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My only concern: 7:57 UTC: first reports coming in I noticed this issue quite quickly ("reported" at 7:54 UTC [1]), and I noticed I wasn't alone thanks to Twi

My only concern: 7:57 UTC: first reports coming in I noticed this issue quite quickly ("reported" at 7:54 UTC [1]), and I noticed I wasn't alone thanks to Twitter / X. I tried to get in touch with Cloudflare to report this issue - but I haven't found any meaningful contact other than Twitter. For such an important service, I'm impressed there is no contact email / form where you can get in touch with the engineers responsible for keeping the service up and running. Other than that, kudos for the well written blog post - as always! [1]: https://nitter.net/DenysVitali/status/1709476961523835246 https://nitter.net/DenysVitali/status/1709476961523835246

hackmiester 3y ago
Get what you pay for I guess.
cj 3y ago
This sounds so foreign to my experience. Even when I just had 2 paid domains with Cloudflare, there was real time chat support that seemed to always have an available engineer when something came up. Maybe they don't provide support like that to free users.
- abraham 3y ago
  You have to pay $200/month for access to live chat support. https://www.cloudflare.com/plans/ https://www.cloudflare.com/plans/
- denysvitali 3y ago
  I don't even have a Cloudflare account. You don't need a Cloudflare account to use their public DNS servers
lopkeny12ko 3y ago
Do you truly believe that the turnaround time for you contacting support, speaking to a first-tier support agent, having the request escalated to engineering, having a support engineer triaging it to the right team, and finally having the report being gauged so urgent that it pages the oncall for that team, is faster than automated infrastructure monitoring that the teams already have? For something as core as DNS, I'm sure engineers were aware about the issue within minutes. There's a lot of politics and processes between that and public acknowledgment of an incident.
- denysvitali 3y ago
  The timeline doesn't mention any internal monitor system but "external reports". What I want as an engineer is an engineering contact (similar to a NOC) that "normal customers" aren't aware of. Something as critical as DNS should have that - but maybe I expect too much from a free service.
- hackmiester 3y ago
  But you are sure of this, even though there were no indications in that direction, and several in the opposite.
sambazi 3y ago
> For such an important service, I'm impressed there is no contact email cloud: you are the product, not the customer
- dx034 3y ago
  I don't think that statement makes sense here. In what way is the user of 1.1.1.1 the product? And for cloud services in general, they mostly tend to be subscription or usage based. In both cases, the user is clearly the customer. I get the "you're the product, not the customer" for social networks or ad-based search engines, but certainly not for cloud products.
  - denysvitali 3y ago
    And I wouldn't consider 1.1.1.1 to be a "cloud product". You don't need a Cloudflare subscription to use it
    - sambazi 3y ago
      dude, there's even cloud in the name of the vendor
  - laboratorymice 3y ago
    Might be a stretch for cloud services generally, but for public dns resolvers there's definitely an argument to be made: a) you pay nothing for the service, b) providing the service costs money, c) the provider benefits indirectly from the added insights and market power of user traffic
Wallacy 3y ago
Discord is the place to go. All CF Devs are there. I got on particular fix one time in just a few minutes, and scalated pretty quickly. I got a recomendation fix on my side (a code change on my deployment that cover the problem) and a permanent fix on CF side 4h latter (time that took to changes propagate to all colos)

hackmiester 3y ago

Get what you pay for I guess.

cj 3y ago

This sounds so foreign to my experience. Even when I just had 2 paid domains with Cloudflare, there was real time chat support that seemed to always have an available engineer when something came up. Maybe they don't provide support like that to free users.

abraham 3y ago
You have to pay $200/month for access to live chat support. https://www.cloudflare.com/plans/ https://www.cloudflare.com/plans/
denysvitali 3y ago
I don't even have a Cloudflare account. You don't need a Cloudflare account to use their public DNS servers

lopkeny12ko 3y ago

Do you truly believe that the turnaround time for you contacting support, speaking to a first-tier support agent, having the request escalated to engineering, having a support engineer triaging it to the right team, and finally having the report being gauged so urgent that it pages the oncall for that team, is faster than automated infrastructure monitoring that the teams already have? For something as core as DNS, I'm sure engineers were aware about the issue within minutes. There's a lot of politics and processes between that and public acknowledgment of an incident.

denysvitali 3y ago
The timeline doesn't mention any internal monitor system but "external reports". What I want as an engineer is an engineering contact (similar to a NOC) that "normal customers" aren't aware of. Something as critical as DNS should have that - but maybe I expect too much from a free service.
hackmiester 3y ago
But you are sure of this, even though there were no indications in that direction, and several in the opposite.

sambazi 3y ago

> For such an important service, I'm impressed there is no contact email cloud: you are the product, not the customer

dx034 3y ago
I don't think that statement makes sense here. In what way is the user of 1.1.1.1 the product? And for cloud services in general, they mostly tend to be subscription or usage based. In both cases, the user is clearly the customer. I get the "you're the product, not the customer" for social networks or ad-based search engines, but certainly not for cloud products.
- denysvitali 3y ago
  And I wouldn't consider 1.1.1.1 to be a "cloud product". You don't need a Cloudflare subscription to use it
  - sambazi 3y ago
    dude, there's even cloud in the name of the vendor
- laboratorymice 3y ago
  Might be a stretch for cloud services generally, but for public dns resolvers there's definitely an argument to be made: a) you pay nothing for the service, b) providing the service costs money, c) the provider benefits indirectly from the added insights and market power of user traffic

Wallacy 3y ago

Discord is the place to go. All CF Devs are there. I got on particular fix one time in just a few minutes, and scalated pretty quickly. I got a recomendation fix on my side (a code change on my deployment that cover the problem) and a permanent fix on CF side 4h latter (time that took to changes propagate to all colos)