Support Systems
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"
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.