Could this be explained by something like “there was some bug causing this person’s config to be in a weird state (on the cloudflare side), and changing the pay

Could this be explained by something like “there was some bug causing this person’s config to be in a weird state (on the cloudflare side), and changing the payment tier merely gave the system a kick that got it out of the bad state? After all, the person payed $20pm not because they thought it would give a better reliability but because they wanted better support for a weird issue. I’m not really very appalled by the idea that free users don’t get great support.