Elevated Errors for our Support Chat Services
Elevated Errors for our Support Chat Services
20 October 2025, 08:02 UTC
20 October 2025, 08:02 UTC
We are investigating an elevated error rate within our support ticketing systems. 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.
Our network availability and all other services are unaffected.
Status Post, Created Date/Time: 2025-10-20 08:21:47 UTC
Note: Our Customer Escalation Management team will update the start date and time of this 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.
20 October 2025, 09:51 UTC
20 October 2025, 09:51 UTC
Our engineers believe they have identified contributing factor causing the issue impacting the Support Ticketing System status page component.
We will post a new update once it has been fully implemented and we see signs of recovery.
All other products and services are unaffected by this incident.
20 October 2025, 12:07 UTC
20 October 2025, 12:07 UTC
Engineering has confirmed the impact to our Support Ticketing System has been mitigated.
20 October 2025, 12:35 UTC
20 October 2025, 12:35 UTC
Engineering has confirmed that our Support Ticketing System has been fully restored. Customers may have experienced issues creating or updating support tickets from 07:14 to 11:48 UTC.
This incident is resolved.
To offer feedback on our status page, click "Give Feedback"
Status Post, Created Date/Time: 2025-10-20 08:21:48 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.