You’re more than just a ticket number
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.
Always on. Expert engineers available 24/7/365
Are you sick of outages and other service issues disrupting your business and killing your bottom line? Say goodbye to that. 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 end users, will even notice.
Our support process
We understand you want an immediate response. That’s why our support experts are always on 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:
If help desk support is unable to resolve, they assign to a Support Engineer.
Support Engineer will respond within SLA.
Support Engineer will engage on-call manager.
If no resolution can be reached, CTO will be assigned to review and resolve the issue.
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.
If you are a CacheFly client and have a question about your account or service, begin by emailing us.
Our 24/7 unlimited support is included at no additional cost. And we offer a 100% SLA guarantee of our service.