Fastly offers everything you need from a modern CDN, from effortless scale and built-in security to programmable control and full visibility.
Build momentum with industry leading technical support
Fastly Support
Our edge cloud platform was built by developers for developers, so we have a unique understanding of customers’ support needs with a proactive and transparent philosophy.
When you begin and iterate your Fastly delivery and security services, our support personnel are available every step of the way from implementation to fine-tuning.
Support Plans
All Fastly users receive Standard level support with the option to upgrade to Gold or Enterprise level as your edge cloud experience grows.
Standard
You’re automatically covered by our Standard Support Plan, free of charge, as soon as you sign up with Fastly.
Best for
Small organizations or DIY developers just starting out with Fastly.
Access to our Community Forum
Technical documentation
Self-service online portal
Email support
Gold
Enhanced support with faster, SLA-guaranteed response times and priority routing.
Best for
Organizations running multiple Fastly services with consistent traffic.
All the benefits of Standard Support plus:
Alerting for high-impact events
Prioritized responses, guaranteed in hours
24/7 incident response
Enterprise
Around-the-clock and emergency Fastly support integrated directly into your development teams.
Best for
Organizations with time-sensitive or mission-critical global traffic.
All the benefits of Gold Support plus:
Phone support
Access to private Slack channel
PCI/HIPAA configuration services
Enhanced compliance support (including GDPR)
Additional Fastly Cloud Engineer support
Technical Support Add-ons
Additional top–of-the-line technical support for Enterprise level customers.
Network Services Technical Account Manager (TAM)
Gain a dedicated, full-service technical contact with proactive health monitoring and regular service reviews.
Our technical specialists:
Integrate and act as an extension of your developer team
Provide invaluable infrastructure, delivery, and security expertise quickly via Slack
Collaborate to build custom solutions
Security Technical Account Management (STAM)
Enhance your web defense strategy with extensive security and product knowledge.
Our Security Technical Account Managers:
Integrate with your security team
Regularly provide expertise quickly via email or regular check-in meetings
Facilitate quarterly business reviews, and early access to beta programs
Compare Plans
Compare Plans
| Standard | Gold | Enterprise | |
|---|---|---|---|
| Support Plan Benefits | |||
| Online Self Service* | |||
| Web & Email Support | |||
| Alerting for High-Impact Events | |||
| Phone Support & Slack Channel** | |||
| Emergency Escalation | |||
| 30% Discount on Fastly Professional Service Engagements | |||
| PCI/HIPAA Configuration Services | |||
| Enhanced Compliance Support (including GDPR) | |||
| Availability for General Inquiries | |||
| Business Hours | |||
| 24/7/365 | |||
| Incident Availability | |||
| Business Hours | |||
| Weekends and Holidays | |||
| 24/7/365 | |||
| Initial Response Time | |||
| Severity 1 | Next business day | 2 hours | 15 minutes |
| Severity 2 | Next business day | Same day | 2 hours |
| All Other Incidents | Next business day | Next business day | Next business day |
For more details on these plans, visit our documentation pages.
* Online self-service includes unlimited access to Community Forum, documentation & blogs
** Slack channels operate only during Fastly business hours / days
To submit support cases, simply contact us at Fastly Support. You can also join our Community Forum to post questions and discuss Fastly, web performance, and Varnish.
"Filestack has grown a relationship with Fastly that is really based on trust. Everyone has been very helpful, customer service is great, and Fastly support is like having an additional member of the team. Knowing Fastly is right there has been very important for me and my team."
Stawomir Zabiewicz
VP of Engineering
"Implementing Fastly on top of an entire-site redesign went very smoothly. Fastly’s support team was responsive and helpful; they were a huge part of the success of the launch, and we could rest assured that Fastly’s piece of our redesign was very well under control."
Zach Tollman
Lead Engineer
"As soon as we engaged Fastly, we had our own dedicated support engineer there. Fastly has definitely raised the bar in terms of support, and other providers have not been able to meet that level of service. We couldn’t be much happier with the service we’ve gotten."
Jack Wood
CIO
"Fastly's customer service has been the gold standard I compare all other companies to. From the account management team, technical account managers, and tier-1 support, it's the best. From a technical point of view, their service has delivered innovation, performance, and allowed us to solve complex problems that before were not possible. We simply can't live without them now."
Information and Operations
Gartner Peer Insights Reviewer