Support Helpdesk Availability Issues
Sep 16, 08:31 UTCSep 16, 14:58 UTC
Duration
6h 27m
Impact
Minor
Root cause
Dependency
Cloudflare, 90 days
56 incidents
Affected
Support SiteCloudflare Sites and Services - Support Site
Final update
This incident has been resolved.
Timeline
- Resolved · Sep 16, 14:58 UTC
This incident has been resolved.
- Monitoring · Sep 16, 13:34 UTC
A fix has been implemented and we are monitoring the results.
- Identified · Sep 16, 11:43 UTC
Support portal and live chat support remain unavailable while our helpdesk provider works toward a resolution. We strongly advise holding non-urgent cases until the incident is resolved. Please note that emergency phone support is reserved for P1 and emergency issues. Response times on this backup channel may still be heavily delayed.
- Identified · Sep 16, 10:21 UTC
Support portal and live chat support are still unavailable due to the ongoing helpdesk provider outage. We highly recommend waiting for the incident resolution to submit or update cases. If you have an urgent issue, you can reach out to us on the emergency phone support line but please note that responses might be heavily delayed.
- Identified · Sep 16, 09:11 UTC
Support portal and live chat support are still unavailable due to the ongoing helpdesk provider outage. Customers may still experience issues submitting or viewing tickets/chats, and overall response times may be delayed. Phone support remains fully operational for urgent inquiries.
- Investigating · Sep 16, 08:32 UTC
We are continuing to investigate this issue.
- Investigating · Sep 16, 08:31 UTC
Our helpdesk provider is currently experiencing issues, and as such customers might encounter errors while submitting or viewing tickets. Responses on customer inquiries may be delayed during this time.
More from Cloudflare
Full history| Started | Incident | Impact | Duration |
|---|---|---|---|
| Sep 2500:03 UTC | Issues with Durable Objects | minor | Ongoing |
| Sep 2420:40 UTC | Intermittent 500 errors for backend services on Replicate | minor | 1h 54m |
| Sep 2417:33 UTC | Delays Starting Cloudflare Workers Builds | minor | 3h 19m |
| Sep 2417:26 UTC | Browser isolation session data sync issues | minor | 5h 11m |
| Sep 2415:20 UTC | Cloudflare Access updates delayed | minor | 3h 5m |
| Sep 2410:22 UTC | Customers using BYOIP can have issues updating their BGP prefixes, including advertising or withdrawing prefixes. | minor | 3m |
Also caused by third-party dependency
All| Started | Vendor | Incident | Impact | Duration |
|---|---|---|---|---|
| Sep 1609:48 UTC |  DigitalOcean | Support Portal Service DisruptionDigitalOcean | minor | 11h 21m |
| Sep 417:03 UTC |  Grafana Labs | Degradation of Hosted Grafana in US Central RegionGrafana Labs | major | 3h 39m |
| Sep 416:05 UTC |  Expo | Elevated Linux worker queue timesExpo | major | 15h 4m |
| Sep 115:25 UTC | Grafana Labs | Investigating issues in US Central (prod-us-central-0, prod-us-central-5)Grafana Labs | minor | 4h 54m |
| Aug 3106:26 UTC |  Fly.io | Packet loss in ORDFly.io | minor | 1h 44m |
| Aug 2800:07 UTC |  Snowflake | INC20000150Snowflake | minor | Ongoing |
Sources: vendors' own status pages, published postmortems and SEC 8-K Item 1.05 filings, read daily. Times as reported. Logos via logo.dev; trademarks belong to their owners.