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Support Plans

Standard Support

Once you sign up with Fastly you are automatically covered by our Standard Support Plan, free of charge. You get access to our documentation which includes everything from online FAQs and API references, to a range of configuration guidelines from basic to advanced.

Gold Support

If you are looking for enhanced support, priority routing of support cases, and 24/7 incident response, you can enroll in our Gold Support Plan. In addition to documentation and access to our Community Forum, you’ll get expedited response and resolution times on incident reports, along with a 100% uptime guarantee.

Platinum Support

Our Platinum Support Plan offers all the benefits of the Gold Support Plan and more. You’ll get 24/7 phone and online support (with 15-minute escalation response times), and dedicated account management. We also offer the option to have a designated Customer Service Engineer to help ensure business continuity.

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.

Benefits
Standard Support
Gold Support
Platinum Support
Online Self Service *
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Web & Email Support
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Phone Support & Slack Channel **
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Designated Account Management
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Emergency Escalation
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General Inquiry Availability
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

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

Resources