Liaising with [email protected] for real issues is a nightmare, after the first bot auto reply, the second (if it ever comes) human acknowledgement is often as useless as the bot reply, when face with real world issues this and the sometimes multi-day delay becomes a bit of a problem for production planning. When I read horror stories (that are Cloudflare fault) like Custom domain at Cloudflare Pages is stuck in 522 error I then question if I can sanely recommend CF to my customers (paid plans of course).
However, as I read this forum I understand that most issues are not that of Cloudflare, or can be resolved via the documentation (albeit I don’t think the customer should be blame when documentation is poor and the point is buried - cough regex_replace on transform rules), and it must be frustrating for support agents to respond to another SSL is down, or cloudflare is losing 25% packet loss because look at my traceroute from command.com, which are not real issues.
Hence I’d like to propose a priority ticket for say $49/ticket, and only available to those on paid plans, and paid upfront. These skip the first line support agents. If the issue is a cloudflare issue the ticket fee can be refunded.
We need some confident that we can reach useful support when we have a problem, rather than a useless front line response 10minutes before the end of SLA for support (depending on which paid plan).