3 ms·

I think it is a bit harsh to say that the OP was trying to shame anyone. He did post a support ticket. When your domain is "off-line" it is literally a shit hit

by subhro 7y ago

I think it is a bit harsh to say that the OP was trying to shame anyone. He did post a support ticket. When your domain is "off-line" it is literally a shit hit the fan moment, and no one likes to be given the run-around. To combat, hey my issue is always a Sev1 ticket, one can probably institute something like, here is a red button and if you click it, we will charge 100$. If it is indeed an issue that caused you to lose 90%(say) traffic and it was our fault, we will return the money.

packetslave 7y ago
Microsoft used to have this policy (maybe still does) for some support options. It cost $100 to open a case, and if the case was the result of a bug in the product, you got your money back.
- dkersten 7y ago
  Imagine how you would feel though if you were in OP’s shoes, where your DNS entries disappeared and client emails lost, through no fault of your own, but support won’t even listen to you until you pay money.
  - iudqnolq 7y ago
    I think I'd be fine with that? I would trust Cloudflare to pay me back, and I'm already putting something on the line. If it really was my fault this is going to be very embarrassing. Edit: In case it isn't clear from context I'm the OP so I'm pretty sure I know what I feel.
    - londons_explore 7y ago
      Except you can bet that a lot of cases will end up with a battle of back and forth emails arguing over whose fault it was and who should pay the $100. The vast majority of support tickets are the customers 'fault'. They'll be things like setting up DNS records incorrectly, believing they don't need to pay a renewal with their old registrar just because they moved their DNS over to cloudflare, frustrations over cached resources, etc.
      - iudqnolq 7y ago
        (op here) My belief is that I completely transfered everything to cloudflare, paid in advance, and didn't touch it. If this was as much my fault as any of the common tickets you listed I will deeply regret having posted this and will apologise to Cloudflare.

by subhro 7y ago

packetslave 7y ago

Microsoft used to have this policy (maybe still does) for some support options. It cost $100 to open a case, and if the case was the result of a bug in the product, you got your money back.

dkersten 7y ago
Imagine how you would feel though if you were in OP’s shoes, where your DNS entries disappeared and client emails lost, through no fault of your own, but support won’t even listen to you until you pay money.
- iudqnolq 7y ago
  I think I'd be fine with that? I would trust Cloudflare to pay me back, and I'm already putting something on the line. If it really was my fault this is going to be very embarrassing. Edit: In case it isn't clear from context I'm the OP so I'm pretty sure I know what I feel.
  - londons_explore 7y ago
    Except you can bet that a lot of cases will end up with a battle of back and forth emails arguing over whose fault it was and who should pay the $100. The vast majority of support tickets are the customers 'fault'. They'll be things like setting up DNS records incorrectly, believing they don't need to pay a renewal with their old registrar just because they moved their DNS over to cloudflare, frustrations over cached resources, etc.
    - iudqnolq 7y ago
      (op here) My belief is that I completely transfered everything to cloudflare, paid in advance, and didn't touch it. If this was as much my fault as any of the common tickets you listed I will deeply regret having posted this and will apologise to Cloudflare.