Small SaaS banned by Cloudflare after 4 years of being paying customer

Article summary

A small SaaS company, tardis.dev, was banned by Cloudflare after 4 years of being a paying customer, with their account restricted without warning due to high JSON data transfer. The company uses Cloudflare Workers, which have different terms, and had previously asked about the possibility of being restricted, but was told it would not happen. The restriction caused the company's website and APIs to go down, resulting in angry customers. The company is trying to resolve the issue with Cloudflare support.

Main themes

• Cloudflare customer support
• Terms of service clarity
• SaaS business disruption
• Public customer support
• Company accountability
• Uncertainty and risk

What commenters say

• Cloudflare's actions were unacceptable and damaged the customer's business without prior warning or explanation.
• The company's terms of service are unclear and inconsistent, leading to confusion among customers.
• Cloudflare's customer support is inadequate and only responds to issues when they become public.
• The involvement of high-level employees, such as the CTO, in resolving customer issues is seen as both a positive and negative sign.
• Customers are concerned about the uncertainty and potential risks of using Cloudflare's services, particularly with regards to serving non-HTML content.
• Some commenters believe that Cloudflare's actions are a sign of a larger problem with the company's priorities and values.
• Others argue that the issue is an isolated incident and that Cloudflare is taking steps to resolve it and improve its services.
• The use of public forums, such as Hacker News, as a means of customer support is seen as both effective and problematic.