How do I get a response from support?

[harry.carmichael]

What is the name of the domain?

globalprivatelitigation.org

What is the error number?

no response

What is the error message?

no response to case after escalation - 00985792

What is the issue you’re encountering

no response from support

What steps have you taken to resolve the issue?

Opened ticket July 29 Sev-3 many domains w bad SSL
Updated Aug 7
By Sept 6 had fixed all but 5 domains with persistant retries
Sept 8 2 remaining
Sept 12 1 remaining - escalated case to Sev-2

a week later and no response.

What are the steps to reproduce the issue?

try to get support from Cloudflare

[Walshy]

Hey,

I have asked the team to take a look. Sorry for the delay!

[harry.carmichael]

Thank You - but are there any other options ( if this occurs in the future ), like a phone # ?

only options I have found are :

1. opening a thread in the community
2. escalating to Sev-1

[Walshy]

You should have access to the emergency phone if needed - Contacting Cloudflare Support | Cloudflare Support docs
You can also open a chat and ask for support there.

Additionally, you can ask your CSM to escalate it.

I know the team handling your ticket right now has a bit of a backlog which is why responses are slower - they’re actively working to reduce response times.

[harry.carmichael]

Thank you - the ticket originated in chat - so opening another ticket that way is an option.
I really really try to avoid escalating things to Sev-1 unless they are Production outages.
I will reach out to our CSM, others in the team have been keeping them busy with our onboarding but if they can help get a response from support …