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Oh, the horror of recommending a public forum. (/s, of course.) A fair number of questions aren't unique - product questions, how to use an API, etc. Someone m

Oh, the horror of recommending a public forum. (/s, of course.) A fair number of questions aren't unique - product questions, how to use an API, etc. Someone may have asked a similar question, in which case you'll find an answer, find it faster than it'll take to hear back from the support team, and it deflects an unnecessary (already answered) ticket. That should be a win all around. Now if you do have a novel question or something account-specific, by all means, open a ticket. There you'll get replies from people who can look up your account and give you specific answers. The ombudsman tip in this post doesn't make a whole lot of sense when the normal support process wasn't really given a chance before making the blog post.

tracker1 7y ago
When your entire site and suite of applications are offline, especially during business hours, waiting who knows how long for a support queue isn't really an option. Outages like this can kill a business or cost millions.
- iudqnolq 7y ago
  (op here). To be fair to Cloudflare a business with millions on the line should be paying a lot more money to Cloudflare than I, a college student with significantly less on the line, would. If I had the option to pay $1,000 right now and get everything back up instantly I wouldn't take it because it isn't worth that much to me.
  - tracker1 7y ago
    I realize that... the issue isn't necessarily tethered to your paying status, and it could just as easily happen to someone with a high value business account.
    - JakeTheAndroid 7y ago
      This is unlikely for a few reasons. 1. If you write into support as an Enterprise customer, you're basically getting an automatic response. 2. Enterprise customers can dial a direct line to support and have this under investigation within minutes. 3. Enterprise customer have a dedicated account manager, and in most cases a Solutions Engineer helped get everything setup. Usually Enterprise domains get locked, so they cannot get caught by linting type services. The likelihood of a domain being removed under those conditions is very low. 4. The most common cause of this type of thing is the Name Servers no longer pointing to Cloudflare, no one noticing for a while. Cloudflare periodically checks to see if a domain is still using CF name servers, and if they aren't they get moved as the assumption is they are no longer on Cloudflare. I don't know that this is what happened here, but it's easily the most common issue on lower tier plans. Enterprise companies often have people monitoring their infra, thus they catch this before Cloudflare conducts the removal of the domain. Source: used to work on the Cloudflare support team.
bigiain 7y ago
> Oh, the horror of recommending a public forum. (/s, of course.) He _tried_ to request help in their recommended public forum, but could not due to login issues. Seems entirely reasonable to me to then go and ask about out in a different public forum?
- bithaze 7y ago
  And then/also submitted a support ticket, unless I'm misunderstanding their post? > I spent some time thinking about if it was fair for me to post this on the same day as I filed a support ticket with Cloudflare.

tracker1 7y ago

When your entire site and suite of applications are offline, especially during business hours, waiting who knows how long for a support queue isn't really an option. Outages like this can kill a business or cost millions.

iudqnolq 7y ago
(op here). To be fair to Cloudflare a business with millions on the line should be paying a lot more money to Cloudflare than I, a college student with significantly less on the line, would. If I had the option to pay $1,000 right now and get everything back up instantly I wouldn't take it because it isn't worth that much to me.
- tracker1 7y ago
  I realize that... the issue isn't necessarily tethered to your paying status, and it could just as easily happen to someone with a high value business account.
  - JakeTheAndroid 7y ago
    This is unlikely for a few reasons. 1. If you write into support as an Enterprise customer, you're basically getting an automatic response. 2. Enterprise customers can dial a direct line to support and have this under investigation within minutes. 3. Enterprise customer have a dedicated account manager, and in most cases a Solutions Engineer helped get everything setup. Usually Enterprise domains get locked, so they cannot get caught by linting type services. The likelihood of a domain being removed under those conditions is very low. 4. The most common cause of this type of thing is the Name Servers no longer pointing to Cloudflare, no one noticing for a while. Cloudflare periodically checks to see if a domain is still using CF name servers, and if they aren't they get moved as the assumption is they are no longer on Cloudflare. I don't know that this is what happened here, but it's easily the most common issue on lower tier plans. Enterprise companies often have people monitoring their infra, thus they catch this before Cloudflare conducts the removal of the domain. Source: used to work on the Cloudflare support team.

bigiain 7y ago

> Oh, the horror of recommending a public forum. (/s, of course.) He _tried_ to request help in their recommended public forum, but could not due to login issues. Seems entirely reasonable to me to then go and ask about out in a different public forum?

bithaze 7y ago
And then/also submitted a support ticket, unless I'm misunderstanding their post? > I spent some time thinking about if it was fair for me to post this on the same day as I filed a support ticket with Cloudflare.