Cloudflare terms
Read vendor source (opens in a new tab)Plan coverage
Cloudflare Business plan customers. The Enterprise plan is governed by a separate, non-public agreement, and Free and Pro plans are not covered.
Uptime & credits
- Recorded target
- 100%
- Measurement window
- Calendar month
Service-credit tiers
No credit schedule is recorded here. The agreement may use a formula or another remedy; check the source.
Filing deadline
End of the following month
Confirm the applicable billing or calendar month in the source. Earlier support-notification requirements may also apply.
Conditions & exclusions
Support must be notified within five business days of the incident. This is a separate, earlier deadline than the full claim deadline.
Source wording
the Customer must first have notified Customer Support of the Incident, using the procedures set forth by Company, within five business days following the Incident.
Credits over any twelve months are capped at one month of the customer's cumulative fees.
Source wording
The total amount of Service Credits awarded in any twelve (12) month period shall not, under any circumstance, exceed one (1) month of a Customer’s cumulative total monthly service fees.
The claim must carry network traceroutes and the affected URLs, plus the customer's own affected-visitor counts.
Source wording
Affected Customer Ratio = (Unique visitors as measured by IP address affected by Unscheduled Service Outage) ÷ Total unique visitors as measured by IP address
Evidence to prepare
- Vendor incident source link
Where to file
Vendor support
Cloudflare requires: “To submit a Claim, Customer must contact Customer Support.” The document names no portal URL or email address.