22 February 2025, 23:00 UTC

On the 22nd of February 2025 at 23:00 UTC, Fastly teams will be performing an update to our Support System.

Estimated Duration: 6 hours

During this maintenance window, customers will not be able to access the support portal, https://support.fastly.com, and may experience delays in generating support tickets through our Support Chat systems.

How will I be able to reach Support?

Our customers will be able to continue to contact support through email at support@fastly.com, or by contacting their designated Account teams through their dedicated Support Chat channels. 

There will be no impact to Support SLAs as a result of this maintenance activity.

22 February 2025, 23:05 UTC

Customers with an active support case will receive a message from the new system. This message will include the ID of any active and open support case from the old system for customer’s reference. 

Fastly will close the original case in the previous system, and continue working with customers in the new system. 

If you have any issues accessing the new case, please contact Fastly’s support team by emailing support@fastly.com and include your original Zendesk ticket ID or link.

23 February 2025, 04:17 UTC

Maintenance efforts have been extended. 

Estimated Duration: 6 hours, to 11:00 UTC

23 February 2025, 10:52 UTC

Maintenance efforts have been extended. 

Estimated Duration: 6 hours, to 17:00 UTC