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" 

The Fastly Support Portal (https://support.fastly.com/s/) has been temporarily disabled due to elevated errors during web form submission.

During this time the Fastly Support Portal will remain unavailable and customers may experience errors when attempting to access the Fastly Support Portal.

Fastly is currently monitoring this event closely and we will re-enable access to the portal when the errors have been mitigated.

Support Chat and Support Email will remain available and are unaffected by this event. We do not anticipate any negative impact to our service level agreements (SLAs) related to support response times by our support engineers.

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.

Our engineers are continuing to investigate elevated errors to our Support Portal. 

All other contact channels to our Support team remain unaffected by this event.

Our engineers have identified the contributing factors that were leading to a poor customer experience with our webpage form and chatbot tooling. Our Support Portal web-page is accessible, however these chatbot and new ticket creation features within our web-page have been temporarily disabled.

Customers who wish to open new support cases with our Support team are asked to engage their designated account teams, email support@fastly.com or request assistance through their Support Chat (Slack-based) toolsets.

Our chatbot and support cases tooling through the access of our web-page (https://support.fastly.com) will remain deactivated until long-term solutions have been confirmed with our third-party vendor. We acknowledge the inconvenience of this issue and want our customers to know that we are investigating into various solutions as a high priority. 

This incident has no impact to our ability to deliver Network services or any other product/services.

Note: We have added two new components, the Chatbot Feature and New Support Case, to our status page. These components will be located under our Support Portal webpage component at https://support.fastly.com. As a result of this update, we have made adjustments to the affected components listed in this status post.

Engineering has confirmed the impact to our Chatbot tooling has been mitigated. 

Our Chatbot Feature has been fully restored and is available on our web-page (https://support.fastly.com). 

The Fastly New Support Case feature remains deactivated.

We have posted the date and time that this maintenance will be performed, and as a result will close this status post and refer all interested subscribers to: https://www.fastlystatus.com/incident/377465 for more information. Thank you for your patience.

The Fastly Support Portal (https://support.fastly.com/s/) will be relaunched for Support-package customers on the 4th of April 2025 at 21:00 UTC. 

The maintenance window will be from 19:00 - 21:00 UTC on the 4th 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.

Engineering has come across a break-fix that needs to be addressed before we can proceed with the maintenance efforts. As a result, the relaunch of our Support Portal (https://support.fastly.com/s/) has been postponed. We will update you with a new deployment plan once it has been decided on.

We understand the inconvenience caused by this delay. We encourage all customers to continue using the Support Slack, Email, and Phone methods to reach out to the Fastly Support team. Resolving this issue is a top priority, and we aim to provide an update early next week.

A new maintenance post will be provided once the adjusted deployment timeline has been determined.

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.

Fastly has successfully transitioned to a new Support Portal and support management system. Customers who had open cases during the migration will receive a new support case, and we will provide ongoing support under this new case number. The original tickets in our old system will be closed.

As a result of these transition efforts, customers may temporarily be unable to log into the Support Portal. However, our teams are committed to resolving any open support cases promptly through support@fastly.com. We are confident that this migration and temporary support measures will not affect our service level agreements.

If you have any questions please reach out to Support via support@fastly.com (email).

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 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.

This incident has been resolved.