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We are using Cloudflare enterprise as well and have a phone number to call, including an SLA for P1 support tickets, which I believe is 2 hours. [0] Never had
by llama052 3y ago
We are using Cloudflare enterprise as well and have a phone number to call, including an SLA for P1 support tickets, which I believe is 2 hours. [0]
Never had any issues with receiving solid support but our account manager has been super good. I will say there's been a lot of turnover after they went public but overall the service has been solid for our use case. (delivering terabytes of peer data and analytics a month)
Have you brought any of these issues or concerns up to your account manager? Curious if they had any ways to help.
[0] https://www.cloudflare.com/enterprise_support_sla/ https://www.cloudflare.com/enterprise_support_sla/
- wanqu 3y agowhere to find account manager? i don’t think we have one … this might be a mistake from them or us that we didn’t get one account manager at the beginning … is the phone number you use on the cloudflare website? or is it from some private conversation in email threads with your account manager? we might do the enterprise plan wrong …
- twunde 3y agoYou may want to double-check your plan to ensure you're not on Business or Pro. If you are indeed on the Enterprise plan, information about your account manager and contact plans should have been in the onboarding PowerPoint they serve as part of the setup. If you don't have that, I'd follow the instructions in https://developers.cloudflare.com/support/troubleshooting/general-troubleshooting/contacting-cloudflare-support/#getting-help-with-an-issue https://developers.cloudflare.com/support/troubleshooting/ge... I'd also consider opening a ticket asking about your account manager.