Vendor Incident with Possible Impact to Support Chat System
Vendor Incident with Possible Impact to Support Chat System
08 August 2025, 16:34 UTC
08 August 2025, 16:34 UTC
We're investigating possible performance impact affecting the Support Chat System.
Customers may experience failed support case functions when attempting to generate a support case from Support Chat systems. We ask that customers email Support teams at support@fastly.com to ensure no delays.
08 August 2025, 17:48 UTC
08 August 2025, 17:48 UTC
We have identified the source of the performance impact to our Support Chat System as an issue with our third-party service provider. We are in active communication with the vendor, and they are working on a resolution.
For the latest updates on their mitigation efforts, please refer to their status page: https://status.ext.foqal.io/statuspage/foqal/1257223
In the meantime, we recommend customers continue to email support@fastly.com for any support needs to ensure there are no delays.
08 August 2025, 18:30 UTC
08 August 2025, 18:30 UTC
We have confirmed that the performance impact to our Support Chat System that originated with our third-party service provider has been mitigated.
08 August 2025, 18:34 UTC
08 August 2025, 18:34 UTC
Engineering has confirmed that Support Chat System has been fully restored. Customers may have experienced performance degradation from 12:55 to 18:01 UTC.
For more details regarding the incident with our third-party service provider, please refer to their status page: https://status.ext.foqal.io/statuspage/foqal/1257223
This incident is resolved.
To offer feedback on our status page, click " Give Feedback "
Status Post, Created Date/Time: 2025-08-08 16:40:52 UTC
Note: Our Customer Escalation Management team will update the start date and time of the initial "investigating" status post upon the resolution of this incident. This update is meant to provide our customers and their end users with a potential impact window. The date and time mentioned in the message above indicates when the status post was requested by our Acute Incident Response team.