ASPIRES

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 support, we make the conscious effort to preserve the most essential facing aspects. If those aren't preserved, we view the scaling efforts as a failed (but valuable) test and roll back... 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... 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..