Submitting support requests
Fastly offers standard technical support for all accounts through its firstname.lastname@example.org 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 Support tab on the Fastly application interface or 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 either via email to email@example.com or directly in the Fastly application interface, via the Support tab at the right side of every page in the interface, 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.
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