At Scalingo, we’ve always made it a priority to offer high-quality support to our users. Our team is dedicated to helping developers and businesses keep their projects running smoothly, with expert assistance available whenever it's needed. This commitment is one of the key reasons our customers choose Scalingo - and continue to trust us over time.

Today, we're evolving our support by introducing new, optional paid support plans. These new plans are designed to meet the needs of users who require faster response times and greater availability. Importantly, our existing support remains free and available to all users - this isn’t changing. Instead, these new offers are here to provide enhanced options for those with more demanding needs.

Why are we launching new support plans?

Until now, Scalingo has offered the same level of support to all users, regardless of size - whether you're an independent developer, a startup, or a large company. This approach ensured total transparency and equal access for everyone.

However, as our platform and user base have grown, so have the expectations and needs of our customers. Some projects now require faster response times - especially when hosting applications that are critical to business operations. Our standard support, while effective, is only available during business hours (9 AM to 6 PM, Monday to Friday).

To better address a variety of needs, we’re launching two new paid support plans, in addition to our existing free offering. These plans provide more flexibility and responsiveness, depending on the criticality of your applications.

And of course, our "Maintenance in Operational Conditions" (MCO) offer - designed for the most critical applications that require advanced supervision - remains available too.

✅ No worries if you’re happy with what you have—our Basic support stays free and unchanged for all existing users.

A closer look at our new support plans

Our support is now available in four different plans:

• The Basic plan

The basic plan is the one you already know: support is available for free, directly from your dashboard, via chat and email. It is open to all our users from 9am to 6pm, Monday to Friday. We aim to respond to your requests within 24 hours, whenever possible. These are our current commitments, and they remain unchanged with these new options.

• The Starter plan

The Starter plan is designed for non-critical production applications. It includes all the benefits of the Basic plan, with the addition of a priority line during incidents, available during business days, as well as a guaranteed 1-hour response time during working hours.

ℹ️ Who is it for? This plan was created for companies that run production applications which are not critical, but where downtime could still have a direct impact on their activity. With this level of support, you ensure faster intervention in case of issues with the platform. We recommend this plan for startups or for companies developing internal applications that are important for day-to-day operations but not vital to business continuity.

• The Business plan

The Business plan goes further, to meet the needs of clients hosting applications that require high availability. It offers a guaranteed response time of 30 minutes during business hours and 1 hour outside business hours. The priority line is available 24/7 for incident resolution. This plan also includes access to important documents such as hosting certificates, generic PAS (Platform Architecture Summary), and detailed architecture diagrams to give better insight into the technical setup. An annual review meeting is also included, offering clients strategic follow-up and privileged access to our technical experts.

ℹ️ Who is it for? This plan is intended for companies that require a very high level of support, where interruption to their applications could have serious business or reputational consequences. It is especially suited for applications that must remain accessible at all times, including evenings, weekends, and public holidays.

• MCO

Finally, we continue to offer MCO (Maintenance in Operational Conditions) Supervision and Support. This is reserved for the most critical applications, where maximum reliability and constant monitoring are essential. It goes beyond regular support: it includes active supervision of production applications, network, and third-party services, with a dedicated team and setup ensuring optimal operation of your applications on our platform. This offer is available upon request, by contacting our sales team.

👉 To see whether one of these advanced support plans could be a good fit for you and to compare pricing, we invite you to visit our dedicated page.

Our Commitment to All Users

Delivering excellent service has always been one of our core values, and these new support plans have been designed to enhance our customer support without compromising what already exists.

No matter which plan you choose, support will continue to be provided by experts who know our platform inside and out, and who are ready to help you succeed with your projects.

All users also continue to enjoy unlimited access to our full documentation, along with tutorials and guides to help you make the most of our platform.

Find the Support Plan That Fits Your Needs

You can subscribe to any of our new support plans today by following the instructions on our dedicated page or by filling out the form available in your dashboard.

We also understand that any change may bring up questions. If you haven’t found all the answers you’re looking for in this article, feel free to reach out to our sales team or support via the chat available in your dashboard — they’ll be happy to help with any questions you may have.