Fastly

Fastly offers three support plans: Standard, Gold, and Enterprise. Standard is free and includes access to the Community Forum, technical documentation, a self-service online portal, and email support. Gold provides enhanced support with faster response times, prioritized responses, and 24/7 incident response. Enterprise offers around-the-clock support, phone support, a private Slack channel, PCI/HIPAA configuration services, and enhanced compliance support.

You can submit support cases by contacting Fastly Support directly. Additionally, you can join the Community Forum to post questions and discuss Fastly, web performance, and Varnish.

Response times vary by severity level and support plan. For Standard support, Severity 1 issues are addressed the next business day, Severity 2 issues are addressed the same day, and all other incidents are addressed the next business day. Gold support guarantees a 2-hour response time for Severity 1 and Severity 2 issues, and Enterprise support guarantees a 15-minute response time for Severity 1 issues.

Yes, Fastly offers Technical Account Manager (TAM) and Security Technical Account Management (STAM) services as add-ons for Enterprise level customers. TAM provides a dedicated technical contact with proactive health monitoring and regular service reviews, while STAM enhances your web defense strategy with extensive security and product knowledge.

Support availability varies by plan. Standard support is available during business hours, Gold support is available 24/7, and Enterprise support is available around-the-clock and includes emergency escalation.

You can join the Community Forum to post questions and discuss Fastly, web performance, and Varnish. This is included in the Standard support plan and is available to all Fastly users.