Comment by nolverostae
8 months ago
I would be very happy to hear Cloudflare's actual side of this. (Or - it would have been great if they had given their side to us before getting into this mess). The only critical information from our side that I'm aware of is that we're a casino with multiple domains - which is why I put that right at the top. But most of the info should be relevant to any business interacting with CF.
I do admit that I originally drafted this article as a "customer support of last resort", since that seems to work well for CF specifically. But it's too late for that anyways by now - the problem is "resolved" by fire and we don't plan to move back.
I purely posted it now as a precautionary tale for other people because of all the pain it has caused us. So the audience is tech people in most companies of small size that will hit more traffic at some point in the future.
My experience with Cloudflare is that anytime “Trust and Safety” are involved, no one will ever be told anything. Even if it’s a totally benign or even good situation. Even if they find a case in your favor or resolve an issue for you.
Whoever runs that team really, really gets off on being withholding, as Buster Bluth would say.
This seems to be the rule in general with large companies.
They say it's because if such teams don't operate under secret protocols, the "bad guys" will discover the loopholes in them. But I rather suspect that this has more to do with evading legal liability.
I tend to agree with you. Trust and Safety teams make a lot of judgement calls that they don’t want being disclosed because many of those calls are subjective.
Yes and I didn't mean you'd omitted critical information intentionally. It's in the nature of these incidents.