Cloudflare

Because of the lack of no live chat for non-paid customers. Sometimes I need urgent help on the Cloudflare engineering team. That is to solve an issue on their Cloudflare platform. The FAQ and the Cloudflare community forum take to much time to find the answer, and setup it manually up.

They responded promptly to any of our querries and provided all the necessary information for our business

Cloudflare has been supportive of its customers in all price ranges without differentiation and discrimination and provided quality support throughout the lifecycle of product onboarding and usage.

We had to reach out to Cloudflare support for a caching related issue. The matter was resolved within an hour.

The instructions said to skip this step if you have never contacted support before, we have never had to contact technical support (it just works!) but did contact them on setting up billing information. There was very fast turnaround with our issue (it ended up being a data entry issue on our side). The support was polite, efficient, clear and extremely fast. I have no doubt that the technical support will be as proficient as can be seen in the quality of the product, the supporting blog posts, and the frank public lookbacks they do when an issue has occured, unlike many who would be tempted to hide it under the rug.

We really like to talk to a person on the phone or using chat. But the system is very slow and sending to much email to get the issue solve.
Something we don't like to spend time writing on the community forum our issue because we don't want to share detail information of our POC.

I have not needed the Cloudflare support yet

Many blogs are not on the roadmap or implemented.
Many questions are not answered or find out in Discord.
Missing 1-1 chat FAQ like Dropbox for many un-clear architectures or new things.

Never had to reach out to Cloudflare support.

They have a live and responsive community in Discord

Prompt and meaningful support in case of urgency and complexity of the issue. Cloudflare support team works 24/7 to resolve the issues completely. The trust & safety team also gives quick support to solve the problem. Used Io to get replies quickly. Cloudflare support team resolves many critical issues without wasting important time.

Prompt Support

Good support

We are a Cloudflare Enterprise customer. That said, support has sometimes been a challenge when we've needed it. On the very rare occasions, we've needed immediate help, they've been very responsive. But when it comes to learning how to use new features or understand which ones would be helpful for us, or debugging non-critical but lingering issues, they haven't been great. I would like to see more hand-holding for bigger customers when it comes to the more complex aspects of their products.

I only needed to open one ticket, which was answered quickly.

We have never had to contact support.

Good technical support and account management

There is room for improvement especially due to localization

Based on my past experience, Cloudflare support need a room for improvement, They need to more listen to customer problem and reproduce their pain point. Couple of times contacting their support, they are unable to quickly respond to the customer problem and long time to resolve.

Cloudflare support presence has been there during the implementation and help was eagerly provided where needed. Solution finding for special cases and difficulties experienced is prioritized and troubleshooting sessions setup in order to discuss, diagnose, and also to test possible solutions and implement if successful. As mentioned, support has been on the level you'd expect to see when dealing with one of the top providers.

I have always gotten quick responses from their team. They have answers and solutions for anything I've asked about. I mostly never had to even ask for support and everything has just worked.

I am satisfied but feel there is room to improve.

Sometimes is hard to have a good interaction with the support requiring us to reach the account manager.