cloudflare · kodster28 · Jan 17, 2025 · Jan 16, 2025 · Jan 16, 2025 · Jan 16, 2025
@@ -4,26 +4,25 @@ source: https://support.cloudflare.com/hc/en-us/articles/200172476-Contacting-Cl
 title: Contacting Cloudflare Support
 sidebar:
   order: 1
-
 ---
 
 ## Guidelines for contacting Cloudflare support
 
-Cloudflare Support *cannot* perform the following actions:
+Cloudflare Support _cannot_ perform the following actions:
 
-* Make configuration or account changes on a customer’s behalf
-* Provide sensitive account info over the phone
-* Troubleshoot or answer questions about domains not associated with the Cloudflare account email address used to contact support
+- Make configuration or account changes on a customer’s behalf
+- Provide sensitive account info over the phone
+- Troubleshoot or answer questions about domains not associated with the Cloudflare account email address used to contact support
 
 :::caution
 
 **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](https://www.cloudflarestatus.com/). If reporting issues with your site, ensure to provide adequate details in the support case *(refer to [Getting help with an issue](#getting-help-with-an-issue) for more information)*.
+Before notifying Cloudflare of an issue with your site, refer to the [Cloudflare Status Page](https://www.cloudflarestatus.com/). If reporting issues with your site, ensure to provide adequate details in the support case _(refer to [Getting help with an issue](#getting-help-with-an-issue) for more information)_.
 
-***
+---
 
 ## Methods of contacting Cloudflare support
 
@@ -33,11 +32,11 @@ As a Cloudflare customer, you can contact Cloudflare for support via the communi
 | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------- | -------- | ----------- | ----------- |
 | [Community](https://community.cloudflare.com/)<br/>Join the community to ask basic troubleshooting questions and to view the latest resources (such as tips for resolving common issues and configuration guidance). | Yes        | Yes      | Recommended | Recommended |
 | [Discord](https://discord.cloudflare.com/)<br/>Join the Discord community to ask basic troubleshooting questions (mainly focused on the Developer Platform).                                                         | Yes        | Yes      | Recommended | Recommended |
-| [Support case](#getting-help-with-an-issue)<br/>Use to troubleshoot specific issues or errors. Response times depend on your plan.                                                                                 | Yes        | Yes      | Yes         | No\*        |
+| [Support case](#getting-help-with-an-issue)<br/>Use to troubleshoot specific issues or errors. Response times depend on your plan.                                                                                   | Yes        | Yes      | Yes         | No\*        |
 | **Chat**<br/>Use to troubleshoot specific issues or errors. Response times depend on your plan.                                                                                                                      | Yes        | Yes      | No          | No          |
-| **Emergency Phone** <br/>Use phone support to reach out during emergencies such as site outages or DDoS attacks. | Yes | No | No | No |
+| **Emergency Phone** <br/>Use phone support to reach out during emergencies such as site outages or DDoS attacks.                                                                                                     | Yes        | No       | No          | No          |
 
-***
+---
 
 :::note
 
@@ -47,12 +46,12 @@ Customers on Free plans are encouraged to utilize our Cloudflare Community and w
 
 ## Verifying your identity
 
-*(For Enterprise Emergency Phone Support)*
+_(For Enterprise Emergency Phone Support)_
 
 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](/fundamentals/setup/account/account-security/2fa/#configure-totp-mobile-application-authentication-for-two-factor-cloudflare-login) on your mobile device.
+- a single-use token that automatically refreshes every thirty (30) seconds, or
+- an [authenticator app token](/fundamentals/setup/account/account-security/2fa/#configure-totp-mobile-application-authentication-for-two-factor-cloudflare-login) on your mobile device.
 
 ### Authenticating your account
 
@@ -62,7 +61,7 @@ For account security, you must verify your identity and account ownership in the
 
 ![](~/assets/images/support/contact-cloudflare-menu.png)
 
-3\. On the right-hand panel there is a section for *Emergency Phone Support Hotline*.
+3\. On the right-hand panel there is a section for _Emergency Phone Support Hotline_.
 
 ![](~/assets/images/support/Screen_Shot_2022-09-28_at_11.41.37.png)
 
@@ -74,7 +73,7 @@ For account security, you must verify your identity and account ownership in the
 
 6\. When calling the emergency phone line, you can authenticate automatically by entering your ID and Code when requested.
 
-***
+---
 
 ## Getting help with an issue
 
@@ -89,21 +88,21 @@ To submit a support case, follow these steps:
 7. Enter a detailed summary of the issue you’re experiencing.
 8. Review the right-hand panel of the Portal for recommended resources and for troubleshooting guides resulting from diagnostics run against your domain.
 9. If the provided resources did not solve your issue, click Add more details to submit a case\*\*
-10. Complete the case submission fields as completely as possible with the following information. *(**Please note** that missing information will increase the time it takes to resolve your issue and our team may not be able to investigate without enough information. Please review [Gathering information for troubleshooting sites](/support/troubleshooting/general-troubleshooting/gathering-information-for-troubleshooting-sites/) and make sure you include all needed information.)*
-    \-   A detailed description of the issue with the following information:
-    * Timestamp (UTC)
-    * ZoneName/ZoneID
-    * Problem frequency
-    * Steps to reproduce the issue, with actual results vs expected results
-      \-   Any necessary information for a technical investigation
-    * A description of the actual results vs expected results
-    * Steps to reproduce the issue, with example URLs 
-    * Exact error messages
-    * HAR files
-    * Screenshots
-    * Relevant logs from the origin web server
-    * Output from [test tools](/support/troubleshooting/general-troubleshooting/gathering-information-for-troubleshooting-sites/) such as MTR, traceroute, dig/nslookup, and cURL
-      \-   Priority level, impact to service / production
+10. Complete the case submission fields as completely as possible with the following information. _(**Please note** that missing information will increase the time it takes to resolve your issue and our team may not be able to investigate without enough information. Please review [Gathering information for troubleshooting sites](/support/troubleshooting/general-troubleshooting/gathering-information-for-troubleshooting-sites/) and make sure you include all needed information.)_
+    \- A detailed description of the issue with the following information:
+    - Timestamp (UTC)
+    - ZoneName/ZoneID
+    - Problem frequency
+    - Steps to reproduce the issue, with actual results vs expected results
+      \- Any necessary information for a technical investigation
+    - A description of the actual results vs expected results
+    - Steps to reproduce the issue, with example URLs 
+    - Exact error messages
+    - HAR files
+    - Screenshots
+    - Relevant logs from the origin web server
+    - Output from [test tools](/support/troubleshooting/general-troubleshooting/gathering-information-for-troubleshooting-sites/) such as MTR, traceroute, dig/nslookup, and cURL
+      \- Priority level, impact to service / production
       \- Any collaborators whom you wish to be cc'd on the case
 11. Click **Submit Case**
 
@@ -113,17 +112,17 @@ To submit a support case, follow these steps:
 
 You can only upload the following file types in a case or a chat:
 
-*Image*
+_Image_
 
-* png, jpg, gif, ico, tiff
+- png, jpg, gif, ico, tiff
 
-*Video*
+_Video_
 
-* mp4, avi, webm
+- mp4, avi, webm
 
-*Text*
+_Text_
 
-* har, txt, csv, eml, css, html, json, tf
+- har, txt, csv, eml, css, html, json, tf
 
 Cloudflare Support only accepts the WARP diagnostics as compressed files.
 Please do not upload ZIP or RAR files when sharing HAR files, and please do not share compressed documents like DOCX, XLSX or PPTX.
@@ -146,7 +145,7 @@ If you need to share a larger file, please provide a link to the file using Goog
 4. Select the case you want to add participants to.
 5. Enter their email in the `Case Participants` box in the top right and click **Add**.
 
-***
+---
 
 ## Live chat support
 
@@ -159,48 +158,68 @@ You can also use the **live chat** (Business and Enterprise plans, only) to ask
 5. The **Live Chat** screen will appear. Use the search field to check for answers to your questions:
 6. If the results didn't answer your question, press the **Live chat** button and start typing your message to chat with a Technical Support Engineer.
 
-***
+---
 
 ## Service Level Agreements and Objectives
 
 ### How we prioritize your issue
 
 Cloudflare support responds to every case received in the following priority order:
 
-* Premium Enterprise
-* Standard Enterprise
-* Business
-* Pro
-* Free
+- Premium Enterprise
+- Standard Enterprise
+- Business
+- Pro
+- Free
 
 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. Please explicitly specify the priority level and impact to your production service when reaching out to Cloudflare support.
 
 Below are definitions of the priority levels Cloudflare assigns to cases 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 in multiple user locations.
-  * *Example*: site outage issues or an ongoing attack.
-* P2 - Repeated inability to use the Service from a single location or localized region.
-  * *Example*: Localized site outage. These issues may be with a single website or even a single server.
-* P3 - Issues that may impact service performance or user experience but do not prevent service usage; account-related queries.
-  * *Example*: slow performance issues, information requests, or usage questions.
-* P4 - General questions related to Cloudflare’s products and services
+- P1 - Service is significantly impaired and unavailable in multiple user locations.
+  - _Example_: site outage issues or an ongoing attack.
+- P2 - Repeated inability to use the Service from a single location or localized region.
+  - _Example_: Localized site outage. These issues may be with a single website or even a single server.
+- P3 - Issues that may impact service performance or user experience but do not prevent service usage; account-related queries.
+  - _Example_: slow performance issues, information requests, or usage questions.
+- 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
+- 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
+- P1 - initial response in 2 hours
+- P2 - initial response in 4 hours
+- P3 - initial response in 48 hours
+- P4 - initial response in 48 hours
 
 ### SLOs for other plans
 
-* PAYGO and 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](https://community.cloudflare.com/).
+- PAYGO and 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](https://community.cloudflare.com/).
+
+## Supported languages
+
+For Enterprise support, Cloudflare provides support in English, but makes a best effort to offer help in the following languages:
+
+- Chinese
+- English
+- French
+- German
+- Japanese
+- Portuguese
+- Spanish
+
+## Supported regions
+
+Cloudflare offers worldwide support, which covers:
+
+- Asia-Pacific
+- Europe, Middle East, and Africa
+- North and South America