Support Chat System
The Fastly support chat system is currently experiencing performance issues. We are working to restore service, but communications may be interrupted or delayed for a subset of customers.
How will I be able to reach Support?
Our customers will be able to contact support through t he Fastly Support Portal (https://support.fastly.com/s/) or by sending an email to support@fastly.com.
All other products and services are unaffected.
Our engineers have identified the contributing factor and are developing a fix to our Support Chat System.
This incident does not affect our ability to deliver network or security services.
Engineering has confirmed the impact to our Support Chat System has been mitigated.
Engineering has confirmed that our Support Chat System has been fully restored. Customers may have experienced issues creating new Fastly Support cases via chat from 19:10 to 20:36 UTC.
This incident is resolved.
To offer feedback on our status page, click "Give Feedback"
Status Post, Created Date/Time: 2025-06-20 20:06:29 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.
We are seeing increased errors across multiple Fastly services that utilize a common third party service provider, unrelated to Fastly's Edge Cloud Network.
Fastly has launched acute incident response practices to investigate into this issue further in an effort to reduce the impact to our customers.
As our engineers determine the scope of impact our Customer Escalation Management team will be updating the impacted components on this status post.
We're aware of an ongoing Google Cloud incident, detailed on their status page, which is affecting several Fastly services. Customers may be experiencing increased latency due to impact to our KV Store.
Specifically, those trying to access their control plane via manage.fastly.com might notice that several key Observability features are not loading, including Billing, Historical Stats, Log Explorer & Insights, Origin Inspector, Real-Time Log Streaming, and Real-time Analytics. You may also find it difficult to engage with API endpoints. Additionally, customers might see elevated errors when accessing Fastly webpages and documented resources.
Our engineers are working to restore these services as a high priority and we will provide more information shortly.
You can monitor the Google Cloud incident here:
We've confirmed that customers won't receive status post notifications through their Support Slack channels during this incident.
However, we want to assure you that your ability to request a support case through our Support Slack services remains unaffected. You can still open new support cases as needed.
Google Cloud has communicated that they have successfully deployed mitigations to the majority of their services. We are now observing a gradual recovery of Fastly services.
We will continue to monitor this situation with the highest priority until all Fastly and customer services are fully restored.
We have continued to monitor the Google Cloud Status Page for the latest information by the third party service provider.
Incident Update: Full Recovery and Root Cause Identified
Current Status: Resolved
We're confirming that all services impacted during yesterday's incident have fully recovered. Our teams continuously monitored the situation and verified the stability of all affected systems.
Root Cause Analysis
Our investigation has confirmed that the increased errors and latency across our KV Store, control plane, and certain Observability features were a direct result of the Google Cloud disruption on the 12th of June 2025.
Google has publicly shared a post-mortem regarding the incident. It includes specific information about the root cause—an invalid automated quota update to their API management system—along with their mitigation strategies and steps they're taking for future prevention.
Next Steps
For a comprehensive understanding of the incident's origin, mitigation, and Google's preventative measures, we encourage customers to review the official Google Cloud Status Page. This provides a full breakdown from their perspective.
Additionally, our Product and Engineering teams will thoroughly review all Google Cloud Platform (GCP) reports to determine mitigation strategies and ensure they are adopted as part of our long-term preventive measures to ensure our systems are more resilient to third-party outages of this kind in the future.
We appreciate your patience and understanding as we worked through this third-party event. Our focus remains on providing reliable and high-performance services.
We're investigating possible performance impact affecting the Support Chat System related to a vendor reported incident.
- Vendor status page: https://slack-status.com/2025-05/7b32241eb41a54aa
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.
This event has been resolved.
To offer feedback on our status page, click "Give Feedback"
Status Post, Created Date/Time: 2025-05-12 22:52:12 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.
We're investigating possible performance impact affecting the Support Chat System related to a vendor reported incident.
- Vendor status page: https://slack-status.com/2025-02/1b757d1d0f444c34
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.
Slack Status Updates
Slack is actively working to resolve the issue and is providing updates on the incident status at the following link: Slack Status. We encourage you to monitor this page for the latest information.
Impact on Our Services
While we are closely monitoring the Slack incident, we want to assure you that our ability to provide customer support and the accessibility of our Network remain unaffected. We have implemented our established communication protocols to ensure continuity of support during this vendor outage. All other products and services are also operating normally and are not impacted by this incident.
Slack has successfully addressed their incident and reported that all services have been restored.
We are conducting internal tests on Support Chat Systems to verify that all functions are operating properly.
The vendor has confirmed a second event impacting Support Chat Systems.
- We are monitoring their updates here: https://slack-status.com/2025-02/d41e4bfd1ccae26a
Customer should continue to request support through email, via support@fastly.com
This incident has been resolved.
To offer feedback on our status page, click "Give Feedback"
Status Post, Created Date/Time: 2025-02-26 16:50:53 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.
We're investigating possible performance impact affecting the Support Chat System.
Network Services and all other services are unaffected.
Our vendor has identified the contributing factor and are applying a fix to our Support Chat System.
Customers may experience a delay when attempting to initiate a support cases through the use of emjoi-driven automations and should open support cases through email, by reaching our Support team through support@fastly.com.
Engineering has confirmed the impact to Support Chat System has been mitigated.
Our vendor is continuing to investigate possible performance impact affecting the Support Chat System.
Customers may experience a delay when attempting to initiate a support cases through the use of emjoi-driven automations and should open support cases through email, by reaching our Support team through support@fastly.com.
Our vendor has identified the contributing factor and are applying a fix to our Support Chat System.
Customers may experience a delay when attempting to initiate a support cases through the use of emjoi-driven automations and should open support cases through email, by reaching our Support team through support@fastly.com.
Engineering has confirmed the impact to Support Chat System has been mitigated.
This event has been resolved.
Customers may experience a delay when attempting to initiate a support cases through the use of emjoi-driven automations and should open support cases through email, by reaching our Support team through support@fastly.com.
To offer feedback on our status page, click "Give Feedback"
Status Post, Created Date/Time: 2025-02-24 20:35:24 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.
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.
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.
Maintenance efforts have been extended.
Estimated Duration: 6 hours, to 11:00 UTC
Maintenance efforts have been extended.
Estimated Duration: 6 hours, to 17:00 UTC
The scheduled maintenance has been completed.
To offer feedback on our status page, click "Give Feedback"
We are investigating increased reports of delayed responses from our Support teams through Support Chat Systems.
Customers may experience a delay in support responses when engaging with Support through their Support Chat services.
Please email support@fastly.com to engage Support until the service has been restored.
We has confirmed the impact to Support Ticketing System, Support Chat System services has been mitigated.
This event has been resolved.
To offer feedback on our status page, click "Give Feedback"
Status Post, Created Date/Time: 2025-01-30 19:43:49 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.
Fastly has been alerted to an external outage impacting Windows-based systems.
All our products and services remain unaffected.
Fastly is actively monitoring the situation for any potential impact to customers.
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.
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.
Our external provider has reported that this incident has been resolved.
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.
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.
A fix has been implemented and we are monitoring the results.
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: