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Support

At CacheFly, we’re committed to delivering on our promise of providing our clients with the fastest content delivery network. We understand that our customers must have immediate responsiveness 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.

Always On. Expert Engineers Available 24/7.

Are you sick of outages and other service issues disrupting your business and killing your bottom line? Rest assured. 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 24/7/365 to fix it before you—or end users, will even notice.

Our Support Process

We understand you want immediate responsiveness. That’s why our support experts are there 24/7/365 to immediately resolve issues based on service impact and urgency—at no cost to you.
If you ever have an issue, here’s how we’ll prioritize and handle it.

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1st Escalation: If help desk support is unable to resolve, assigns to a Support Engineer.
2nd Escalation: Support Engineer will respond within SLA.
3rd Escalation: Support Engineer will engage on-call manager.
4th Escalation: If no resolution can be reached, CTO will be assigned to review and resolve the issue.

Knowledge Base

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.

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Need help?  Contact Support

If you are a CacheFly client and have a question about your account or service, begin by mailing us at support@cachefly.com. Alternatively, we offer Live Chat support from 9am-5pm CST.

Our 24/7 unlimited support is included at no additional cost and we offer 100% SLA in guarantee of our service.

 

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