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Designated Technical Specialist
Last updated April 15, 2020
Fastly offers the ability to purchase the support of a Cloud Engineer to serve as a Designated Technical Specialist for your organization. These specialists 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 three Designated Technical Specialist packages: Essentials, Premier, and Enterprise. 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 | Essentials | Premier | Enterprise |
|---|---|---|---|
| Total available hours | Up to 15 hours/month | Up to 80 hours/month | Up to 160 hours/month |
| Code configuration reviews | 1 review/month | 4 reviews/month | 8 reviews/month |
| Architecture and configuration recommendations | Included | Included | Included |
| White glove escalation support | Included | Included | Included |
| Email support | Available | Available | Available |
| Private chat support | Available | Available | Available |
| Emergency phone 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 |
| Proactive account management | Account Manager | Account Manager | Account Manager |
| Support coordination | Included | Included | Included |
| Scheduled technical check-ins | Monthly | 2x monthly | Weekly (as requested) |
| Account reporting | Monthly | Weekly | Weekly |
| Business reviews | Annually | Quarterly | Monthly |
| On-site travel for business reviews | Not included | Up to 2x annually (as requested) | Quarterly (as requested) |
| Custom reporting | Not included | Not included | By request |
| Early beta program access | Not included | Not included | Included |
Definitions
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"Business Hours" are 8AM-6PM during a Business Day in California, New York, London, or Tokyo.
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"Business Days" are Monday through Friday, excluding any day that is simultaneously a US, UK, and Japanese national or banking holiday.
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.
Designated Technical Specialist packages
Each Designated Technical Specialist package includes Enterprise Support as well as the following core features:
- Email and private chat channel support during business hours between you and Fastly to facilitate quick questions and answers for general inquiries and communication.
- 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, keep in mind that other than regularly scheduled business reviews on site (as applicable for your package) additional reviews or on site travel must be agreed upon in advance via a statement of work. Also, 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.
Essentials Designated Technical Specialist
In addition to the core features noted above, included hours could be used for:
- Monthly account reports with an overview of services, traffic, and tickets.
- An annual business review.
Premier 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.
- Scheduled check-ins via phone, 2x monthly.
- A quarterly business review (QBR), with onsite option, twice annually.
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).
- A monthly business review (QBR), with onsite option, quarterly as requested.
- Custom reporting upon reasonable request.
- Early access to beta programs.