Chatbot Feature
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.
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.