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

    Designated Technical Specialist packages

    Each Designated Technical Specialist package includes Enterprise Support as well as the following core features:

    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.

    Essentials Designated Technical Specialist

    In addition to the core features noted above, included hours could be used for:

    Premier Designated Technical Specialist

    In addition to the core features noted above, included hours could be used for:

    Enterprise Designated Technical Specialist

    In addition to the core features noted above, included hours could be used for:

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