What is going on with Cloudflare support?
The Free tier states a 'median response time' for e-mails of less than 24h.
Pro: Less than 4h. (This is the tier I am on)
Business: Less than 2h.
Enterprise: Less than 1h.
There is a notice stating that COVID is causing delays, of an unspecified severity. I fully understand the issue. I am also impacted by COVID, so I can only imagine what an organisation like Cloudflare must be experiencing.
It took 8 days to get a first response. Anyway, it has now been another 6 days. (Remember, on a 'median' response time of 4h + COVID delays).
I desperately need a better estimation of how long tickets take to turn around. I would also strongly recommend that the estimates on this page[1] (and related pages) are either removed or updated with massively increased timeframes, to ensure CF's customers can manage their customers' expectations.
How is everyone else experiencing support at the moment? Is anyone on the Business / Enterprise plans and doing better?
P.s. This message is not intended to push my specific issue in front of the line, so I won't mention either my account name or ticket number here or to any CF representatives that may respond. I am simply after some input from other community members (or CF representatives) on how long their support queries are taking currently, so that I can tell my customers what to expect. I should also note that I am generally quite fond of CF and their team members, and have had mostly good experiences dealing with them.
[1] https://www.cloudflare.com/plans/