Signal Sciences WAF support description and SLA

Support availability and response times for Signal Sciences Cloud and Next-Gen WAF vary depending on the type of account you have and the platform you have purchased.

Support channels and response times

Fastly provides customer support via the support channels listed below.

Support tickets

Signal Sciences Next-Gen and Cloud WAF include access to a support portal that allows you to submit requests for support online, update existing support tickets, and track the status of support tickets. As part of submitting a request via the support portal, you may designate a proposed severity level for the issue being reported, but the ultimate classification of a request will be determined by Fastly based on various factors including input you provide.

Email

Fastly's technical support staff can be contacted via support@signalsciences.com during standard business hours. All support tickets generated by email will be designated with a P2 severity level.

Response times

The following table summarizes the response times based on the severity of the reported issue and the platform you have purchased.

Issue severity level Essential Professional Premier
Urgent - Critical Impact (P0) 1 business day with updates every 4 business days 60 minutes or less with updates every 2 hours (24/7/365) 60 minutes or less with updates every 2 hours (24/7/365)
High - Serious Impact (P1) 1 business day with updates every 4 business days 4 business hours with updates every 12 business hours 4 business hours with updates every 12 business hours
Normal - Minor Impact (P2) 1 business day with updates every 4 business days 1 business day with updates every 4 business days 1 business day with updates every 4 business days
Low - Minor Impact (P3) 2 business days with no further updates 2 business days with no further updates 2 business days with no further updates
  • Business hours are 4 AM-7 PM Monday through Friday, Pacific Time.
  • Business days are Monday through Friday, except standard Fastly holidays.
  • Urgent - Critical Impact (P0) issues have confirmed errors in a production environment that make a solution, its features, or its functionality completely unavailable to users.
  • High - Serious Impact (P1) issues have confirmed errors in a production environment that cause significant loss of functionality for a primary feature of a solution that has notable impacts to customer business.
  • Normal - Minor Impact (P2) issues have confirmed errors in a production environment that cause partial loss of functionality of a non-significant feature or a significant cosmetic issue with the web interface. This severity level also applies to identified errors in a non-production environment.
  • Low - Minor Impact (P3) issues have confirmed errors that cause minor cosmetic issues with the web interface. This severity level also applies to feature requests and general questions about functionality.
  • A confirmed error is any failure of the Signal Sciences Cloud or Next-Gen WAF to meet Fastly's specifications outlined in the relevant documentation, found in production uses, and that can reasonably be reproduced by Fastly.

SLA

Fastly endeavors to maintain 99.9% availability of the Signal Sciences Hosted Dashboard (Hosted Dashboard), which is used by both the Cloud WAF and Next-Gen WAF, and the hosted infrastructure components of the Cloud WAF.

SLA for Hosted Dashboard

Subscribers experiencing unavailability of the Signal Sciences Hosted Dashboard will be entitled to service credits according to the following table.

Monthly Availability of Hosted Dashboard Service Credit % of Pro-rated Monthly WAF Subscription Fees
<99.9-99.0 5%
<99.0%-98.5% 10%
<98.5%-98.0% 15%
<98.0% 20%

"Availability" of the Hosted Dashboard is calculated as follows: ([# of minutes in month]-[# of minutes per month the Hosted Dashboard is Unavailable]) / [# of minutes in month].

"Unavailable" with respect to the Hosted Dashboard means the Hosted Dashboard is not available for your access and use through your internet connection, excluding (a) unavailability of the Hosted Dashboard caused by issues not under Fastly Control or (b) unavailability that does not last for a consecutive ten-minute period.

"Fastly Control" means elements entirely under Fastly's control and not a consequence of (a) your hardware or software failures or those of a third party, (b) you or your end users' connectivity issues, (c) operator errors by your employees, (d) alteration, modification, unauthorized or misuse of Fastly products, or use not in accordance with the documentation, (e) your corrupted content, or (f) acts of god (any) or war, or earthquakes, or terrorist actions.

SLA for Cloud WAF Hosted Services

Subscribers experiencing unavailability of the hosted infrastructure component of Cloud WAF Hosted Services will be entitled to service credits according to the following table.

Monthly Availability of Cloud WAF Hosted Services Service Credit % of Pro-rated Monthly Cloud WAF Subscription Fees
<99.9-99.0 5%
<99.0%-98.5% 10%
<98.5%-98.0% 15%
<98.0% 20%

"Availability" of the Hosted Services is calculated as follows: ([# of minutes in month]-[# of minutes per month the Hosted Services is Unavailable]) / [# of minutes in month].

"Unavailable" with respect to the Hosted Services means the Hosted Services are not available to process traffic or communicate with Hosted Dashboard, excluding (a) unavailability caused by issues not under Fastly Control or (b) unavailability that does not last for a consecutive ten-minute period.

"Fastly Control" means elements entirely under Fastly's control and not a consequence of (a) your hardware or software failures or those of a third party, (b) you or your end users' connectivity issues, (c) operator errors by your employees, (d) alteration, modification, unauthorized or misuse of Fastly products, or use not in accordance with the documentation, (e) your corrupted content, or (f) acts of god (any) or war, or earthquakes, or terrorist actions.

Credit terms

  • You must contact us within 15 days of experiencing unavailability to receive a service credit.
  • For any given month, the maximum amount of any credit is 20%, regardless of the reason it is owed.
  • A pending credit does not release you from your 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.
Back to Top