Support Systems
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.
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 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.