Legacy Platinum Support and SLA

Legacy Platinum 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:

Technical support

The following section applies to all subscribers.

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.

• An "Incident" is an occurrence during which end users' use of Subscriber's services is adversely impacted.
• A "Severity 1 Incident" is an incident resulting in a major service outage requiring Subscriber to redirect all traffic from Fastly to another CDN.
• A "Severity 2 Incident" is an incident resulting in minor or intermittent outage not requiring Subscriber to redirect traffic to another CDN.
• "Fastly Control" means elements entirely under Fastly's control and not a consequence of (a) your hardware or software failures, (b) you or your end user's connectivity issues, (c) your operator errors, (d) traffic amounts that exceed your Permitted Utilization as defined in the Terms and Conditions, (e) your corrupted content, (f) acts of god (any) or war, or earthquakes, or terrorist actions.

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 visiting https://support.fastly.com/ or 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:

• Services are not responding to end user requests.
• Services incorrectly send end users error condition messages.
• Services send incorrect or partial content to end users.

Incident reports should include all relevant information such as:

• Subscriber's determination of the Severity Level of the incident,
• Subscriber hardware failures,
• Subscriber operator errors,
• Services configuration errors made by Subscriber employees,
• A potential Utilization Spike (see the Service Availability SLA),
• Corrupted Subscriber content,
• DDOS attacks, and
• Relevant force majeure acts such as extreme weather, earthquakes, strikes or terrorist actions.

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, 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 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:

• Fastly support staff will acknowledge receipt of the email within 15 minutes.
• Fastly will start actively troubleshooting within 30 minutes of receipt of the email.
• Fastly will perform its tasks on a 24/7 basis.
• Fastly and Subscriber will immediately communicate upon learning new information that may be useful in troubleshooting the incident, and status updates between Fastly and Subscriber staff will take place no less frequently than every 30 minutes for the first two hours, and no less frequently than every hour thereafter.
• Fastly staff will work until (a) the incident is resolved or (b) the incident is believed to be outside of Fastly's control.

For a Severity 2 Incident:

• Fastly support staff will acknowledge receipt of the email within two hours.
• Fastly engineers will begin actively troubleshooting within the same day, will work on the Incident during the same day, and will provide status updates to Subscriber daily on each subsequent day.

Support invoice credits

In the event a Severity 1 Incident occurs, Subscriber has purchased 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:

• Requests for Invoice Credits must be made within 30 days of the incident which triggered the service credit.
• In no event shall Invoice Credits exceed the invoice value of the month in which they are accrued.
• A pending credit does not release Subscriber from its obligation to pay Fastly's submitted invoices in full when due.
• Credits will be applied to the invoice two months following the month an invoice credit was incurred.

Legacy Service availability SLA

Support availability and response times vary depending on the type of account you have and the level of support you have purchased.

Definitions

• "Degraded Performance" means the Services are experiencing Error Conditions that are (1) caused by issues under Fastly Control, (2) observable or reproducible by Subscriber or Fastly, (3) requiring Subscriber to redirect traffic off the Services. Degraded Performance does not include any reduction on availability of the Application Web Interface or API due to maintenance.
• "Error Condition" means the Services are (1) not responding to end user requests, (2) incorrectly sending end users error condition messages or (3) sending incorrect partial content to end users and these conditions are observable or reproducible by Subscriber or Fastly.
• "Fastly Control" means elements entirely under Fastly's control and not a consequence of (a) your hardware or software failures, (b) you or your end user's connectivity issues, (c) your operator errors, (d) traffic amounts that exceed your Permitted Utilization as defined in the Terms and Conditions, (e) your corrupted content, (f) acts of god (any) or war, or earthquakes, or terrorist actions.

Termination

Any Subscriber that has a contract with a term and a minimum commitment shall have thirty (30) days to terminate their subscription agreement following (1) a period of Degraded Performance longer than 7.2 hours in any one month, or (b) three contiguous months that have periods of Degraded performance longer than 43.8 minutes each.

Availability invoice credits

Subscribers who purchase Platinum Support shall be entitled to Invoice Credits according to the following table.

Invoice Credits for unavailability will accrue on a monthly basis. The Credit Amount for a month is equal to the monthly usage charge multiplied by Monthly Credit Percent.

Credit terms

• Requests for Invoice Credits for Degraded Performance must be made within 30 days of the period of Degraded Performance.
• The maximum amount of any credit is the Invoice Amount for the month the Degraded Performance occurred.
• A pending credit does not release Subscriber from its obligation to pay Fastly's submitted invoices in full when due.
• Credits will be applied to the Invoice two months following the month an invoice credit was incurred.

Utilization Spikes

Subscriber's bandwidth utilization, measured in megabits per second, will be sampled every five (5) minutes on a region-by-region basis each month (the "Samples"). Subscriber's "Average Utilization" for a region in a month will be the average of the Samples. Subscriber's "Peak Utilization" for a region in a month will be calculated by the 95th percentile method, according to which the Samples will then be ordered from highest to lowest, and the highest five percent (5%) of Samples will be discarded and the remaining highest Sample will be Subscriber's Peak Utilization for the region in that month. Subscriber's "Permitted Utilization" in a month for a region will be five (5) times Subscriber's Average Utilization in that month for that region. A "Utilization Spike" will occur if Subscriber's Peak Utilization exceeds its Permitted Utilization in a region. Utilization Spikes may interfere with or disrupt the integrity or performance of the Services. Subscribers should contact Support in advance of any planned utilization spike and respond immediately to any communications from Fastly regarding an actual or suspected Utilization Spike.