Customer Services

Customer Services Support Ticketing System
 
11 September 2023, 21:46 UTC
[closed]

We are currently investigating an issue with our NGWAF Console (Signal Sciences) email notification services. 

Our https://support.fastly.com webpage, Support services, network availability and all other services and locations are unaffected by this incident.

Updated message body on 09/11/2023 at 21:55 UTC following additional information provided by acute incident response team members investigating into the on-going incident.


 
11 September 2023, 21:58 UTC

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

 
11 September 2023, 22:56 UTC

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

 
11 September 2023, 23:07 UTC

This incident has been resolved.

21 August 2023, 16:02 UTC
Customer Services Support Ticketing System
 
21 August 2023, 16:02 UTC
[closed]

The Fastly support ticketing system is currently experiencing intermittent performance issues. We are working with external parties to restore service, but communications may be interrupted or delayed.

All edge cloud products and services are unaffected.

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:


 
21 July 2023, 15:00 UTC
[closed]

Our status page provider (StatusCast) has confirmed a disruption of service by their host provider (Azure). StatusCast is actively engaged with Microsoft to mitigate this incident, and their efforts may be followed on our status page providers status page: https://status.statuscast.com/incident/461485.

During this incident, Fastly is using our support system to communicate updates to any ongoing incidents and we will share an updated status post as soon as we have been fully restored. We apologize for this inconvenience, and we will continue to monitor this issue with a high priority.

 
21 July 2023, 15:16 UTC

This incident has been resolved and www.fastlystatus.com has fully recovered.

Our status page provider has confirmed that they will provide a root cause analysis detailing what occurred and how they will handle similar issues moving forward. You may continue to follow their status post updates for more information.

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.

31 May 2023, 14:15 UTC
Customer Services Support Ticketing System
 
31 May 2023, 14:15 UTC
[closed]

The Fastly support ticketing system is currently experiencing intermittent performance issues. We are working with external parties to restore service, but communications may be interrupted or delayed.

All edge cloud products and services are unaffected.

 
31 May 2023, 14:31 UTC

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

 
31 May 2023, 14:50 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.

Customer Services https://www.fastly.com/
 
19 April 2023, 11:12 UTC
[closed]

We are currently investigating performance issues affecting the functionality of developer.fastly.com. CDN delivery, stats aggregation, and all other data plane services are unaffected.

 
21 April 2023, 19:22 UTC

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

If you are experiencing issues with the Developer Hub, please clear your browser cache.


 
21 April 2023, 20:10 UTC

This incident has been resolved

Customer Services Billing System
 
13 March 2023, 17:03 UTC
[closed]

With the recently announced news that Silicon Valley Bank (SVB) has been taken over by the FDIC, Fastly would like to reassure that while we do have a relationship with SVB, our financial exposure is not material. There should be no disruption to the normal operations of our services. 


We are transitioning our banking relationship from SVB to another financial institution.  Fastly has updated our payment instructions and customers will receive a message containing directions about how to process upcoming payments. 


Customers may verify this request by contacting us at support@fastly.com.  


Fastly products and all other services are unaffected.