Fastly Support
Our edge cloud platform was built by developers for developers, so we have a unique understanding of customers’ support needs with a proactive and transparent philosophy.
When you begin and iterate your Fastly delivery and security services, our support personnel are available every step of the way from implementation to fine-tuning.
You’re automatically covered by our Standard Support Plan, free of charge, as soon as you sign up with Fastly.
Small organizations or DIY developers just starting out with Fastly.
Enhanced support with faster, SLA-guaranteed response times and priority routing.
Organizations running multiple Fastly services with consistent traffic.
All the benefits of Standard Support plus:
Around-the-clock and emergency Fastly support integrated directly into your development teams.
Organizations with time-sensitive or mission-critical global traffic.
All the benefits of Gold Support plus:
Gain a dedicated, full-service technical contact with proactive health monitoring and regular service reviews.
Our technical specialists:
Integrate and act as an extension of your developer team
Provide invaluable infrastructure, delivery, and security expertise quickly via Slack
Collaborate to build custom solutions
Enhance your web defense strategy with extensive security and product knowledge.
Our Security Technical Account Managers:
Integrate with your security team
Regularly provide expertise quickly via email or regular check-in meetings
Facilitate quarterly business reviews, and early access to beta programs
Standard | Gold | Enterprise | |
|---|---|---|---|
Support Plan Benefits | |||
Online Self Service* | |||
Web & Email Support | |||
Alerting for High-Impact Events | |||
Phone Support & Slack Channel** | |||
Emergency Escalation | |||
30% Discount on Fastly Professional Service Engagements | |||
PCI/HIPAA Configuration Services | |||
Enhanced Compliance Support (including GDPR) | |||
Availability for General Inquiries | |||
Business Hours | |||
24/7/365 | |||
Incident Availability | |||
Business Hours | |||
Weekends and Holidays | |||
24/7/365 | |||
Initial Response Time | |||
Severity 1 | Next business day | 2 hours | 15 minutes |
Severity 2 | Next business day | Same day | 2 hours |
All Other Incidents | Next business day | Next business day | Next business day |
For more details on these plans, visit our documentation pages.
* Online self-service includes unlimited access to Community Forum, documentation & blogs
** Slack channels operate only during Fastly business hours / days
To submit support cases, simply contact us at Fastly Support. You can also join our Community Forum to post questions and discuss Fastly, web performance, and Varnish.
Reliability and "amazing support" from Fastly help Filestack expand features and grow business
SaaS/PaaS
"Filestack has grown a relationship with Fastly that is really based on trust. Everyone has been very helpful, customer service is great, and Fastly support is like having an additional member of the team. Knowing Fastly is right there has been very important for me and my team."
Stawomir Zabiewicz
VP of Engineering
