Fastly Support Plans: Industry-Leading Technical Support for Your Edge Cloud Platform

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Fastly Support Plans: Industry-Leading Technical Support for Your Edge Cloud Platform

The Importance of Fastly Support

Fastly offers industry-leading technical support tailored for customers using their edge cloud platform. Built by developers for developers, Fastly's support team understands the specific needs of clients with a proactive and transparent approach. From the initial implementation to ongoing optimization, Fastly support personnel are available at every step to ensure a smooth experience for users.

Support Plan Options

Fastly provides three levels of support plans to cater to different organizational needs. The Standard Support Plan is automatically included for all Fastly users and is ideal for small organizations or developers starting with Fastly. It includes access to the community forum, technical documentation, self-service online portal, and email support. Customers can choose to upgrade to the Gold or Enterprise support plans as their edge cloud requirements grow.

Gold and Enterprise Support Features

The Gold Support Plan offers enhanced support with faster response times, priority routing, alerting for high-impact events, prioritized responses guaranteed in hours, and 24/7 incident response. It is suitable for organizations running multiple Fastly services with consistent traffic. On the other hand, the Enterprise Support Plan provides around-the-clock and emergency support integrated directly into development teams. It includes all the features of the Gold plan along with phone support, access to a private Slack channel, PCI/HIPAA configuration services, enhanced compliance support, and additional cloud engineer support.

Technical Support Add-ons

Fastly also offers additional technical support add-ons for Enterprise customers. This includes the Network Services Technical Account Manager (TAM) who provides dedicated technical contact, proactive health monitoring, and regular service reviews. The Security Technical Account Management (STAM) enhances web defense strategy with extensive security and product knowledge. Both TAM and STAM support tiers offer unique benefits and contribute to a robust support ecosystem.

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