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 to access our Community Forum and documentation, including online FAQs, API references, and configuration guidelines.

  • Included with your Fastly subscription

  • Join our Community Forum

  • 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 proactive alerts for high-impact events, expedited 24/7 incident response times, and a 100% uptime guarantee.

All the benefits of Standard Support plus:

  • Alerting for high-impact events

  • 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 responses 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

  • Enhanced compliance support (including GDPR)

  • Discount on Professional Services

Add-on

Designated Technical Specialist


Do you need a direct line to a technical expert? With the Designated Technical Specialist add-on, you gain a dedicated, full-service support contact with proactive health monitoring and regular business reviews.

Add-on

Concierge TLS


Do you have more complex TLS requirements? This add-on for Enterprise support includes a dedicated TLS support team to provide more advanced configurations for encrypted domains.

Compare Plans

















































































Standard Gold Enterprise
Unlimited access to online self-service help* checked checked checked
Availability for general inquiries
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Business hours

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Business hours

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24/7/365
Availability for incident reports
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Business hours, including weekends & holidays

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24/7/365

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24/7/365
Initial response times
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By the next business day

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Severity 1 incidents within 2 hours; severity 2 incidents within same day; all other incidents by the next business day

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Severity 1 incidents within 15 minutes; severity 2 incidents within 2 hours; all other incidents by the next business day
Email support
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Priority over Standard support

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Priority over Standard and Gold support
Alerting for high-impact events

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Phone and chat support
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Toll-free telephone available 24/7/365 & dedicated Slack channel**
Emergency escalation
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Available via email and phone
Designated customer support engineer
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Available with Designated Technical Specialist package
Discounted professional services
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30% discount on service management packages
PCI and HIPAA configuration services
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Available via email, phone, and chat support
Enhanced compliance support (including GDPR)
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Available via email, phone, and chat support

Add-ons























Designated Technical Specialist
Named point of contact checked
Proactive account monitoring checked
Regular business reviews checked
Learn more






















Concierge TLS
Includes 100 TLS-enabled domains checked
Dedicated concierge support email address checked
TLS configuration review and optimization checked


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.

Support and Designated Technical Specialist

The expertise, deployment, and service management options to meet your needs