TWITTER

This culture of support and service isn't an accident. Our support processes span the entire company, and are baked into every aspect of the way we do business. We worked hard to build our support infrastructure (our processes are so broadly encompassing and involved that calling our support an "infrastructure" is the only term that feels right) to scale without sacrificing quality, timeliness, or the soul that got Fastly where it is today... Because we're a company founded by operations engineers, for operations engineers, having par-for-the-course (ie: bad) support wasn't acceptable. Fastly's founding team set out to create the support experience they always wanted from a vendor... As an aside, many support teams are avoiding the concept of "scaling support" outright, as "scaling support" often implies cutting corners and removing the human touch that makes so many organizations successful. This should more accurately be considered "scaling support poorly." When Fastly scales..