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Support description and SLA

Support availability and response times vary depending on the type of account you have and the level of support you have purchased. The following table summarizes those offerings:

Support Offering Standard Support Gold Support Platinum Support
Online Self-Service Help Unlimited access. Unlimited access. Unlimited access.
Availability for General Inquiries Business hours. Business hours. 24/7/365.
Availability for Incident Reports Business hours, including weekends & holidays. 24/7/365. 24/7/365.
Initial Response Times By the next business day. Severity 1 Incidents within 2 hours. Severity 2 Incidents within same day. All other Incidents by the next business day. Severity 1 Incidents within 15 minutes. Severity 2 Incidents within 2 hours. All other Incidents by the next business day.
Email support Available. Available, with priority over Standard Support. Available, with priority over Standard and Gold Support.
Phone and chat support Not available. Not available. Toll-free telephone available 24/7/365. Dedicated chat channel available during Fastly business hours.
Emergency Escalation Not available. Not available. Available via email and phone.
Designated Customer Support Engineer Not available. Not available. Available for large accounts on case-by-case basis.
Termination Option Not available for unpaid and month-to-month customers. Only included for termed contracts. Available with invoice credits. Available with invoice credits.

Technical support

The following section applies to all subscribers.

Definitions

Subscriber responsibilities

Subscriber is responsible using and configuring services according to the Documentation available at https://docs.fastly.com.

Support requests

Subscribers submit support requests by sending email to support@fastly.com. Subscribers receive a system-generated response within minutes containing the ticket number and a direct link to the ticket.

Incident reports should include at the least the following:

Incident reports should include all relevant information such as:

Communications

Tickets

Communications between Fastly support engineers and Subscriber personnel are conducted using the ticketing application, which maintains a time-stamped transcript of communications, and sends emails to Subscriber and Fastly staff as tickets are updated.

Chat

Subscribers to Platinum Support receive a dedicated chat channel for real-time communications during Business Hours. Though subject to change, Fastly's current chat provider is Slack (www.slack.com).

Phone support

Subscribers to Platinum Support 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.

Response time

Fastly shall use best efforts to respond in a timely fashion.

Termed contracts

The following applies to any subscriber that has a contract with a term and a minimum commitment.

Response times

Fastly commits to acknowledging receipt of a support ticket within the next Business Day following submission of a support request by a Subscriber with a Termed Contract.

Termination

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 Subscriber, Subscribers with a Termed Contract, Gold Support or Platinum Support shall have thirty (30) days to terminate their subscription agreement following the third failure.

Incident response times

Incident reporting

Severity 1 Incidents: Fastly will provide Subscriber an Incident Support Email address for Subscriber to report Incidents. Subscriber should report Incidents promptly using the Incident Support email.

Severity 2 Incidents: Subscriber should report Severity 2 Incidents by submitting a Support Request.

Platinum Support

Fastly will respond to the report of an Incident by troubleshooting the cause(s) of the Incident and resolve them if caused by factors within Fastly's control, or provide information to those who can resolve the factors if the factors are within others' control, as follows:

For a Severity 1 Incident:

For a Severity 2 Incident:

Gold Support

Fastly will respond to the report of an Incident by troubleshooting the causes of the Incident and resolve them if caused by factors within Fastly's control, or provide information to those who can resolve the factors if the factors are within others' control, as follows:

For a Severity 1 Incident:

For a Severity 2 Incident:

For Severity 1 Incidents caused by factors within Subscriber's control, a flat fee of $1500 will be assessed, and any time spent beyond three hours will be invoiced at Subscriber's undiscounted Professional Services rates.

For Severity 2 Incidents caused by factors within Subscriber's control, Subscriber will be invoiced at Subscriber's undiscounted Professional Services Rates.

For all incidents:

Support invoice credits

In the event a Severity 1 Incident occurs, Subscriber has purchased Gold or Platinum Support, the cause of the Incident is within Fastly's control, and any of the communication or response timeframes are materially not met, a one-time credit of $500 per incident will be credited to Subscriber's account.

Credit Terms:


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