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DDoS Protection and Mitigation Service and SLA

Fastly offers DDoS Protection and Mitigation Service to customers with a sustained DDoS threat risk or with short term and seasonal events to protect. While the DDoS Protection and Mitigation Service cannot prevent or eliminate attacks or guarantee the uptime of your origin servers, it offers the following resources to assist you with mitigating the service and financial impacts of DDoS and related attacks.

Fastly's DDoS Protection and Mitigation Service includes:

Using our knowledge of attacks against our network and our customers, we analyze all DDoS Attack vectors using VCL statements, network filters, bulk traffic filtering through regional sinks, or a combination of these techniques.

The following table summarizes what is provided under our DDoS Protection and Mitigation Service:

Support offering Details
Online self-service help Unlimited access.
Availability for general inquiries 24/7.
Availability for incident reports 24/7.
Initial response times Attack notification response within 15 minutes. Service onboarding beginning within 60 minutes of threat notification.
Overage Insurance Included.
Access to Fastly IP Space Included.
Web and email support Available.
Phone and chat support Toll-free telephone available 24/7/365. Dedicated chat channel available during Fastly Business Hours.
Emergency escalation Available via email and phone support.

Technical support

The following section applies to all Subscribers of the DDoS Protection and Mitigation Service.

Definitions

Subscriber responsibilities

As a Subscriber, you:

Support requests

Subscribers may make support requests by submitting a support ticket which will trigger a system-generated acknowledgement within minutes containing the ticket number and a direct link to the ticket.

DDoS Attack reports should include at least:

Communications and channels of support

Support tickets

Create support tickets by sending an email to support@fastly.com, calling our dedicated phone line, or opening a web support ticket by selecting the Control Panel "SUPPORT" tab in the Fastly application. Filed tickets trigger Fastly’s promised response time.

Tickets for communication between Fastly support engineers and a Subscriber's personnel are tracked using a ticketing application, which maintains a time-stamped transcript of communications, and sends emails to Subscriber and Fastly staff as tickets are updated.

Phone support

Subscribers to the DDoS Protection and Mitigation Service receive a dedicated phone number to contact Fastly support engineers. Fastly personnel can also establish audio and video conferencing (free app or browser plug-in required) for real-time voice and video communications.

Chat

To facilitate real-time communication, Subscribers to the DDoS Protection and Mitigation Service receive a dedicated chat channel for real-time communications during Business Hours or as needed by Fastly personnel. Though subject to change, Fastly's current chat provider is Slack (www.slack.com).

Attack traffic

Response time

Fastly commits to responding to DDoS Attack notifications from Subscribers within 15 minutes of notice and, as applicable, will begin on-boarding Subscribers to the DDoS Protection and Mitigation Service within 60 minutes of a DDoS Attack notification.

Fastly will waive all bandwidth and request charges associated with DDoS Attack traffic and will provide Invoice Credits or adjustments for the same.

Attack traffic credit terms

Subscribers must submit claims for waiver of DDoS Attack-related charges to billing@fastly.com within 30 days of the DDoS Attack.

DDoS Mitigation response SLA

If, during a DDoS Attack on a Subscriber with DDoS Protection and Mitigation Service, there is a material delay in response time and the cause of the delay is within Fastly’s control, a one-time credit of $500 per incident will be credited to that Subscriber's account.

SLA credit terms

Termination for SLA

For a Subscriber of the DDoS Protection and Mitigation Service with a Termed Contract, if in any three-month period where three (3) or more support response time objectives are not met and the failure to meet the objectives materially adversely impacted the Subscriber, the Subscriber will have 30 days to terminate the DDoS Protection and Mitigation Service subscription following the third response failure. Subscribers must notify Fastly of their intention to terminate the DDoS Protection and Mitigation Service subscription within 30 days of the triggering event.