zlacker

>>tardis+(OP)
OP, you have garnered a lot of sympathy by the HN community which I believe in part contributed to your problem being resolved. I think it would be fair to provide more info about what the issue was in the end. It's not OK to be like "HN I had a bad experience with Company X" and then be like "k, thx @jgrahamc, bye" when your complaint gets resolved due to the attention it received.

There are so many questions this leaves unanswered:

- Was this a one-off error in Cloudflare's processes? (These things happen on a big enough scale.)

- Were you violating a specific clause of Cloudflare's T&C? How clear was the clause? What did you do to fix this?

- Was the issue that Cloudflare estimated that you're not paying enough given the bandwidth you're consuming? Did you end up signing up for the Enterprise plan?

Transparency would benefit both Cloudflare (in not making people unnecessarily apprehensive about becoming/remaining a customer) and you (in demonstrating that you're handling this issue in a professional and responsible manner).

>>plesiv+Sw
> It's not OK to be like "HN I had a bad experience...

That is rather aggressive?? Maybe thry live in another time zone and are asleep, or have other obligations like school pickup. Given them at least 24 hours to respond. sheesh...

>>nullca+p32
Ok, but it's reasonable to suspect other users might also have had their accounts banned if it had been a systematic outage or ML hiccup, and given there's a 24hr limit to that ban becoming permanent, it's reasonable to expect an update soon as possible, even if that update is just a one-line "our status is X but we still don't know why this happened to us".

>>smcin+jC2
What? no. On the flip side what if their company is convulsing at the possibility of being offline for a few days due to the issue, updating a HN post would be their lowest priority untill they find a solution. Give them a break, OP owes us nothing.

>>nullca+094
Noone said it was their highest priority. But given that HN has a daily stream of horror-stories/complaints from SaaS/cloud/payment users, it would be unreasonable to expect us to wade through them if we don't at some point get a brief follow-up saying what the outcome (and possibly the root-cause) were, and in what timeframe, and how to avoid/fix this for other users, or else which alternative companies to use.

And to requote the OP back to you like I did above, given that customer support told them there's a 24hr limit to that ban becoming permanent and tried to help them get it resolved before then, in this case it was in fact entirely reasonable to expect at least a one-line update within (in this specific case) a day, since either way the outcome would be known.

And in fact here's the OP's followup post: https://news.ycombinator.com/item?id=34721870