All our users can reach out to our support team via email or live chat with our experts during business hours. Subscribers to the Starter, Business, and MCO plans also get access to a priority support line (email or phone), which will be provided upon registration.
In the event of a major incident affecting your application's availability, support will be provided outside standard business hours. Non-urgent requests will be handled with care once business hours resume.
The MCO Offer (Maintenance in Operational Conditions) is designed for companies with critical applications that require advanced monitoring, rapid intervention, and high availability. It provides proactive and tailored support to ensure the resilience and stability of your applications:
- 24/7 advanced monitoring, with continuous surveillance of your applications.
- Guaranteed intervention time after incident detection.
- Custom incident communication, tailored to your needs, with alerts via phone, SMS, and email.
- Implementation of technical solutions to enhance application resilience, such as CDN, anti-DDoS, and external probes.
- Setup and monitoring of external services your applications rely on (SMTP, external APIs, etc.).
- Architecture consulting, including database indexing, code adaptations, and IT security improvements.
- Proactive and priority support to ensure seamless operations.
The MCO Offer is fully adaptable: we work with you to define the necessary services and commitments tailored to your business needs.
The Guaranteed Response Time (GTI – Guaranteed Time to Intervention) is a commitment to the maximum time before our support team begins handling your request, based on your service plan. It ensures that we will start addressing your issue within a predefined timeframe.
You can switch to a different plan at the end of each month, provided you have fulfilled the commitment period specified in your support agreement. You also have the option to cancel your subscription and revert to the Basic support plan if desired.
Scalingo support is available on business days, Monday to Friday, from 9 AM to 6 PM (local time).
Priority support ensures that your requests are handled first by our support team, ahead of users on the Basic support plan. In practical terms, this means:
- Faster response times for your support requests
- Priority handling of incidents affecting your operations
This level of support provides quicker intervention and better service continuity compared to standard support.
The pricing for the Starter and Business plans is based on your monthly usage.
- For the Starter plan, the cost is the higher of €100 per month or 5% of your monthly usage.
- For the Business plan, the cost is the higher of €500 per month or 10% of your monthly usage.
The best support plan for you depends on how critical your application is and the level of assistance you require. Here’s a guide to help you select the most suitable option:
- Basic plan: For development or low-impact applications
Ideal for applications in development, testing, or internal use that do not require priority support.
This plan includes standard support during business hours, sufficient for general inquiries or occasional assistance. (Included with your subscription)
- Starter plan: For non-critical production applications
Recommended for production applications that directly impact your business. This plan offers priority support during business hours with faster response times, helping to prevent potential incidents from affecting your users or revenue. (Starting at €100/month)
- Business plan: For applications requiring high availability
Designed for mission-critical applications with a large user base, where downtime can have significant consequences. This plan provides optimized response times and access to enhanced support, including assistance outside business hours, ensuring service continuity. (Starting at €500/month)
- MCO (Maintenance in Oprational Conditions) plans: For critical applications with custom monitoring
The MCO plan ensures the stability and performance of your most critical and sensitive applications through custom monitoring and dedicated support tailored to your needs. It includes:
--> Proactive monitoring to prevent incidents using our probe systems
--> Monitoring of APIs, SMTP, and other critical external services
--> Commitment to a guaranteed intervention time after incident detection
--> Alerts and communication via SMS, phone, or email based on your preferences
--> 24/7/365 proactive and priority support
If you have a specific need that exceeds your current subscription, we can provide one-time assistance on a quote basis. Feel free to contact us to discuss your requirements and receive a personalized estimate.
Yes, our support is available in both English and French for more efficient assistance.
A review committee is a regular meeting organized by your Technical Account Manager (TAM) to analyze the performance and evolution of your infrastructure. It is available with the Business and MCO plans.
A comprehensive online documentation is freely available for consultation. It includes detailed information on platform functionality, user guides, and tutorials tailored for platform users.
Additional documents are available upon request:
-Standard documents (available upon request from support, for Business Support subscribers): Hosting certificate, generic Security Assurance Plan (PAS), and architecture diagrams.
- Dedicated documents (exclusive to MCO plan subscribers): Custom documents based on specific needs, including dedicated PAS, responses to security questionnaires, and assistance in drafting technical documents related to our platform.
We offer several additional services to support you:
- Personalized onboarding
- Technical Account Manager (TAM): Dedicated expert providing personalized guidance.
- Solution Engineer: Design and implementation of solutions tailored to your needs.
- Cloud Architect: Consulting and architecture for optimized cloud solutions.
- Included hours for security audit assistance
These services are included in all MCO plans and available on a quote basis for Starter and Business plan subscribers.
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