Skip to content

Update contacting-cloudflare-support.mdx #23200

New issue

Have a question about this project? Sign up for a free GitHub account to open an issue and contact its maintainers and the community.

Sign up for GitHub

By clicking “Sign up for GitHub”, you agree to our terms of service and privacy statement. We’ll occasionally send you account related emails.

Already on GitHub? Sign in to your account

Merged
merged 1 commit into from
Jun 24, 2025
Merged

Update contacting-cloudflare-support.mdx #23200

Changes from all commits
Commits
Show all changes
1 commit
Select commit
File filter

Filter by extension

Filter by extension
Conversations
Failed to load comments.
Loading
Jump to
Jump to file
Failed to load files.
Loading
Diff view
Diff view
19 changes: 12 additions & 7 deletions src/content/docs/support/contacting-cloudflare-support.mdx
View file
Open in desktop
Original file line number Diff line number Diff line change
Expand Up @@ -190,13 +190,18 @@ Below are definitions of the priority levels Cloudflare assigns to cases and the

### 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 - Critical Business Impact: Severe disruption to your business operations. This issue requires immediate and ongoing attention from both Cloudflare as well as yourself as it directly affects revenue, users, or business continuity.
- _Example_: Your websites, applications, or services are completely unavailable or severely impaired across multiple regions or ISPs.
- _Example_: A confirmed, active security attack is causing major disruptions, such as denial of service, data breaches, or account compromises.
- P2 - High Business Impact: Significant but localized service or security disruption. While not a full outage, this issue affects business operations and requires urgent resolution.
- _Example_: A recurring or persistent issue is affecting a portion of your users, such as degraded performance, intermittent outages, or limited accessibility.
- _Example_: A past, confirmed security attack has resulted in measurable impact, requiring investigation and mitigation to prevent recurrence.
- P3 - Moderate Business Impact: Limited service impact or suspected security concerns. The issue does not pose an immediate risk but requires attention for continued reliability.
- _Example_: Your service is operational, but you are experiencing minor disruptions, such as performance fluctuations, unexpected behavior, or non-critical bugs.
- _Example_: A suspected security threat has been detected but is currently mitigated (e.g., an attack that Cloudflare successfully blocked).
- P4 - Low Business Impact: General inquiries and non-urgent requests. The issue does not impact your service availability or business operations.
- _Example_: You are requesting feature enhancements or recommendations for improving security or performance.
- _Example_: You have questions about Cloudflare’s products, documentation, or best practices.

### Premium SLA

Expand Down