Expert Engineers Available 24/7/365
We understand that our customers must have an immediate response from support. That’s why our support team is available 24/7 to meet your needs at a moment’s notice. Our seasoned support experts are ready to quickly and effectively resolve any problems and answer your questions.
Since 2002, we’ve maintained an impressive track record of consistently delivering on our 100% uptime SLA. We use an extensive internal monitoring network and back it with uptime monitoring tools such as Cedexis, Dynatrace/Keynote, and Catchpoint.
We’re committed to delivering on our promise of providing you the fastest performance and highest availability. If problems ever arise, we’re always on the ball to fix it before you or your customers ever notice.
Our CacheFly Support Desk portal features a knowledge base to help you get started on your own and provide you with an understanding of our content delivery network, reporting, and account settings features.
Support Options
CacheFly is dedicated to helping you and your business thrive. We offer different support plans to accommodate the various needs of our customers.
Choose the plan that is most beneficial to you. Switching plans as your needs change is also easy to do, the CacheFly team is nimble and flexible and here to help.
Best ForAvailability
|
Silver$995Developers/small teams and companies with non-production traffic. |
Gold$2,495Companies running production traffic on CacheFly. |
Platinum$5,995Organizations with time-sensitive or mission-critical global traffic. |
|---|---|---|---|
| Online Self-Service Help | Unlimited access |
Unlimited access |
Unlimited access |
| Accessing Support | Via tickets |
Via tickets |
24/7 enterprise priority support via email, private Slack channel and video conference |
| War Room/Event Coordination |
No
|
No
|
Available on demand ($$) |
| Availability for General Inquiries | Business hours, M-F |
Business hours, M-F |
Business hours, M-F |
| Availability for Incident Inquiries | Business hours, including weekends & holidays |
24x7 |
24x7 |
| Initial Response Times | |||
| Severity 0 Incidents | Same day |
Two hours |
Thirty minutes |
| Severity 1 Incidents | Same day |
Same day |
Two hours |
| All Other Incidents | Next business day |
Next business day |
Same business day |
| Escalation Protocol | |||
| 1st Escalation |
No
|
No
|
On-duty Engineer |
| 2nd Escalation |
No
|
No
|
VP of Engineering |
| 3rd Escalation |
No
|
No
|
CTO |
| Quarterly white glove technical configuration review |
No
|
No
|
Yes
|
| Custom feature development |
No
|
No
|
Available on demand ($$)
|
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