What to include in a performance issue ticket

Having a performance related problem with a Fastly service? This article shows what information you need to include in order to get us started debugging performance issues.

Fastly lives and breathes speed so believe me, we want your website to be as fast as you do! For a performance issue here is a list of 5 things that can help us to debug the issue!

Sending us any keys or tokens would be a very bad move, please remove them from your message. 
If it is urgent, make sure you let us know and include all the items below on your ticket. 

1.  What is the full URL?
   
   Please include the host name. If the performance problem is not related to a specific URL and is happening across your service, or even your whole account, please provide your Customer ID (Account ID) or Service ID.
   
   
   
2. Where do you see the performance issue?
   
   Where did you see this or get a report of this performance issue from? This could be on cURL, on the browser, based on RUM data you have collected from end users or from synthetic testing etc.  Please attach any relevant screenshots or logs. If you have already investigated, please share the details with us.
   
   If you suspect it could be caused by a local network issue at your end, visit fastly-debug.com in a browser and share the text part that appears at the top of the page.  
   
   
   
3. How can we replicate it?
   
   This is the key information. If you have not tried to replicate the issue, please do so. The most important aspect of our investigation is being able to replicate the issue. Once you are able to replicate it please send us the instructions in as much detail as possible.
   
   
   
4. What is your expectation?
   
   It is important for us to understand what your expectation is. In other words, what is your definition of good and bad. Are your expectations based on absolute criteria (eg. "we expect TTFB of 50ms or less") or relative (eg. "it seems slower than last week").
   
   
   
5. Additional Information
   
   If you have changed anything recently, please let us know. If it is relevant to your case, output of WebPageTest or real data such as logs may help.
   

Have a wonderful day!  🌸