Designated Technical Specialist
Last updated 2023-03-30
Fastly offers the ability to purchase the support of a Cloud Engineer to serve as a Designated Technical Specialist for your organization. These specialists act as an extension of your team. They are product experts who help you optimize your use of Fastly's products and features by providing proactive check-ins and regular reviews to help you analyze your account's service configurations and their performance. Designated Technical Specialists also provide enhanced troubleshooting coordination with Fastly's support and professional services organizations.
Fastly offers Professional, Premier, and Enterprise Designated Technical Specialist packages, and also offers a Global Add-On for customers purchasing the Enterprise Designated Technical Specialist package. A Designated Technical Specialist's available hours of service each month to your organization depend on the package you purchase and could include the following summarized activities:
| Support Offering | Professional | Premier | Enterprise | Global Add-on |
|---|---|---|---|---|
| Total available hours | Up to 40 hours/month | Up to 80 hours/month | Up to 160 hours/month | Up to 50 additional hours/month |
| Scheduled technical check-ins | Monthly | 2x monthly | 4x monthly (as requested) | - |
| Named point of contact | Included | Included | Included | - |
| Hours of operation/availability | Business hours in single time zone | Business hours in single time zone | Business hours in single time zone | Business hours in 1 additional time zone (max 2 regions) |
| Regional coverage | 1 region | 1 region | 1 region | 1 additional region |
| Architecture and configuration recommendations | Included | Included | Included | - |
| Escalation support and coordination | Included | Included | Included | - |
| Email support | Available | Available | Available | - |
| Private chat support | Available | Available | Available | - |
| Availability for general inquiries | Business hours | Business hours | Business hours | - |
| Initial response time | Next business day | Next business day | Next business day | 12 business hours |
| Custom reporting | Not included | Not included | By request | - |
Definitions
- "Business Hours" are 8AM-6PM during a Business Day in California, New York, London, or Tokyo.
- "Business Days" are Monday through Friday, excluding any day that is simultaneously a US, UK, and Japanese national or banking holiday.
- “Regions” are areas of the world where Designed Technical Specialist coverage is available and are restricted to North America, Europe, Japan, and Australia.
IMPORTANT
Designated Technical Specialists provide support during Fastly business hours to facilitate non-urgent discussions. They are not a 24x7 resource. Always rely on normal support communications channels for urgent issues and escalations.
Prerequisites
To purchase and use a Designated Technical Specialist package, you must have an Enterprise Support plan.
To ensure accurate responses to requests, you must keep your account contact information up-to-date.
Designated Technical Specialist packages
Each Designated Technical Specialist package includes the following core features:
- regular guidance on topics like configuration analysis, account performance, infrastructure and company plans, and roadmap requests.
- advice on best practices for implementing and using Fastly with your infrastructure.
- priority engagement and coordination with appropriate support resources as necessary during normal Fastly business hours.
- comprehensive documentation of your implementation of Fastly’s services and requirements to enable better support by Fastly teams.
- basic reports on utilization and performance of Fastly services.
For all Designated Technical Specialist packages, any unused hours or other scheduled availability does not carry forward to future months. You won't be entitled to any refunds or credits for unused hours or other scheduled availability for any one month.
NOTE
English is the primary language used by Designated Technical Specialists.
Professional Designated Technical Specialist
In addition to the core features noted above, included hours could be used for:
- architectural and configuration recommendations, as requested.
- scheduled technical check-ins, via phone or video conference, 1x monthly.
Premier Designated Technical Specialist
In addition to the core features noted above, included hours could be used for:
- account reports with an overview of services, traffic, and tickets.
- more frequent scheduled technical check-ins, 2x monthly.
- a quarterly service review for optimizing your Fastly strategy.
Enterprise Designated Technical Specialist
In addition to the core features noted above, included hours could be used for:
- weekly account reports with an overview of services, traffic, and tickets.
- weekly scheduled check-ins via phone (as requested).
- custom reporting upon reasonable request.
Global Designated Technical Specialist Add-On
When combined with the Enterprise Designed Technical Specialist offering, you receive:
- an additional Designated Technical Specialist assigned to your account.
- Designated Technical Specialist support in one additional region or time zone.
- increased initial response time for inquiries.
NOTE
The Global Designated Technical Specialist Add-On can only be added to an existing Enterprise Designated Technical Specialist package.
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