Submitting support requests
Last updated October 20, 2016
Fastly offers standard technical support for all accounts through its email@example.com email address. However, support availability and response times vary depending on the type of account you have and the level of support you have purchased. Our support description and SLA information discusses these details further.
For all levels of technical support, Fastly's customer support ticketing system automatically generates and assigns each request a unique service ticket number, which is then sent within minutes to the customer at the email address used when submitting the ticket. This automated response also contains a direct link to the service ticket within Fastly's customer support system. Fastly then responds to these requests as appropriate for the level of support purchased by the customer.
Accounts with Gold or Platinum Support
To submit emergency support tickets, customers must pay for a Gold or Platinum Support plan that includes support for severe incidents. Customers with Gold or Platinum Support plans can submit requests for support any time:
- a service that has been working stops working.
- a production deployment experiences a drastic change in performance that either is customer- or end-user-affecting.
Customers with Gold or Platinum Support accounts submit emergency tickets to an emergency support email address (instead of via the standard Customer Support email address). Customers with Platinum Support accounts can also submit tickets via a toll-free telephone number.
Accounts without Gold or Platinum Support
Customers who do not pay for Gold or Platinum Support levels can submit support requests via email to firstname.lastname@example.org or directly in the Fastly web interface, via the Help link in the user menu, any time they require assistance with self-provisioned tasks. Fastly then responds to these requests as appropriate for the level of support purchased by the customer.
Tips on what to include in a support request
To help shorten the time it takes to resolve a submitted support request, here are some tips on key information to include in your request when you reach out to the Fastly support team:
Give us your customer ID if you have one. Your customer ID, service ID, or the email address associated with your Fastly account help us identify who you are. If those don't apply, any information that would help us verify your identity will help us get started on your issue more quickly.
Tell us what's happening. This helps us better understand your issue. For example, you expected to see something in your service and it's not there, or you're seeing an error message. Be sure to include the same information entered on the subject line within the body of the support request.
Describe your problem in detail. We need information like specific service IDs and relevant URLs that aren't behaving as expected, the exact behavior you observed (perhaps include screenshots of what you saw), and whether or not you recently made changes that might have contributed to the issues (e.g., new DNS entries or new origins). These details help us focus support where it's needed most and makes our response to you faster.
Provide the steps you took. This allows us to quickly reproduce your issue. For example, send the cURL command you ran if it created an issue or if you were trying a new configuration change, indicate whether you were using the API, the web interface, or custom VCL. Also, be sure to remove any passwords and API tokens from the content you provide in the support request.
Use Fastly Debug to identify network issues. Supplying the output of Fastly Debug provides us with key diagnostic information. For example, your requests are being routed to a POP you didn't expect, the debugging output helps us understand what's happening between the browser and Fastly POPs.
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