How we prioritize your issue
Cloudflare support responds to every ticket received in the following priority order:
Cloudflare Support strives to respond to our customers as quickly as possible. Urgent issues (site down, under attack) are prioritized for the quickest response possible. Below are definitions of the priority levels Cloudflare assigns to tickets, and the associated Service Level Agreement (SLA) or Service Level Objective (SLO). Whenever possible, responses are provided quicker than the noted SLAs.
P1 - Service is significantly impaired and unavailable to multiple user locations.
- For example: site down issues or an ongoing attack.
P2 - Repeated inability to use the Service from a single location or localized region.
- For example: a localized denial of service issue. Such issue may be to a single website or even a single server.
P3 - An issue, that whilst potentially service impacting, does not prevent service usage
- For example: purely informational requests, reports, or usage questions, or clarifications regarding documentation, or performance that whilst usable, is considered less than ideal
P4 - General questions related to Cloudflare’s products and services
- P1 - initial response in 1 hour
- P2 - initial response in 2 hours
- P3 - initial response in 24 hours
- P4 - initial response in 24 hours
- P1 - initial response in 2 hours
- P2 - initial response in 4 hours
- P3 - initial response in 48 hours
- P4 - initial response in 48 hours
- P1 - initial response in 8 hours
- P2 - initial response in 12 hours
- P3 - initial response in 72 hours
- P4 - initial response in 72 hours
SLOs for other plans
- Pro SLO - 5 days for all priority levels
- Free customers - No SLAs are offered, but customers are responded to in the order in which their request is received. For a quicker answer, we highly recommend searching or posting on our Community forums.
Guidelines for contacting Cloudflare support
Cloudflare Support cannot perform the following actions:
- Make configuration or account changes on a customer’s behalf,
- Provide sensitive account info over the phone, or
- Troubleshoot or answer questions about domains not associated with the Cloudflare account email address used to contact support.
Do not share any sensitive information, such as passwords, credit card numbers, private keys, or API keys with Cloudflare.
Before notifying Cloudflare of an issue with your site, refer to the Cloudflare Status Page. If reporting issues with your site, ensure to provide adequate details in the support ticket.