Learn about how to contact Cloudflare Support and how to file a support ticket.

Overview

Before contacting Cloudflare support, understand what information to provide to Cloudflare:

• First review our guidelines before contacting Cloudflare support, and
• Learn how to provide adequate details within your inquiry.

Finally, choose a method of contacting support corresponding to your plan type and whether you have general questions or are experiencing issues.

Guidelines for contacting Cloudflare support

Cloudflare support responds to every ticket received, in priority order:

• Enterprise
• Business
• Pro
• Free

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.

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.

Providing adequate ticket details

If you are filing a support ticket about errors or are requesting troubleshooting assistance, provide details to avoid delayed response:

Problem description:

Timestamp (UTC):

ZoneName/ZoneID:

Problem frequency: always, intermittent, not reproducible

Steps to reproduce problem:  (If the issue occurs behind a login page, also provide temporary test credentials)

Actual results:

Expected results:

Additional info:

• Site URLs that demonstrate the issue
• Specific error messages observed
• A screenshot of the errors
• Relevant logs from your origin web server
• A HAR file captured while demonstrating the issue

Methods of contacting Cloudflare support

There are several methods of contacting Cloudflare support and each is suited to a particular purpose:

• Community - Get help with general questions and basic troubleshooting
• Support Ticket - Troubleshoot issues or errors
• Chat - Ask general questions. Not useful for live troubleshooting
• Emergency Phone - Report emergencies, such as site outages or DDOS attacks.

The availability of each support method also depends on plan type as outlined in the table below:

Community

Community members work around the clock to respond to customer inquiries. Due to support ticket volume, Free customers find community responses faster when compared to filing support tickets. Customers can find many useful community tips for resolving common customer issues.

Support Ticket

All Cloudflare customers can correspond with Cloudflare support via support ticket. Response times depend on plan type and customers on Free plans typically receive faster responses through the Cloudflare community.

File a support ticket via the following steps:

1. Browse to https://dash.cloudflare.com/redirect?account=support.
2. Enter the email and password for your Cloudflare account.
3. Select the appropriate account requiring assistance.
4. The Are you experiencing a problem with Cloudflare? window appears.
5. Click Get more help in the Get additional help section.
6. Select the domains having issues.
7. Enter a one sentence summary of the issue and click Next.
8. Cloudflare checks your domain for configuration issues and provides a summary of identified issues relating to your inquiry.
9. Review the diagnostics information and click Next if your issue remains unresolved.
10. Enter full details of your inquiry or issue in the Description. To ensure your troubleshooting request is not delayed, provide adequate details in the Description.
11. Click Send.

To view all of your open support tickets:

1. Log in to your Cloudflare account.
2. Select Help Center from Support dropdown.
3. Click Sign In if it appears in the top-right corner; otherwise, click on your name or profile picture.
4. Click My Activities & Requests.

Chat

Support via chat is available to Business and Enterprise customers. Chat is a great format for asking specific questions but not for live troubleshooting. To start a chat session, click the Help icon in the bottom right of your Cloudflare dashboard.

Emergency Phone

Cloudflare provides emergency phone support to Enterprise customers.

For account security, you must verify your identity and account ownership in the Cloudflare dashboard before discussing account settings and sensitive details with Cloudflare Support. There are two verification options:

• a single-use token that automatically refreshes every thirty (30) seconds, or
• an authenticator app token on your mobile device.

To authenticate,

1. Log into your Cloudflare account.

2. In the upper right corner of the Cloudflare dashboard, click Support.

3. Click Contact Support. Scroll down to the Emergency Phone Support Hotline - Authentication card.

4. To authenticate using a single-use token, click Get a single-use token. A pop-up window will appear with the token code. The code automatically refreshes every 30 seconds.

5. To authenticate using an authenticator app, click Configure authenticator app and follow the configuration instructions on the following screen. After configuration, the token code will appear in your mobile authentication application.

6. Wait until the Cloudflare Support agent asks for the code before sharing the verification token.

Service Level Agreements and Objectives

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.

Priority definitions

• 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

Premium SLA

• P1 - initial response in 1 hour
• P2 - initial response in 2 hours 
• P3 - initial response in 24 hours 
• P4 - initial response in 24 hours

Enterprise SLA

• P1 - initial response in 2 hours
• P2 - initial response in 4 hours
• P3 - initial response in 48 hours
• P4 - initial response in 48 hours

Business SLO

• 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.