Support description and SLA

      Last updated August 14, 2019

    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:

    Support Offering Standard Support Gold Support Enterprise Support
    Online Self-Service Help Unlimited access. Unlimited access. Unlimited access.
    Availability for General Inquiries Business hours. Business hours. 24/7/365.
    Availability for Incident Reports Business hours, including weekends & holidays. 24/7/365. 24/7/365.
    Initial Response Times By the next business day. Severity 1 Incidents within 2 hours. Severity 2 Incidents within same day. All other Incidents by the next business day. Severity 1 Incidents within 15 minutes. Severity 2 Incidents within 2 hours. All other Incidents by the next business day.
    Email support Available. Available, with priority over Standard Support. Available, with priority over Standard and Gold Support.
    Phone and chat support Not available. Not available. Toll-free telephone available 24/7/365. Dedicated chat channel available during Fastly business hours.
    Emergency Escalation Not available. Not available. Available via email and phone.
    Designated Customer Support Engineer Not available. Not available. Available with Technical Account Management package.
    Discounted Professional Services Not available. Not available. 30% discount on Service Management packages.
    PCI and HIPAA configuration services Not available. Not available. Available via email, phone, and chat support.
    Enhanced compliance support (including GDPR) Not available. Not available. Available via email, phone, and chat support.
    Termination Option Not available for unpaid and month-to-month customers. Only included for termed contracts. Available with invoice credits. Available with invoice credits.

    Technical support

    The following section applies to all subscribers.

    Definitions

    Subscriber responsibilities

    Subscriber is responsible for using and configuring services according to the Documentation available at https://docs.fastly.com.

    Support requests

    Subscribers submit support requests by 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.

    Reasons to contact us for incidents include:

    Incident reports should include all relevant information such as:

    Communications

    Tickets

    Communications between Fastly support engineers and Subscriber personnel are conducted using a ticketing application that maintains a time-stamped transcript of communications and sends emails to Subscriber and Fastly staff as tickets are updated.

    Chat

    Subscribers to Enterprise 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 Enterprise Support receive a dedicated, toll-free 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, Gold Support, or Enterprise 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.

    Incident reporting and additional fees

    For Severity 1 Incidents caused by factors within Subscriber's control, a flat fee of $1500 will be assessed, and any time spent beyond three (3) hours will be invoiced at Subscriber's undiscounted Professional Services rates. For Severity 2 Incidents caused by factors within Subscriber's control, Subscriber will be invoiced at Subscriber's undiscounted Professional Services Rates.

    For all incidents:

    Gold 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:

    For a Severity 2 Incident:

    Enterprise Support

    Fastly will respond to the report of an Incident by troubleshooting the cause(s) 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:

    For a Severity 2 Incident:

    Support invoice credits

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

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