Support Systems
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 are investigating elevated errors when users attempt to access our Support Ticketing System. This does not impact Fastly's ability to provide support our customers.
Our core delivery services and network are fully operational.
All other products and services are unaffected by this incident.
Our engineers believe they have identified contributing factor causing the issue impacting the Support Ticketing System status page component.
We are now developing a fix, and 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.
Engineering has confirmed the impact to our Support Ticketing System
has been mitigated.
Our engineers have identified an additional contributing factor and are developing an adjusted mitigation strategy to our Support Ticketing System.
All other locations and services are unaffected.
Engineering has confirmed that our Support Ticketing System has been fully restored. Customers may have experienced issues logging into the Fastly Support Portal from January 10th, 2026, 00:38 to January 15th, 2026, 18:27 UTC.
This incident is resolved.
To offer feedback on our status page, click "Give Feedback"
Status Post, Created Date/Time: 2026-01-15 19:02:00 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 a possible error or delay in message propagation within our Support Chat Systems, caused by a third party service provider issue. The provider has shared information on their status page.
Our ability to provide support through support@fastly.com is unaffected by this incident, if you are experiencing delayed responses in your dedicated support chat channel, please switch to email methods to ensure prompt response by our support team. Network and Security products remain unaffected by this third party provider event, and services continue to be delivered to our customers.
We will continue to monitor the providers status page and report once Support Chat Systems are no longer at risk of impact.
We are seeing a possible error or delay in message propagation within our Support Chat Systems, caused by a third party service provider issue. The provider has shared information on their status page.
Our ability to provide support through support@fastly.com is unaffected by this incident, if you are experiencing delayed responses in your dedicated support chat channel, please switch to email methods to ensure prompt response by our support team. Network and Security products remain unaffected by this third party provider event, and services continue to be delivered to our customers.
We will continue to monitor the providers status page and report once Support Chat Systems are no longer at risk of impact.
Our third party service provider has confirmed that mitigations have been deployed and they are monitoring for any further impact to Support Chat Services.
We will continue to monitor until they have confirmed all services have been fully restored.
Our ability to deliver all other services remains unaffected by the third party providers incident.
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.
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.
Engineering has confirmed the impact to our Support Ticketing System has been mitigated.
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.
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.
We have confirmed that the performance impact to our Support Chat System that originated with our third-party service provider has been mitigated.
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.
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.
The Fastly Support Portal (https://support.fastly.com/s/) will be relaunched for Support-package customers on the 14th of April 2025 at 21:00 UTC.
The maintenance window will be from 19:00 - 21:00 UTC on the 14th of April 2025, during which customers may experience temporary errors when attempting to access the re-designed Fastly Support Portal.
We will share the release plan for non-Support Package customers at a later date. Until then, these customers can contact Support via email at support@fastly.com or visit our Community page (https://community.fastly.com/) for answers to common questions and the latest updates.
Support Chat and Support Email best practices will remain unaffected by this maintenance activity, and we do not anticipate any negative impact to our service level agreements (SLAs) related to support response times by our support engineers.
The scheduled maintenance has been completed.
To offer feedback on our status page, click "Give Feedback"