Looking for some input from other users on here. I am beginning to feel somewhat cheated by the promised turnaround times for CF tickets.
The Free tier states a ‘median response time’ for e-mails of less than 24h.
Pro: Less than 4h. (This is the tier I am on)
Business: Less than 2h.
Enterprise: Less than 1h.
There is a notice stating that COVID is causing delays, of an unspecified severity. I fully understand the issue. I am also impacted by COVID, so I can only imagine what an organisation like Cloudflare must be experiencing.
It took 8 days to get a first response. Anyway, it has now been another 6 days. (Remember, on a ‘median’ response time of 4h + COVID delays).
I desperately need a better estimation of how long tickets take to turn around. I would also strongly recommend that the estimates on this page (and related pages) are either removed or updated with massively increased timeframes, to ensure CF’s customers can manage their customers’ expectations.
I have to be able to rely on this information and currently I just can’t at all.
How is everyone else experiencing support at the moment? Is anyone on the Business / Enterprise plans and doing better?
P.s. This message is not intended to push my specific issue in front of the line. I am simply after some input from other community members (or CF representatives) on how long their support queries are taking currently, so that I can tell my customers what to expect.