Customer Services
Fastly is announcing General Availability on September 29, 2026 of Controlled Support Access (CSA). CSA gives customers more control and visibility over Fastly employee access by requiring customer approval for Fastly write/enforcing access. Approved access is time-bound, auditable, and customer-revocable. Read-only troubleshooting remains available so Fastly can continue diagnosing issues efficiently.
CSA is default OFF at General Availability (GA). Customers who want to enable CSA can opt in directly from the Fastly Control Panel.
What’s Changing?
To learn more, see the Controlled support access documentation.
The documentation explains standard CSA requests/grants, customer approval and revocation, audit visibility, and Breakglass emergency access.
What’s next? What do I have to do?
CSA is disabled by default at GA, meaning no action is required unless you wish to use it. Superusers can enable the feature directly within the Fastly Control Panel.
Customers with any questions or concerns may engage with our Support team through https://support.fastly.com or by contacting your designated account management team members.
We are investigating an issue caused by a third-party service provider, which is affecting availability of the Support Portal, including the ability to view or create support tickets.
Our engineers are actively monitoring the situation and working with the provider to diagnose and resolve the issue.
We will provide another update as more information becomes available or within the next hour.
Our engineers are continuing to investigate the issue impacting the Support Portal, including the ability to view or create support tickets. This has been caused by a third-party service provider outage.
We have not yet confirmed the contributing factor has been fully resolved. We'll provide another update as soon as we have more information.
A fix has been validated by our third-party service provider and is currently being rolled out across all impacted systems. We will post a new update once it has been fully implemented and we see signs of recovery.
All other products and services remain unaffected by this incident.
The third party provider issue affecting availability of the Support Portal has been fully resolved.
All Fastly Customer Support services systems have been restored and are operating normally. Ticket processing and standard communication channels are fully functional.
We apologize for the inconvenience and appreciate your patience during this interruption to our support channels.
Fastly will perform maintenance on the Fastly Support Portal and artificial intelligence (AI) chatbot on September 10, 2026 from 12:00 AM to 4:00 AM UTC (240 minutes).
What’s changing?
Fastly is updating the infrastructure behind the Fastly Support Portal and AI chatbot by migrating from our ticketing provider's default content delivery network (CDN) to our own in-house Fastly CDN and Fastly Next-Gen WAF (NGWAF) layer.
This change improves system resilience and adds protection against automated bot traffic and distributed denial of service (DDoS) threats.
What’s next? What do I have to do?
Nothing. Fastly is handling every action for this planned maintenance. During the 240-minute window, the AI chatbot and the Fastly Support Portal will be temporarily unavailable.
Case submission via support@fastly.com and all dedicated enterprise Slack channels will remain unaffected and fully operational during this maintenance.
Fastly is updating how a subset of client disconnects are reported for Delivery (Varnish) Services. Previously, these disconnects returned a 503 (Service Unavailable) response code. As part of a fix for an issue affecting our
ERROR-WAIT
handling, we changed this behavior so a subset of these disconnects now return a 499 (Client Closed Request) and will have an
ERROR-DISCONNECT
state.
This change will be rolling out gradually over the next few weeks.
What you may notice:
You may see an increase in 499 response codes and a corresponding decrease in 503 response codes for waitlist disconnects in your logs and dashboards. This is expected and does not indicate a new issue with your service.
What you need to do:
If you have monitoring, alerting, or automation that treats 503s and 499s differently, review your configuration to confirm it accounts for this change. If you have questions, contact your Fastly support team.
This event has been resolved.
On August 24, 2026 at 16:00 UTC, we'll perform scheduled maintenance on our Status Page to update the design of our header, footer, and other formatting options.
The maintenance is expected to take about 2 hours, with no downtime. It won't affect your notifications or preferences, and no action is needed on your part.
The scheduled maintenance has been completed.
Our engineers have been informed that our Customer Relationship Management (CRM) provider is currently experiencing an incident. As a result, you may experience slightly delayed responses from our Support team while we implement an internal workaround and monitor this provider's incident updates.
All other Fastly services remain fully operational. Our network and security products continue to deliver without disruption.
We will provide an update if the situation changes.
We have an update regarding the ongoing Informational affecting Support Ticketing System.
Our provider has reported that a contributing factor has been identified and they are working on a fix.
As a reminder, Fastly's core edge network and security services remain unaffected. Please continue to email support@fastly.com for any assistance while our standard support and CRM channels remain impacted.
Updated on 18 June 2026 at 18:49 UTC
Fastly will be performing scheduled maintenance on the Fastly Support portal on March 18, 2026, from 14:00 to 18:00 UTC (240 minutes).
What to expect
During this 4-hour window, the Support Portal will be offline. Attempting to log in during this time will result in an error.
No action is required on your part. This maintenance is fully managed by our team.
How to reach support
While the portal is down, our Support team remains fully staffed and available. We do not anticipate any negative impact on our support response times or SLAs.
If you need assistance during the maintenance window, please use our alternative channels:
Email: support@fastly.com
Chat: Available through your standard Support Chat channels.
Community: Visit our Fastly Community for answers to common questions and the latest updates.
The scheduled maintenance has been completed.
To offer feedback on our status page, click "Give Feedback"
We have released an update to the Fastly status page that introduces private notifications for security maintenance and incidents. To access these private components and their detailed alerts, you may sign into www.fastlystatus.com using your existing manage.fastly.com credentials.
As applicable, private component status updates will automatically route to your provide #fastly-{{customer}} support chat channel without any further action being required by our customers. Support teams can help you unsubscribe at the support chat channel level should you wish to be omitted from these notifications.
For full details on how this works and what it means for your workflow, read our blog post: Enhancing security and transparency.We are scheduling updates to the Fastly status page for February 24, 2026 to enable private notifications for security maintenance and incidents.
This update will not change your current support experience. You will continue to receive alerts in your #fastly-(customer) Slack channel without interruption.
If you are interested in learning more, our support and account teams have an FAQ available regarding these upcoming changes. We will also release a blog post and update our status page documentation following the conclusion of this maintenance.
The scheduled maintenance has been completed.
We're currently investigating performance issues with our Fastly Docs, docs.fastly.com webpage.
Our Network availability and our ability to deliver on all other products and services are unaffected by this event.