Cloudflare has the worst support, for a company of its size, I have ever seen in my 30 years in IT. They completely bungled our domain registration transfer to their managed registrar service and had our very busy service down for almost a day because they are so unavailable for support, even when paying for a business plan.Since you have no access to make any changes to your domain registration (modify, change, register authorized name servers), you are completely dependent on CF.We are now trying to move our domain away, but they have it locked, and have not responded to the many tickets we have put in to unlock it. You can't call or chat with the domain register team, you can only submit tickets - that go unanswered.We talked to four techs over chat, over the course of our outage and even called their "under attack" phone line. The phone in attempt was of no use unless you are on an enterprise plan, even then, the person answering, who sounded more like a answering service employee, since she could not answer basic service questions and thought there was no support on weekends for our paid plan and told us we had to email support@cloudflare - which promptly returned a " we no longer accept messages here" type of response.The first three techs did nothing except escalate the issue which they confessed would probably not be picked up for 24 hours. The fix was simple, to register the authoritative name servers, and we could have done it in a matter of minutes, had we not subscripted to CF's managed domain registration service.They have some great features but lack basic customer support and their web support platform sucks. The platform is configured so that AI is your first-tier support team. It takes 5 minutes to create a ticket, with all their required fields, and then they automatically lowered the priority on our tickets, to low when they were submitted as urgent, and then auto closed them without minutes without any interaction with us.Never make the mistake we did by trusting CF. They apparently don't know how to register authoritative name servers when using their own vanity DNS servers and their domain registration service (through Verisign).We learned a valuable lesson, if you are going to use CF, always have backup plan to compensate for the horrible support - even on a business plan. A colleague of mine, that subscribes to the Enterprise plan, said their quality of support is no better, so I guess it applies to even their most expensive plan.Sad.3/19/25 Update: Another DNS outage. CF just randomly populated our previous register, and the previously registered Name Severs as authorities and marked our domain as "moved" in their system.So far, three DNS outages and counting. They finally allowed us to classify our ticket as urgent and not let their support platform downgrade the ticket to low.However, classification does not seem to matter, its been 72 hours since the ticket was reclassified to Urgent by CF techs, and nothing by crickets.
