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Update contacting-cloudflare-support.mdx
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@TracyCloudflare
TracyCloudflare authored Sep 19, 2024
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Expand Up @@ -21,23 +21,23 @@ Cloudflare Support *cannot* perform the following actions:
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 ticket *(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

As a Cloudflare customer, you can contact Cloudflare for support via the community portal or by opening a support ticket, live chat, or phone. Support options can vary depending on your plan.
As a Cloudflare customer, you can contact Cloudflare for support via the community portal or by opening a support case, live chat, or phone. Support options can vary depending on your plan.

| | Enterprise | Business | Pro | Free |
| -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------- | -------- | ----------- | ----------- |
| [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 Ticket](#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** or **Emergency Phone Callback**<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 | Yes | No | No |

* Customers on Free plans are encouraged to utilize our Cloudflare Community and will only receive standard ticket support for billing, account, and registrar issues.
* Customers on Free plans are encouraged to utilize our Cloudflare Community and will only receive standard case support for billing, account, and registrar issues.

***

Expand Down Expand Up @@ -74,18 +74,18 @@ For account security, you must verify your identity and account ownership in the

## Getting help with an issue

To submit a support ticket, follow these steps:
To submit a support case, follow these steps:

1. Browse to [https://dash.cloudflare.com/?to=/:account/support](https://dash.cloudflare.com/?to=/:account/support).
2. Enter the **email** and **password** for your Cloudflare account. Your email needs to be [verified](/fundamentals/setup/account/account-security/login-and-account-issues/) in order to submit a Support ticket.
2. Enter the **email** and **password** for your Cloudflare account. Your email needs to be [verified](/fundamentals/setup/account/account-security/login-and-account-issues/) in order to submit a Support case.
3. Select the appropriate account requiring assistance.
4. Verify that you are now in the Support Portal
5. Choose the category and subcategories that best define your issue
6. Choose the affected domains (if applicable)
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 ticket\*\*
10. Complete the ticket 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.)*
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
Expand All @@ -100,14 +100,14 @@ To submit a support ticket, follow these steps:
* 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 ticket
11. Click **Submit Ticket**
\- Any collaborators whom you wish to be cc’d on the case
11. Click **Submit Case**

\*\* Available to certain plan types only. Refer to chart above for details.

### Accepted file formats in tickets and chats
### Accepted file formats in cases and chats

You can only upload the following file types in a ticket or a chat:
You can only upload the following file types in a case or a chat:

*Image*

Expand All @@ -127,7 +127,7 @@ Please do not upload ZIP or RAR files when sharing HAR files, and please do not
The maximum file size is **20 MB**.
If you need to share a larger file, please provide a link to the file using Google Drive or a similar sharing platform of your choice.

### View open support tickets
### View open support cases

1. Log in to your Cloudflare account.
2. Select *Help Center* from **Support** dropdown.
Expand All @@ -153,7 +153,7 @@ You can also use the **live chat** (Business and Enterprise plans, only) to ask

### How we prioritize your issue

Cloudflare support responds to every ticket received in the following priority order:
Cloudflare support responds to every case received in the following priority order:

* Premium Enterprise
* Standard Enterprise
Expand All @@ -163,7 +163,7 @@ Cloudflare support responds to every ticket received in the following priority o

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 tickets and the associated Service Level Agreement (SLA) or Service Level Objective (SLO). Whenever possible, responses are provided quicker than the noted SLAs.
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

Expand Down

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