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Support Plans

Support Plan

Standard


Looking for basic support? You’re automatically covered by our Standard Support Plan, free of charge, as soon as you sign up with Fastly. You can file a ticket with our Support team and access our documentation, including online FAQs, API references, and configuration guidelines.

  • Included with your Fastly subscription
  • Access to technical documentation and self-service online portal
  • Email support

Support Plan

Gold


Looking for enhanced support with SLAs to guarantee faster response times, and priority routing? Gold Support gets you access to our Community Forum, expedited 24/7 incident response times, and a 100% uptime guarantee.

All the benefits of Standard Support plus:

  • Join our Community Forum
  • Prioritized responses, guaranteed in hours
  • 24/7 incident response

Support Plan

Enterprise


Concerned about time-sensitive or mission critical traffic? Enterprise Support gives you the added benefits of emergency escalation for support cases and 24/7 response for inquiries (not just incidents). This includes direct phone and Slack support with 15-minute escalation response times.

All the benefits of Gold Support plus:

  • General inquiries 24/7
  • Phone support & private Slack channel
  • Includes PCI/HIPAA configuration services
  • Discount on Professional Services

Package

Technical Account Management

Do you need a direct line to a technical expert? By adding a Technical Account Manager to Enterprise Support, you’ll have a dedicated full-service support contact with proactive health monitoring and regular business reviews.

“We really like the Fastly support team. They’re very technical and knowledgeable, and we find there’s no back-and-forth for getting an issue resolved. They immediately get what the issue is and resolve it quickly.” Naren Venkataraman, Director of Video Encoding
“I would definitely recommend Fastly. They are head and shoulders above everyone else. Their support is amazing — everyone there is super helpful and just fantastic to work with.” Darrell Mozingo, Team Lead, Content Development
“Fastly is a huge asset in terms of implementation. I’m able to get answers from people who know what they’re doing immediately. It’s just amazing to work with a group of people with actual product and industry knowledge without having to work my way up the chain.” Matt Landolf, Manager of Hosting Operations
“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.” Zack Tollman, Lead Engineer

csat

Customer support satisfaction rating

nps

Net Promoter score
(Scale ranges from -100 to +100 and 50 or higher is considered excellent)

Standard Support
Gold Support
Platinum Support
Benefits
Online Self Service *
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Web & Email Support
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Phone Support & Slack Channel **
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Emergency Escalation
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30% discount on Fastly Professional Service engagements
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PCI/HIPAA configuration services
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Availability for general inquiries
Business Hours
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24/7/365
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Incident Availability
Business Hours
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Weekends & Holidays
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24/7/365
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Initial Response Time
Next Business Day
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Severity 1
Within 2 hours
Within 15 min
Severity 2
Within same day
Within 2 hours
Technical Account Management
Designated Account Management
Named point of contact
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Proactive account monitoring
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Regular business reviews
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For more details on these plans, visit our Documentation pages.

* Online Self Service includes unlimited access to Community Forum, Documentation & Blogs

** Slack Channel operates only during Fastly business hours / days

To submit support cases, simply contact us at support@fastly.com. You can also join our Community Forum to post questions and discuss Fastly, web performance, and Varnish.