Support Chat System

17 August 2023, 16:33 UTC
Customer Services Support Chat System
 
17 August 2023, 16:33 UTC
[closed]

The Fastly support chat system is currently experiencing intermittent performance issues.

We are working with external parties to restore service, but communications may be delayed or interrupted. 

In the interim, our https://support.fastly.com services, which support our email communications, and our phone systems are both unaffected, and may still be used for support communications.

All edge cloud products and services are unaffected.

 
17 August 2023, 16:48 UTC

We have identified an issue with our support chat provider.

Fastly is continuing to monitor the situation and assist as needed with related customer support inquiries through https://support.fastly.com.

All other Fastly services and our network availability remain unaffected by this issue. 

 
17 August 2023, 17:02 UTC

Our external provider has reported that this incident has been resolved.


02 August 2023, 16:27 UTC
Customer Services Support Chat System
 
02 August 2023, 16:27 UTC
[closed]

The Fastly support chat system is currently experiencing intermittent performance issues. We are working with external parties to restore service, but communications may be interrupted or delayed. Support@fastly.com email ticketing communications and phone systems are both unaffected, and may still be used for support communications.

All edge cloud products and services are unaffected.

 
02 August 2023, 17:00 UTC

We have identified an issue with our support chat provider.

* https://status.slack.com/2023-08/8ec13e4962a9bf43

Fastly is continuing to monitor the situation and assist as needed with related customer support inquiries through https://support.fastly.com

All other Fastly services and our network availability are unaffected by this issue.


 
02 August 2023, 18:33 UTC

A fix has been implemented and we are monitoring the results.

 
02 August 2023, 23:09 UTC

This incident has been resolved. The vendor is continuing to reverse mitigation measures deployed during acute incident response practices. However, our vendor has confirmed all customer services have been restored, and Fastly has not experienced any further impact to our Support Chat Systems since 18:32 UTC.

To follow their efforts to pre-incident levels you may go to our vendor's status page at:


30 June 2023, 11:16 UTC
Customer Services Support Chat System
 
30 June 2023, 11:16 UTC
[closed]

The Fastly support self-service channel is currently experiencing intermittent performance issues which can result in a failure to generate a support ticket. We are working with external parties to restore service, but communications may be interrupted or delayed. Support@fastly.com email ticketing communications and phone systems are both unaffected, and may still be used for support communications.

All edge cloud products and services are unaffected.

 
30 June 2023, 18:13 UTC

This incident has been resolved.

23 May 2023, 16:35 UTC
Customer Services Support Chat System
 
23 May 2023, 16:35 UTC
[closed]

The Fastly support chat system is currently experiencing intermittent performance issues. We are working with external parties to restore service, but communications may be interrupted or delayed. Support@fastly.com email ticketing communications and phone systems are both unaffected, and may still be used for support communications.

All edge cloud products and services are unaffected.

 
23 May 2023, 17:06 UTC

This incident has been resolved.

24 January 2023, 16:45 UTC
Customer Services Support Chat System
 
24 January 2023, 16:45 UTC
[closed]

The Fastly support chat system is currently experiencing intermittent performance issues. We are working with external parties to restore service, but communications may be interrupted or delayed. Support@fastly.com email ticketing communications and phone systems are both unaffected, and may still be used for support communications.

All edge cloud products and services are unaffected.

18 November 2022, 16:13 UTC
Customer Services Support Ticketing System Support Chat System
 
18 November 2022, 16:13 UTC
[closed]

Fastly is investigating an issue creating trouble tickets from support chat conversations. Support portal (https://support.fastly.com) and phone systems are unaffected, and may still be used for support communications.

All edge cloud products and services are unaffected.

 
18 November 2022, 16:50 UTC

This issue has been identified and a fix is being implemented. 

 
18 November 2022, 18:55 UTC

A fix has been implemented and we are monitoring the results.

Customer Services Support Chat System
 
13 October 2022, 16:36 UTC
[closed]

The Signal Sciences support chat system is currently experiencing intermittent performance issues. We are working with external parties to restore service, but communications may be interrupted or delayed. Support@fastly.com email ticketing communications and phone systems are both unaffected, and may still be used for support communications. All edge cloud products and services are unaffected.

 
13 October 2022, 22:26 UTC

This incident has been resolved.

13 October 2022, 16:30 UTC
Customer Services Support Chat System
 
13 October 2022, 16:30 UTC
[closed]

The Fastly support chat system is currently experiencing intermittent performance issues. We are working with external parties to restore service, but communications may be interrupted or delayed. Support@fastly.com email ticketing communications and phone systems are both unaffected, and may still be used for support communications. All edge cloud products and services are unaffected.

 
13 October 2022, 21:45 UTC

A fix has been implemented and we are monitoring the results.

 
13 October 2022, 22:12 UTC

This incident has been resolved.

22 February 2022, 14:46 UTC
Support Chat System
 
22 February 2022, 14:46 UTC
[closed] Fastly is investigating an issue creating trouble tickets from support chat conversations. Support portal (support.fastly.com) or Support@fastly.com email ticketing communications and phone systems are unaffected, and may still be used for support communications. All edge cloud products and services are unaffected.
 
22 February 2022, 15:29 UTC
We are continuing to investigate this issue.
 
22 February 2022, 15:38 UTC
Fastly is seeing an incident by our Support System provider causing loading and notification delays. Please use support.fastly.com or email support@fastly.com for immediate support. Fastly is continuing to monitor the situation and our support teams are readily available to assist as needed with related customer support inquiries.
 
22 February 2022, 17:42 UTC
Our support system provider has reported signs of improvement while work continue to fully resolve the issue.
 
22 February 2022, 19:46 UTC
This incident has been resolved.
22 December 2021, 12:47 UTC
Support Chat System
 
22 December 2021, 12:47 UTC
[closed] The Fastly support chat system is currently experiencing intermittent performance issues. We are working with external parties to restore service, but communications may be interrupted or delayed. Support@fastly.com email ticketing communications and phone systems are both unaffected, and may still be used for support communications. All edge cloud products and services are unaffected.
 
22 December 2021, 14:44 UTC
Fastly is seeing signs of recovery with our support chat system. We are continuing to monitor the situation.
 
22 December 2021, 21:27 UTC
This incident has been resolved.