Cloudflare Support Matrix

 

Technical Support	PAYGO Non contract	Standard (Enterprise)	Premium C <$100K	Premium B $100K-$749K	Premium A $750K+
24/7 ticket/chat	✔	✔	✔	✔	✔
Emergency Phone Support Hotline		✔	✔	✔	✔
Prioritized Case Handling Access to global, pool of experienced Support Engineers for faster, expert resolution 24x7x365 Enhanced initial and next reply time SLAs			✔	✔	✔
Support in Mandarin 24/7/365 ---- not available yet, no date for availability			✔	✔	✔
Proactive status updates for incidents via Status Page subscription (set up by SE in onboarding)				✔	✔
Premium Support Guide (created by CSM/SE) referenced in every ticket					✔
Designated Incident Response Team Reactive Tiger Team (might be different personnel each time) for P0/P1 or special events when requested via a Zendesk ticket Support via Slack (or other business communication platforms, if approved by security)  Executive escalation path available during major incidents (Otto or Harnish)					✔
Proactive Monitoring and Alerting ("Sentinel")					✔
Customer Support Initial Response SLA
P1 - Urgent	None	<2 Hr	<1 Hr
P2 - High	None	<4 Hr	<2 Hr
P3 - Normal	None	<48 Hr	<24 Hr
P4 - Low	None	<48 Hr	<24 Hr