Cloudflare took down our website | Hacker News Reader

Cloudflare took down our website

robindev.substack.com

1,044 pointsnolverostae466 comments

As far as I can tell, the issue with this is:

OP runs a casino/gambling site. Gambling is a regulatory mess (I have spent far too long dealing with this as an RNG supplier), and so it's very hard to comply with every jurisdiction, and each one needs you to prove compliance to operate in that jurisdiction.* Gaming companies spend a lot on compliance and tracking, but since the internet is the internet, it's pretty hard to enforce perfectly, so some countries and ISPs take this into their own hands.

Due to that, IPs hosting gambling and gaming sites often get regionally blocked by internet providers or otherwise flagged as hosting illegal content. Those regional blocks consequently affect the reputation score of the IP, and if you are a traffic aggregator like Cloudflare, can cause other customers to have issues. One of the most aggressive and annoying regulatory environments for gambling companies is the US, so it's very possible Cloudflare has had some trouble due to gambling use of their IPs in states in the USA.

Cloudflare wanted them to use the BYOIP features of the enterprise plan, and did not want them on Cloudflare's IPs. The solution was to aggressively sell the Enterprise plan, and in a stunning failure of corporate communication, not tell the customer what the problem was at all. The message from Cloudflare should have been "Enterprise plan + BYOIP or ban, and maybe we'll work with you on price" but it was instead "you would really like the Enterprise plan."

*As an aside - we're lucky in that respect being a tech supplier with relatively uniform rules, but our customers (the gaming companies) get the short end of the stick here.

I also wonder if the company in the article didn’t know that (either by reading between the lines as you did or via other correspondence they didn’t mention) and weighed that in their decision to go with Fastly.

BYOIP isn’t just expensive—if your content is bad for IP reputation the time-to-flagging of your IPs is going to be way shorter on BYOIP than on shared IPs due to there being less dilution. And that’s without getting into the challenges around rotating/renting IPs on a continual basis.

I do agree that CF did not communicate that well or professionally—if the sales emails are the only comms that happened here.

I think it is possible that the company posting this didn't realize that this might be the issue, but you are right that they may know. It may have been a small company, even doing that much bandwidth. Online gambling sites tend to push an entire video game when you are playing on their site.

Many gambling companies are fine just doing BYOIP or running dedicated hosting infrastructure that is on providers who are explicitly running hosting for that industry (although they are moving to cloud). There is a good reason this separate infrastructure exists. In general, I would not assume they are rotating IPs: this is not a scam, it's a business, and they are largely fine with being blocked in places where they can't legally operate.

BYOIP is reasonable, though I doubt anyone actually does legislation blocks by IP. Since like half of companies on the internet use Cloudflare or other multi-tenant infrastructure everyone is aware that you can't block an IP address and hit one target. The only thing I've seen is DNS blocks (both DNS protocol directly and based on TLS SNI).

FYI, we also fully block users from the US (due to regulations).

My problem here is mainly the unprofessional communication and huge mess of mixing "compliance" with sales, without giving any clear information or options. And then the removal of our account without warning while we were still talking to them.

You would be surprised how big of a hammer ISPs will use when they are told to hit something. They live in a very different world than many modern web software companies - they are the plumbers for lots of things you take for granted, and look at the world the way a plumber does. Thanks to TLS, the plumbers can't see the HTTP headers to figure out what's actually flowing, so they sort of end up whacking all of it.

Generally, low-reputation IP addresses are associated with scams, spammers, and other similar things. Gaming somehow gets lumped into this bucket in some jurisdictions, but that hurts you worldwide (similar with other "sin businesses" like porn). These blacklists get published (I think there's some parts of BGP that make this happen, but I'm not quite sure what the mechanism is), and being on any one of them hurts your traffic everywhere because it becomes suspect.

I agree with you that this mix of compliance, engineering, and sales is gross. If this was the issue, they should have just told the OP.

It will be interesting to see. Just for completeness, Fastly is not requiring us to BYOIP or anything unless it causes them actual problems, which so far it hasn't. I'm sure they also have other similar businesses to ours so they should have some experience.

I guess I'll see in a while if this was also just a sales tactic from Cloudflare or not.

Yeah, I also assume that any sane CDN of this size has enough IPs that they can reserve a /16 or so for their "risky" customers (each deployment needs a /24, usually, so /16 gets you 255 regional sites). If Fastly has no problems or can otherwise quarantine you, there's no good reason for the BYOIP demand.

While they absolutely shouldn't ban IP for reasons you said, some do that anyway.

The most (in)famous case is China's GFW which banes IPs all the time. Yes, other websites often get accidentally blocked, but they don't care. Moreover, you can't even communicate with them because there are no official legal regulations. This is something what any CDN or cloud providers have to deal all the time.

There are numerous official legal regulations and decisionmaking bodies pertaining to the GFW. What do you mean?

CCP does what they want, the “regulations” are meaningless.

>I have spent far too long dealing with this as an RNG supplier

Is there much of a market for that? I thought random.org had it all sewn up.

Gaming machines are highly regulated, almost like medical devices.

There are seals on the hardware, any modification must be approved, you must certify that the payout is the expected one, ...

I'd say worse than medical. As long as it works and doesn't fail, no one will give a fuck about medical hardware or the condition it's in. Just look at your average GP's ultrasound, it's probably older than the GP themselves is.

Gambling however, you constantly have government auditors and the tax office crawling up your literal arse to make sure you don't cheat the gamblers, or worse, the government out of their money. And in some cases, add the mob or other criminals on top who also want their cut.

Yep, governments can change, and the new one can decide to crank up the regulation too.

Pretty sure it's your figurative arse but potato, pot-ahh-toh

Literal. Gotta make sure you're not hiding any numbers in there.

Gambling is shady to begin with. It’s easy to say that all businesses only care about money, but gambling is pure greed, from both the customer’s and proprietor’s perspectives. Sure, there is greed in medical but gambling is ONLY greed.

It's worse than medical devices, at least for the final machines and software.

For components in the path of money flow (payment processors, RNGs, hosting, etc.), it's similar.

No, random.org isn't in that market at all, aside from doing some drawings local to them and unofficial games.

I think we are only one of ~3 TRNG suppliers who have been audited. Many games don't use a TRNG, though.

Since it uses atmospheric noise, you can also influence the numbers from random.org by transmitting radio waves in the area nearby - the operator of random.org has mentioned that there's so much RF activity that he is concerned about whether the bits are still random. A final issue is that they are also so low-volume that they probably can't get enough test data for the required audits (which can be a lot of data).

To underscore the volume question: Random.org used to have a running count of bits generated. The counter wasn't monotonic (before it broke in ~2015-2019), but the peak value I saw when I checked archive.org was about 250 GiB total since 1998 (that was in 2015). That is one quarter of the size of our "light" qualification test ("heavy" is 16 TiB). The RNG auditors also take O(100) megabytes for each audit, which would be a significant fraction of random.org's output.

honestly this is fascinating to me, I was curious too and upon searching "RNG Supplier" I couldn't find anything, 3 supplies in the whole world is a crazy supply-side industry!

I was just curious to see what a landing page of a RNG supplier looked like, how do you even do sales for such a thing? With 3 players I guess it's just something you know in the industry and those partnerships are likely long-lived, right?

niches like this fascinate me for some reason!

> Is there much of a market for that?

I don't think it's a huge market, but state-run lotteries around the world need good random number generators for games without physical balls (like Keno for example).

I've talked with people that have created RNGs (rather than buying off-the-shelf solutions) and it sounds like soul-crushing work - mostly due to dealing with the government regulators that need to give final approval before the RNG can actually be put into production.

>The solution was to aggressively sell the Enterprise plan

A demand for 120k upfront or else bad stuff happens is by no reasonable definition "selling", aggressive or otherwise

Sounds like something Sammy The Bull would be sent to do, not the sales team.

It almost sounds like you are excusing them. Asking people to switch to the enterprise plan and bring your own IP is reasonable, but not on a timeline of 24h, and trashing their account when they tell you they are talking to a competitor makes me feel like I should flee Cloudflare services with all haste.

> and trashing their account when they tell you they are talking to a competitor

That is just a story they have made up. They don't know why Cloudflare shut their account down. I reckon the Fastly "reason" is likey a red herring.

It does not really matter, the 24h deadline is incredibly unprofessional. And deleting their account even more so.

I think the lesson here is to be as provider agnostic as possible and have a backup plan in case your current provider decides they don’t like you anymore or they just delete all your data just because they can.

Maybe the first couple of weeks there was a misunderstanding, but by May 7 it was clear what the situation was. They was told they need BYOIP through and enterprise plan; they just didn't want to pay for it.

This is just how people communicate now in the business world. It's up to you to read between the lines.

One thing I've learned to be wary of on the job is "do you need help?" That phrase is often code for "You are not performing up to our expectations. This is your first and only warning. Get in shape or get out."

Poor communication is worse than no communication.

Ok, I have to ask: are you a Random Number Generator (RNG) supplier, or a Renewable Natural Gas (RNG) supplier, or some other kind of supplier??

Considering they mentioned working with gambling/casinos, I would assume random number generator. Which may seem somewhat trivial to build a business around, except if you’re in a highly regulated industry like gambling that regulates the implementation of randomness (and probably requires auditing and other complicated things like that). I would love to read a blog post on all the complexities at here.

The way Cloudflare approaches situations like this is not ideal for anyone.

You start using the service and don't pay a lot, so you make plans around a certain level of expenses. Then out of the blue you receive an "urgent" email from a sales representative and suddenly you have to go from $20 or $250 to $thousands right away.

Obviously it's not in CF's interest to keep a customer that doesn't pay enough, but dropping a "bomb" on the customer and make them feel like they're about to be kicked out from the service makes the customer lose trust on CF.

CF can probably match Fastly's price. If they had acted differently in this and other similar situations, they could keep the customer, be paid more, trust wouldn't be affected, and there would be no bad PR here.

Since the CF management that posts on HN usually say this is not supposed to happen, perhaps someone needs to sit down and look at the incentives sales reps have? Even if you don't care about the customers, this is affecting the CF brand a lot.

> but dropping a "bomb" on the customer

Why on earth any company would jump from $250 to $10k per month unless they had a gun to their heads? Even if their revenue is to the millions/billions (which most likely is considering the nature of their business). They work for their own profit, not Cloudflare's.

The point is it doesn't have to be a "gun to their head". It just needs to be a serious of emails, calls and negotiation.

I'll be they are now paying Fastly a lot closer to $10k/month than $250/month

No one wants to pay more, but if they do it in a way that makes their customer run to a direct competitor and not want to come back, then maybe there's something wrong with their approach.

We only have one side of the story here, but it's not the first time I've seen posts/comments about these emails from Cloudflare and the messy communication that follows. As a business customer, I really hope I don't have to deal with any of this.

Seems pretty reasonable if the $250/mo plan is costing Cloudflare close to or more than that amount of money due to any loophole or other unforseen expense in the plan.

What seems interesting to me is just what the loophole is and how many other business are also on the radar for this drastic pricing change. Are there other goodwill discounts Cloudflare is ready to start collecting on, or does the gambling site represent a unique situation?

have you seen the twitter post from Gamdom about mentioning the fastly quote in negotiations? they were taken down instantly. It doesn't sound safe to mention competitors with them or even exercise the prospect of leaving

I will remind HNers: is Cloudflare not the company that leaked sensitive data through cache files that were indexed by at least Google, and when the tech community were up in arms about the massive leakage of sensitive data, the CEO’s strategy was to turn up here and criticise Google for not deindexing quickly enough?

You get what you pay for.

I remember them criticising Google for not being faster at removing cached files. I don't remember them blaming Google for their screw up.

And let's be honest, if a big provider wants to offer cached versions of pages, they probably should have a way to purge those files in case there's a problem (eg: malware).

> I don't remember them blaming Google for their screw up.

You're putting words into my mouth.

I'm not sure what you were expecting people to take away from your message, with the way that it is worded. It may not have been the intent, but the particular way you expressed your point heavily implies it.

I wrote what I wrote. He came here and in his only comment, criticised Google for not being quick enough.

That is all I wrote and all I meant.

https://news.ycombinator.com/item?id=13718752#13721644

I don't much care if words are being put in my mouth but I do point it out.

But then again as Maya Angelou said:

"When someone shows you who they are, believe them the first time."

What you wrote is that "the CEO’s strategy was to turn up here and criticise Google for not deindexing quickly enough".

The CEO replied to someone asking about the services they were working with and complained about Google taking longer than the others. Maybe we're reading his comment in a different way, but to me there's a big gap between what he did and having a "strategy" to blame Google.

Cloudflare's CTO (jgrahamc) was on that thread too and didn't spend his time criticising Google. He wasn't hiding or saying "look over there instead!".

So I don't see any strategy from the CEO, CTO or the company to criticise Google or to ignore the fact that CF had f'ed up. Pointing out that Google was slow to remove cached pages is, in my view, a valid criticism.

Now, if you said that they had a strategy to minimise the problem, then I'd agree with you.

For someone getting very aggressive for words "being put in your mouth", you're not really paraphrasing that Cloudflare CEO very fairly.

He was specificity responding to someone complaining it's still in Google's cache, by stating that "The caches other than Google were quick to clear [..] I agree it's troubling that Google is taking so long.".

By leaving out this context, and phrasing it a "strategy", is not a fair paraphrasing. These bits matter. Two things can be true at the same time: 1) Cloudflare messed up, and 2) Google is very slow to deal with this, and also messed up. Indexing all of the web comes with some responsibilities.

Please apply the same standards to yourself that you impose on others with such aggression and hostility.

The context in which Cloudflare was saying it was that a team at Google was the one to discover the issue in the first place. That's why that particular comment was taken so uncharitably by many at the time.

> I'm not sure what you were expecting people to take away from your message, with the way that it is worded.

My guess would be that they were saying that Cloudflare's HN comment on the incident was to complain about google not cleaning up after the incident.

> the particular way you expressed your point heavily implies it.

You can't turn around the burden of proof this easily. Saying "the particular way you expressed it" doesn't give you license to make things up about a comment that is an inch above yours.

Top level comment says

>the CEO’s strategy was to turn up here and criticise Google for not deindexing quickly enough

This wording implies that the CEO deflecting on HN was their strategy for responding to this problem, not that the CEO deflected on HN in addition to admitting fault elsewhere. Typically 'strategy' is used to refer everything that they planned to do, not a single action.

Um, you literally wrote:

     ... the CEO’s strategy was to turn up here and criticise Google for not deindexing quickly enough.

Isn't that "them blaming Google for their screw up"?

Do you not literally understand there is a difference between criticise and blame?

Jeez, this place.

No, it is deflection. Very common tactic used to make it appear that someone else is more responsible than oneself.

Cool, good point. :)

That's one of the main reasons I'm leary about them. Such a big f-up is difficult to forget. It shows that they have a move fast and break things culture which for a company that is responsible for critical infrastructure feels wrong.

I interviewed there once and they asked me what I would do if a service broke after a deployment. I said the first step was to revert to the last known good version and then investigate. Color me surprised when that was not the answer they expected.

That's strange. What was the "correct" answer?

If I ever interview at Cloudflare and get this question I might answer with "call the sales team and have them fix it by selling someone an enterprise subscription paid upfront by the decade" just to see if the interviewers read Hacker News :P

They wanted me to roll out a fix first. Apparently rolling back first was not moving fast enough for the interviewer’s liking.

Depending on the service’s criticality, the cost of rolling back versus pushing a fix, service dependencies in their environment… having to push a fix might have been the better approach.

Without more details about the environment, it is a 50/50 call.

Was the correct answer related to cache invalidation?

Cloudflare's internal release tool suggests revert when monitoring detects failures during deployment, so this question doesn't describe Cloudflare's practices. There must have been something more to it, or it was a misunderstanding.

In response to this incident Cloudflare has made big engineering changes, including huge work to move away from C as much as possible.

The offending parsers were rewritten in Rust (https://github.com/cloudflare/lol-html), as well as WAF, image optimization, and a few others. Nginx is being replaced with a custom cache server.

New implementations are using either the Workers platform, or are written in Rust or Golang.

Memory safety doesn't fix fundamental design flaws.

This is an empty tautology. You have no insight into the actual design, so I presume your fundamental design flaw is the CDN existing.

This was a much needed reminder. Although, it's quite difficult to find a better DDoS mitigator which is better than CF, I still wouldn't trust them for everything. Especially, since they are most likely snooping on the decrypted HTTPS connections

> Although, it's quite difficult to find a better DDoS mitigator which is better than CF, I still wouldn't trust them for everything.

Adding Challenges, TLS fingerprinting and Rate Limiting is possible on just about every major CDN platform to be honest. I guess with CF it's more "ootb" though, where you don't really have to think too much about policies - but at the same time, you can't go as granular in those policies (e.g layered) as some others.

At the moment the account got banned, I would guess that the CloudFlare sales team had this down as a "60% likely to close, estimated close in 6 weeks".

There is just no reason they would suspect that they were going to lose the deal to Fastly at this moment. They were very much the default winner.

Extortion or not, I just can't fathom that they ragequit the deal at this moment, because they were about to win it.

It therefore seems likely that after looking into it they disqualified it as a business category which is against their TOS or whatever.

Or that the enforcement and sales teams have very similar, overlapping triggers for engagement, etc.

Cloudflare's behaviour here was shitty and this is not the only report. By all means their reputation is very generous free tier and a horrible experience in paying.

BUT seriously who ragequits a winning deal? Another comment summed this up - the attention caused them to take a look and realize they don't support shady-ish casinos, possibly (seeming to) evade US legislation, etc.

It's quite a common pattern in saas. Someone gets through automated ToS checks with some niche use case and escalates some unrelated issue to support which triggers manual ToS review. That being said, a corporation as big as CF with 120k usd bills should do better and never let this happen. Very amateur.

> It therefore seems likely that after looking into it they disqualified it as a business category which is against their TOS or whatever.

The first sales email is from a Cloudflare with “Gaming Division” in their email signature, so they were clearly aware of the nature of the customer’s business. Moreover, it seems they have an entire department dedicated to serving the gaming market.

Sounds like OP is a casino and plays domain games to avoid regulatory interest. Recommend reading article carefully before reacting to the headline. Hopefully Cloudflare provides a perspective.

But for $10k a month cloudflare is ok with that? Either it's acceptable or it's not, there is no way that this looks good for cloudflare either way.

The point is more that the author is an unreliable narrator and you need to apply a little salt to the rest of the story. Cloudflare absolutely shouldn't be taking bribes to permit regulatory evasion. But if they are, I want more evidence than a substack post.

It also seems strange they dont know their Traffic Numbers.

>Note that 80TB is the number they tried to sell us, I don’t know if it is accurate since they removed all our access to historical analytics.

I mean you dont need accurate Data but surely most would know by heart their traffic in rough figures? Or am I the old dog where every new Web Dev are so used to Cloud and Serverless they have no idea what they are using?

Eh, your traffic is a total cost you pay per month. That's how I would look at it. The one figure I know best of all is annual revenue, and how our annual revenue this year is on track to do compared to last year's.

As far as exact volume of QPS or TB/month or whatever, I really couldn't say.

And here I am with a dashboard of anything taking more than 20ms and working knowledge of sales tax in 200 places around the world.

Very impressive

I didn't aspire to a 211 for nothing :/

Over 90% of our traffic is cached, since it is static assets. I can look up how much traffic reaches our origin, but the main factor is the number of static files hit. We used Cloudflare Analytics (part of the business plan) to track this, and since it didn't really impact our tech much until now I don't have an exact overview. I mainly know which (uncached) endpoints are hit how much. Fastly is currently saying 15TB per week which seems roughly the same range as Cloudflare's 80TB / month number.

People seem to have a very laissez faire take on egress which I’ve never understood given the really impressive markups the cloud providers charge on it. But yeah, it seems like the attitude is that as long as you’re using “cloud-native” services (AKA locked-in proprietary offerings) then cost is low and doesn’t matter anyway because it’s opex, not capex.

I spend a lot of time wondering if the Emperor is wearing any clothes.

Depends on your scale. I would probably know the traffic for the project I looked at last, but the whole account? No way. Half of it I've never touched and would have to talk to different teams. I'd only look at that when discussing the contract again. Or if their TAM flags us crossing some threshold.

It would be completely different for a small project of course, but once you're counting in TBs... it's less important.

It was the opposite? To comply with regulation.

and...

> if a country DNS-blocks our main domain, a secondary domain may still be available

Do you have a suggestion to make that not possible? It doesn't seem fair to punish them so aggressively because that might happen. The "may" there isn't a statement of intent.

I'm not defending Cloudflare's exact actions in this scenario, but it seems reasonable that there are cases where yes, for $10k Cloudflare is okay.

Risk can be mitigated, especially if you take care to know what the risk is, but risk mitigation and the salaries of the risk mitigation teams are not free.

The answer of "no, we will not host you unless you pay us enough money to hire people to make sure we're not breaking laws by hosting you" makes plenty of sense, and an online casino that is likely dubiously legal in many countries is definitely a place where you might use that answer.

I'd also expect there are cases where Cloudflare enter into enterprise agreements with customers, get a good hard look at exactly what's happening, and then tear up the agreement and walk away.

And all of that is fine when communicated properly. Even if OP is an unreliably narrator are we to believe they also left out some of CF's emails?

To me it looks like https://substackcdn.com/image/fetch/f_auto,q_auto:good,fl_pr... is entirely the wrong email to send in the situation and if you are as old as I am and come from where I come from, you will have flashbacks to "reading between the lines" of the party daily in the 1980s. The real content is at the bottom:

> As we have a very short window to report back to Trust & Safety team, please let me know if you can make time tomorrow

Big red flashing lights: the right questions are 1) why is T&S involved at all 2) What are their concerns which forces such a hurried deadline? 3) What are the consequences of missing this deadline.

The right email would start with something like this:

> Providing services to your business constitutes serious legal risk to Cloudflare. We are happy to work with you in the future if you are buying an Enterprise plan. As we need to commit significant resources to accommodate you, we need an annual commitment. Otherwise, with much regret we need to terminate our services provided to you as it is our right per Terms on date/time. ("We may at our sole discretion terminate your user account or Suspend or terminate your use or access to the Service at any time, with or without notice for any reason or no reason at all.")

> This plan would also include these features:

T&S departments generally exist for one reason: to manage reputational risk. This sometimes involves legal risk, but it usually just means preventing relentless hit pieces about your company enabling something portrayed as horrible. This can result in customers and even employees leaving if the media is relentless enough.

Companies take risks if the reward is considered good enough. In this case, that reward is income from the customer (who can still be dropped if the hit pieces start getting published).

If it's legal but burdensome (somehow) to host a particular industry, requiring more money to deal with the increased burden seems reasonable. For instance, if their legal department needs to deal with complaints from various countries, that probably costs more than $250/month.

That being said, I doubt that's the core issue in this case.

A reasonable scenario to me seems to be: An automatic "upgrade to the enterprise plan" requirement was triggered, and then in the process of the sales calls to make that happen, Cloudflare got serious eyes on the customer for the first time (whereas at a paltry $250/month previously they wouldn't have), and realized exactly what line of business the customer was involved in, and decided to fire them.

This actually seems reasonable, and a potential part of the narrative the original poster would be likely to leave out.

Again, none of this explains why they asked for 120k/year and shut it down after they didn't pay.

It doesn't matter the reasoning - its the execution wherein lies the issue - this is an extortionary business practice plain and simple.

By the way, it appears gambling sites are fine on CF [1].

[1] https://community.cloudflare.com/t/using-the-services-for-on...

I was rushing to judgment until I heard this... pretty plausible.

In support of your theory particular is I don't think enterprise sales "ragequits" a conversation when the customer is mid-evaluation based simply on the idea that they are considering multiple options.

Why would they walk away at this point, let alone ban the customer.

From the write-up I bet CloudFlare had it as a "60% to close" in their CRM at this moment. It doesn't make sense for them to drop the ban hammer in this moment.

PS: explanation or not, this is deeply shady behaviour from CloudFlare. Just perhaps a little less so.

> In support of your theory particular is I don't think enterprise sales "ragequits" a conversation when the customer is mid-evaluation based simply on the idea that they are considering multiple options.

> Why would they walk away at this point, let alone ban the customer.

It wasn't just that they were considering multiple options. Looking at the timeline, this was about a month after their initial soft gloves approach/enforcement action and they drug their feet the entire way through it.

Once CF got to the top of the leadership chain at their company and it was clear that all the relevant decision makers were involved in the conversation but were unwilling to pay, they just folded their cards, resumed the initial enforcement action, and moved on with their day.

If this was a small account they probably wouldn't have even blinked twice with just striking down the user for causing reputation harm and violating TOS but since they were a large account CF clearly went out of their way to meet with them multiple times and try to find a solution. But after a month of little to no progress while the account continues causing reputational harm and is unwilling to budge, they just called it quits and moved on.

It seems like the sales team went out of their way to try and land a $10k/mo deal. Then when they heard there was a second potential suitor in the mix they got upset and said “well we never wanted your $10k anyways!” and destroyed any chance of reconciliation. Very sour grapes/ no second date on tinder type of reaction.

If there is a TOS issue I’m not listening to a sales pitch on it. You better tell me what the issue is upfront in the first email instead of dicking around with the commission based workers. Like very low level stuff here imo

> But after a month of little to no progress while the account continues causing reputational harm and is unwilling to budge

I don't see an unwillingness to fix TOS issues anywhere. Just an unwillingness to buy the enterprise tier. Those should not be treated the same way!

That's not true at all. That line of argument gets close to "if this product is free for open source, why is it not free for me? either it costs something to operate or it doesn't." You don't get to price the service.

In this case "the service" would be to look the other way on illegal activities for $10k/mo.

I'm not saying cloudflare can't do it, I'm just saying it's wrong.

I can reason my way into it, I think objectively. To protect their IP reputation, CF required BYOIP. This costs them something, and de-jure requires an Enterprise plan. Which for the customers usage costs $X. Is it right? Ehhhhhh. Does it follow corporate logic? Yeah. (Sales logic? YES)

That isn't how the world deals with risk.

If you think something your client wants could explode into a liability, you can turn them away or you can just make sure their bill covers your exposure.

If it's a legally questionable service, there's likely to be plenty of abuse contact, or they're going to be a big target of crime, they're going to end up paying more. This is the same reason why some industries (eg porn sites) have always paid more for card processing.

It's not just 10k a month. it's 10k a month for the plan that allows you to BYOIP (Bring your own IP addresses). That was cloudflare's issue.

Their business was causing IP reputation damage and all plans but the enterprise BYOIP plans share the same IP pool.

Essentially it was "use your own IP pool and pay us for the cost of maintaining that pool for you or GTFO".

This wasn't just a normal sales rep hitting them up. This was trust and safety (i.e. the moderation team) coming to them with a compromise that would allow them to stay on the platform. They chose against that and were dragging their feet.

The timeline of the article also really makes this clear. This wasn't over the course of 24 hours. This started a full 4 weeks prior with sustained back and forth. They only included a few images of emails from the discussions but the article makes clear that there was more discussion happening.

And to quote the article. After receiving the ultimatum, they got an entire extra week to deliberate.

> We managed to buy a week of time by letting it escalate to our CEO and CTO and having them talk directly with Cloudflare.

Then finally when they told CF that they were just buying time while looking to move elsewhere, CF dropped their act of goodwill and the moderation team resumed the moderation action they would have taken in the first place had this been a smaller account.

----

So yeah it sounds bad from the snippets but this was basically "hey you are a big customer and you are breaking rules we would normally ban anyone else for but if you can compensate us we'll spend the labor hours and infra to let you keep operating in your own little quarantine box.". So this really should be seen as an act of goodwill rather than malice.

> So this really should be seen as an act of goodwill rather than malice.

It's called "extortion"

It's not extortion if you would have been banned off the platform flat out had you been a smaller account.

Threatening to ban someone unless they pay you is extortion.

Of course not

You put yourself in a bad spot. We can either kick you out or work (for a price) to help you.

Extortion ? Hardly. Nobody work for free, you know.

You can't start the timeline from the first email, because clearly Cloudflare didn't communicate the actual issue to the customer. (Yes, the customer could be lying about what was said in that meeting, and they could have been told what the problem was rather than it being just Cloudflare trying to upsell them the enterprise plan without telling why. But then the "omg, we just discovered a problem with your site during a routine inspection!" email sent two weeks later wouldn't make sense.)

They also were clearly lying in those email messages: The second email says that domain rotation is strictly forbidden, but a few days later in the third email they're explicitly selling features for rotating domains more effectively.

And sorry, but a company selling "we'll override the Trust and Safety team if you pay us $$$" is absolutely unacceptable. There are only two options, both bad. Either they're not running a real TnS operation, but just pretend-staff one in order to run these kinds of shakedown operations. Or they're running a real TnS team that found a real problem but are letting sales people override the TnS team's honest judgement.

How does paying $10k a month solve that?

For $10k / mo paid 1 year in advance, your cloud provider does a legal review of the situation and figures out how to make your problem work on both the technical and legal level. It's not a "special plan", it's consulting.

Edit: "How do you know?" -- I don't know it's actually what happened, but when switching to enterprise, you don't go from 10% margin to 98% margin. The added costs actually represent added budget for the provider to deal with your "special case". ALL enterprise pricing tiers are disguised consulting contracts.

Or they had already decided to kick them out and tried to get some money out of them first.

Great theory!

The only questions that come to mind: how do you know? If that was the case why didn't they tell the customer?

Nice place you got here. It'd be a shame if something happened to it.

Except the "place" isn't Mom and Pop's bodega, it's a casino dodging countries blocking its main domain.

Assuming that is what was happening, why would CF suddenly be okay with an illegal site if they pay more? Might as well call it the criminal enterprise plan then.

What are you trying to say here? You think extortion is ok if a country is trying to base itself where it is legal?

It's 10k a month for them to set up a dedicated IP address pool so that they could BYOIP and buy their own IP addresses instead of getting the IP addresses in cloudflare's main IP address pool repeatedly banned or reputation harmed.

i.e. it's a $10k fee for maintaining the infrastructure for a quarantine around their services

Why can't they communicate than then? BYOIP also costs nothing to produce.

> Why can't they communicate than then?

They did. Repeatedly. You see it mentioned in the few emails the OP chose to share. But they also didn't share the other communication they had over the month long discussion they had with cloudflare.

> BYOIP also costs nothing to produce.

That's not really accurate. Cloudflare is entirely built around one big unified anycast network. If you want to provision an entirely separate network that maintains all the same features they are using from the main cloudflare network, that's going to require provisioning a lot of cpu time and routing table slots at a lot of different sites plus whatever admin and engineer overhead comes from maintaining this quarantined service.

This is literally all written communication they gave us. The only other thing was calls. Not calls with anyone that had any knowledge about what any issues were, but calls with sales.

The costs for announcing the customer's IPs and making sure that only they are the ones actually sitting on them would be minuscule. Nowhere near $10k/mo. Maybe $100/mo.

Anycast/unicast changes nothing here. Anycast simply means that the same prefix is announced in multiple different PoPs.

Big difference between:

>Here's the features you get with enterprise

And

>If you do not use byoip with your service you cannot be a customer, and also pay us $120k upfront while we do not tell you why, it's only a 40x price increase. You have 24h.

As a network engineer I'm well aware of what it costs to add prefixes to what you announce over bgp, some miniscule additional CPU overhead, likely unmeasurable. Even slow mips processors could process full table bgp.

I mean, sure, they’re probably doing some sketchy regulatory dodging or whatever. Which part of this can Cloudflare solve by having them pay $120k/year to them?

The part where Cloudflare is happy to turn a blind eye to any “issues” if they get their $$$, apparently

Over-charging is a legal way to effectively deny service. When I'm offered jobs I don't want, I sometimes tell them my salary is 3x what I really need.

I feel like you would probably consult with a lawyer before saying you’d do assassinations for 3x your salary needs ;)

The post mentions BYOIP. I assume Cloudflare wanted OP on BYOIP to mitigate risk, and Cloudflare wanted them to pay for the privilege.

Hmm. My take is the casino structured its business to comply, not to evade interest. Further, I don't see how Cloudflare benefits by taking on the risk to charge more to help a customer avoid scrutiny. More like: they know it's a humming business and want a piece.

Compliance:

> We do have multiple domains that mostly act as mirrors to our main domain. We have these for a few reasons. One is that since we are a casino, we have different regulatory requirements we need to comply with in many countries.

Evasion:

> Another is that we use them to target different global user groups and affiliates and track conversions long-term. This also means that if a country DNS-blocks our main domain, a secondary domain may still be available.

This is more like one gang hitting up another for "protection" payments. I had to laugh when they called it "Trust & Safety".

The way I read the screenshots of the emails from the articles seemed to suggest that something the authors company was doing was causing issues with IP reputation on CloudFlares range.

Them very aggressively highlighting the BYO IP feature and then even suggesting third parties to rent IPs from strikes me as a significant detour from their normal “script” (having dealt with their AU sales team before).

this is exactly what is happening. Cloudflare uses an anycast network, so IPs are shared by default.

this customer is damaging Cloudflare IP reputation which hurts other customers. Cloudflare can either fire the customer to protect other customers using Cloudflare IPs, or force this customer to use their own IPs and damage/manage their own IP reputation.

unfortunately this is expensive and OP is mad they can't do their legally fraught gambling operation on Cloudflare's addresses for free

They're mad that cloudflare cut them without real warning. And they should be! Anyone can get on a big company's bad side, and if there aren't extremely important messages being withheld by the author this makes it scary for anyone to use cloudflare.

If a custom IP is going to be mandatory, they need to say that and give a deadline, at the very least.

The IP-reputation damage is immediate. Cloudflare is choosing to pass the hard landing directly onto their customer instead of forcing their other customers to share the damage.

As a CF customer, I am happy that Cf is preventing another business from damaging mine.

If they had agreed to the enterprise plan and move to BYOIP, pretty sure CF would have given them months to make BYOIP happen

They weren’t protecting you or any of their customers. This is a mafia style shakedown

The ToS doesn't say anything against gambling sites. Even if there was IP reputation damage, it's not appropriate to cut them off so immediately. Especially when they're a long-term paying customer.

> this is expensive and OP is mad they can't do their legally fraught gambling operation on Cloudflare's addresses for free

This is directly contradicted by the contents of the article, perhaps you should re-read it.

And why did they want to push them to Enterprise service?

>$120k up front for one year of Enterprise

Doesn't sound like a reputation problem.

If this is what's happening, the right behavior is to say that and terminate OP's service. Even if OP is in the wrong, Cloudflare did such a bad job communicating with them that they come off as extortionate.

> ... terminate OP's service.

But only after getting ~US$100k up front first, just because you can.

Cloudflare could've just said so. Cloudflare also chose to make BYOIP expensive.

They could've explained the problem ("your gambling business is a problem for our IP reputation") and offered a solution ("we can switch you over to BYOIP so this won't be a problem"), but instead they sent in an army of sales reps that demanded an upfront payment for a product tier that they only needed one small part of, to the point of sales people pretending to be part of other teams.

It makes business sense to kick out casinos, but OP got fucked over by Cloudflare's shitty practices.

CF calls and says there is a problem with traffic. They want to push an enterprise plan. Customer says no.

CF calls and says there is a problem with domains. They want to push an enterprise plan. Customer wants to solve problem, dropping domains, making changes. CF says, only enterprise plan will remedy the situation.

There is obviously a sales script involved.

“get back to Trust & Safety"

Heard that story several times, it's always another team, e.g. "Licensing" that need to be satisfied, or that if you don't pay up, that team will be off the leash. Also heard the pay-for-a-year-upfront for several large vendors who pull this. The reason is, some sales reps need to make numbers, so they shake the tree and see who falls down:

"Cloudflare has absolutely no information on when they will force you into custom billing, but when they start "urgently" needing to talk to you you're probably not going to get out until you have a juicy custom contract with them."

> My take is the casino structured its business to comply, not to evade interest

It's impossible to say what's going on since it's an anonymous post with no details.

Maybe it's all 100% true.

Maybe there are some key details being left out. Wouldn't be the first time I've seen one of those outrage posts that seriously misrepresented things.

Whatever the case, obviously the author is not an unbiased party. These posts do well because "zomg Cloudflare bad!", and maybe they are, but I sure as fuck don't trust some casino guy either.

Thing is, this is also not the first time when Cloudflare T&S team has been disrupting their customers out of the blue. The post even has some links to other HN stories.

So the thing that stands out in the article, is that cloudflare's initial communications (and the final communications, when they moved to ban) implied issues with their behavior (trust and safety team, terms of service violations), but in between it sounds like the didn't talk about ToS at all, just sales team asking them to buy enterprise. Though it's possible OP is omitting some explanation given by as why enterprise plan would alleviate ToS issues.

Yeah, there's some pretty key info being left out. I don't doubt that Cloudflare communication sucks especially when dealing with their sales team (aka bizdev which is what OP was originally contacted by), but the second screenshot is pretty damning.

My guess: Their account fell out of the non-enterprise TOS for some reason which is being obscured in the post (probably domain rotation related). Their T&S team proposed moving to enterprise for a custom resolution. OP's company refused, their account was purged because they had gotten several warnings about it.

I'm sure this sounds frustrating to the average HN dev who runs a legitimate startup with cloudflare on top and is now biting their nails worried to death about what will happen to them. But "online casino" immediately raised a million alarm bells in the post.

And the part where they offered to remove the secondary domains and couldn't get an answer?

I did mention the multiple-domains issue in the post. It would not have been amazing for us to remove our secondary domains, but we would have been very happy to do it if it had resolved the issue. We asked them again and again but they would not give us any detail or options apart from their 120k/year package. Note that BYOIP (which I guess they could reasonably have required to isolate us even if we only use a single domain) is available for a fraction of the cost elswhere (e.g. fastly).

Since we already left Cloudflare the only reason I finished writing this article is to warn others. I think it's still relevant to many companies regardless of what you think of casinos, since very unprofessional sales tactics (unprofessional as in business threatening) seem common place with them. Do look at the linked other posts and comments here from other people affected that don't have anything to do with casinos.

I'm happy to answer questions as well.

For me, the worst part is blackmail and account ban.

If you had legal presence in EU then new Digital Services Act[1] might a help for you. I am not sure if you could sue them based on that law, but you could maybe lodge a complaint.

  https://www.wolftheiss.com/insights/digital-service-act-explained-new-obligations-for-online-businesses-and-other-digital-services/

  https://blog.cloudflare.com/digital-services-act

"Now this needs a bit of context on what they are talking about. We do have multiple domains that mostly act as mirrors to our main domain. We have these for a few reasons. One is that since we are a casino, we have different regulatory requirements we need to comply with in many countries. For example, many games are only available in some countries. Some countries we block completely. Then we have a few different domains that remove certain game groups or site features - for example our social features (chat, user tipping / interaction) or our sportsbook. Another is that we use them to target different global user groups and affiliates and track conversions long-term. This also means that if a country DNS-blocks our main domain, a secondary domain may still be available. This could arguably be seen as a violation of the Cloudflare TOS, as they wrote above."

Looks like they COMPLY with regulatory interest, to me.

When it comes to laws and taxes, "comply" and "evade" tend to be synonyms.

"In order to comply with tax regulations and donor laws, we had to structure our activities in order to make it possible for political donations to be classified as regular consulting income".

At least from discussions I've had over the years with my accountants, comply and evade are very different. Evasion is when you are doing something that's explicitly illegal. Optimization and compliance is when you comply with the law while trying as much as possible to reduce your tax. In some cases, there's a bit of a grey area where you use multiple structures that according to your accountant should comply with the law but in a way that has never actually been tested legally. That last part tends to be named "optimization" rather than "compliance"

This is in part why good laws are more concerned with what “it” is rather than what “it” is called. Good laws define something and then name it, so that you can test a pattern of facts and determine whether “it” is indeed what the law covers.

For me, my corporate tax professional errs on the side of well tested strategies or those that the IRS has ruled on administratively, and that is perfect for my risk tolerance.

>Hopefully Cloudflare provides a perspective.

Well HN is the unofficially official Cloudflare Support forum. I think we will hear from them soon. From past experience normally their response time for anything Cloudflare on HN is within 2-3 hours.

If that's the take, that means Cloudflare is okay with 'breaking laws' so long as they can take a heavy cut of the ill gotten gains? </sarcasm>

Let's not try to find reasons to harm the messenger and stick to the facts -- a paying customer was suddenly extorted for hundreds of thousand of dollars out of nowhere.

Taking a step back, why would they even care if their platform is supposedly neutral and not responsible for the content ?

If they can indeed stop providing services to a casino, why cannot they shutdown a website spreading pro-war propaganda, or a website selling illegal services ?

It means they are making editorial choices, instead of just being the technological provider and being a neutral "internet pipe".

Not sure it's really in their best interest to self-police in the end, as they could lose their DMCA safe harbor provision ?

> Not sure it's really in their best interest to self-police in the end, as they could lose their DMCA safe harbor provision ?

This.

That said, we're seeing this across so many platforms, from datacenters to social network sites.

They blew their safe harbor provisions years ago and yet remain untouched despite this.

It’s not “editorial” to choose to stop serving (or charge more money to) a customer whose actions pose legal difficulties or risks to your business. If some country’s vice division contacts cloudflare legal due to a customer’s illegal online gambling presence, I guarantee that cop does not care about a US/EU copyright law.

The same thing is true for IP reputation, just without an external official complaining. If other CF customers are negatively impacted by one customer’s action, CF isn’t violating safe harbor by booting that customer or passing on the costs of mitigating that impact. That’s just running a business, not exercising editorial review of hosted content in violation of safe harbor provisions.

> Taking a step back, why would they even care if their platform is supposedly neutral and not responsible for the content ?

Because their main network all uses one big IP address pool and the blocks by various regions/countries against their site were probably not just DNS blocks but also IP address blocks.

So they now have an account whose activity is getting their IPs banned in countries where they operate.

So they told the account owners they needed to pay for an enterprise account and a dedicated IP address pool maintained by cloudflare. That's why CF kept talking about BYOIP in the emails.

i.e. "Pay for us to build you a quarantine with your own IP pool or leave ASAP"

This may indeed be the motivation but, at least in those emails that are presented in the linked post, there's no evidence that Cloudflare did at any point clearly communicate that this is indeed what the problem is.

I do encourage you to read the whole article cause there is some fine details in there. The main point is that we were happy to remove any domains apart from our main domain (which gets > 95% of our traffic) but Cloudflare did not give us that option or any other detail on the supposed issue.

This has been my experience with 80+% of these loud complaints about services, especially regarding "losing Google traffic". Dig into it just a little and you find out the complainer was doing something extremely shady that the service is often too polite/proper to call out in a public forum.

If 90 or 95% of their traffic comes from a single domain (and presumably has for a while), that still doesn’t make OP sound guilty. If there was a legal issue Cloudflare legal should’ve stepped in, not their sales team.

That was the part that bugged me. This workflow is very busted from a user standpoint, though I'm sure it works very nicely to Cloudflare!

It smells like the "problem" was detected by automation, but instead of being able to reach anyone technical to work through it, you can only call sales teams.

In my opinion it's one racket vs another.

Obviously you work for CF. I did read the full post.

Using localized versions of your services to comply with regional laws and enhance user experiences (i.e. make money) is SOP for practically every international $bigco. Online gambling is regulated and legal in ~50%-70% of the world; without actual evidence to the contrary, it’s completely reasonable to assume that this is a legitimate business. I’m really struggling to agree with the “two sides to every story” replies being left here about how there’s likely shady activity going on behind the scenes, when to me the post read as candid and transparent about the nature of the nature of the business, the admitted legitimacy of CF’s TOS violation claims against them, and the content of the communications with CF.

My 2c: It’s scummy that CF did this. It looks like they were disingenuous about the severity of the violations and used it as an excuse to get more $$$ from an already paying customer to make the manufactured problem go away.

This is literal theory crafting lol. CloudFlare never said or implied that in their emails, yet you seem to know more than the CF reps themselves?

This shouldn't matter, in general Cloudflare responds to complaints about allowing illegal content with "we're a neutral utility, we forwarded your complaint to the site's webhost". To me, the article showed that Cloudflare was being extremely aggressive with selling the customer on an enterprise plan and repeatedly invented excuses to get them on the phone with their sales team. They then took the site offline and locked them out of their account when the customer started talking with other CDNs.

Nah, you have different domains so you can track and maintain flows, also the regulations might even stipulate having domains in the locale, the headline is very much accurate after reading the article.

Is the casino illegal in the jurisdiction they're based out of?

It doesn't seem so, so there is at least a valid reason for Cloudflare to keep them as a customer as they're not violating the laws where they have their business in.

It is a good article, good to have practical details of how this goes down... but really an international casino cant afford more than $250 a month?

Getting a demand to increase the payment by 40x is shocking no matter how much you make.

No sane company just goes “oh, that is fine. Must be that ‘ole inflation making times tough at $vendor, eh?”

Not in response to the way Cloudflare came at them, anyway.

With a casino, the issue isn't just domains, it's also IPs. That's why they pushed BYOIP so heavily.

Except Cloudflare position here is not to ban them but they want to get paid for it. You are shaming the OP and his business but the reality is that Cloudflare has acted in a worse manner and that should be highlighted.

Cloudflare was the company that went viral for the firing of an account rep not hitting her goals. I wonder if it’s overall indicative of not a great culture in terms of relationships with enterprise customers.

https://m.youtube.com/watch?v=7LuwPdp-_4c

> Cloudflare was the company that went viral for the firing of an account rep not hitting her goals.

How is that something worth going viral over? Salespeople get fired all the time for not meeting their sales goals. Engineers similarly get fired all the time for not meeting their productivity goals. If you don't do your job well, don't expect to keep it.

And if I recall correctly, in this particular case, she was a green employee who hadn't even made a single sale yet! What more obvious of a layoff target is there than that? Would you keep a green unproven salesperson over a proven veteran salesperson who's landed 9 figures in sales?

While I agree with you, I think the call is for companies to be less psychopathic and stop onboarding people within 90 days of mass layoffs.

Especially in a world where people pick up their whole lives and relocate for jobs. Recent joiners aren't getting any sustainable kind of severance either. The idea is if you're hiring them you have a minimum commitment to support their success.

Yes she was an obvious fire, but it's also the organization's fault. Enterprise deals also take way longer to close than that...

All that said, salespeople can and do move jobs a lot. I'm sure she'll be fine.

>I think the call is for companies to be less psychopathic and stop onboarding people within 90 days of mass layoffs.

Was there any indication that the "mass layoffs" were planned 90 days in advance?

It takes around that long to plan and for public companies they don't just suddenly come to that decision within a single quarter, but also that's missing the point.

If you're a public company and you go from healthy to mass layoffs within a single quarter then your investors (and employees) should be a lot more concerned.

>If you're a public company and you go from healthy to mass layoffs within a single quarter then your investors (and employees) should be a lot more concerned.

1. According to the CEO the layoffs in question were for "~40 sales people out of over 1,500 in our go to market org"[1]. Is that really a "mass layoff"?

2. Did you not remember that the layoffs coincided with reversal in macroeconomic conditions? Specifically, the reversal from "inflation is transitory" to "inflation is persistent and the central bank will hike interest interest rates".

[1] https://x.com/eastdakota/status/1745697840180191501

90 days isn't enough time to close enterprise deals. The whole point is that the firings demonstrate that she was never set up to succeed by the organization.

That's why the org took heat online for it.

>90 days isn't enough time to close enterprise deals

I'm not sure why you think she was fired/assessed on the basis that she wasn't able to close enterprise deals within 90 days. The same tweet seems to refute this by saying "we can often tell within 3 months or less of a sales hire [...] whether they’re going to be successful or not". Presumably they're looking at various indicators (eg. size/composition of the sales pipeline, reviewing her sales calls and/or emails) and using that to predict performance.

That wasn't how I interpreted this phrasing. I read it as "it is worth being critical of an org that does mass layoffs and then goes on to hire new people to fill vacated roles shortly after the layoffs were finished".

That timing shows that it's not just implementing headcount and budget reductions, which are somewhat defensible if still tragic. It was instead a forced turnover, which in some cases can be a route to wage suppression.

>That timing shows that it's not just implementing headcount and budget reductions, which are somewhat defensible if still tragic. It was instead a forced turnover, which in some cases can be a route to wage suppression.

Apparently the person in question was fired within 3 months of being hired[1]. If this is true it seems like a stretch to characterize it as "forced turnover" or "wage suppression".

[1] https://x.com/eastdakota/status/1745697840180191501

She did say that she didn't bring in any customers...

She did say she was around for only 6 months and enterprise sales cycles can last 12+. Though I guess if you’re engaging in scammy behavior it can be much less… maybe she wasn’t willing to do that.

Sorry, but if you‘re onboarded in a Sales Team you‘re at first getting small fry customers to get used to your Job. Cloudflare is massive and a complete no-brainer for 95% of companies. Not only that, she couldn‘t even land a single enterprise upcharge. Cold calls are hard, but upsells are much easier because companies are pretty much vendor locked with CF.

If you can‘t land a single customer in 6 months under these circumstances, you‘re likely just not a good fit.

source: you made it up based on never having been on either side of big or even medium organization vendor relationships

Source: I worked at a Fortune 500 company in b2b sales and solution/ integration engineering. I worked with anywhere between 10 mil up to a billion YoY customers.

You can even google my name to confirm this info. This is pretty much exactly like it went when I started.

Every even mildly successful B2B sales org works like this, in my experience.

Although in OP apparently the enterprise sales cycle is 24 hours

Cloudflare is getting IP's flagged because of them and enterprise offers Bring Your Own IP.

Not really nice to leave out halve of the info :)

We had a site hosted on CF business plan with fairly large bandwidth usage (completely legal, had a lot of media). They approached us with an enterprise plan but we did not have the budget for it.

Asked for a little time, they said fine and we moved much of the bandwidth usage to a couple of dedicated servers on OVH I think.

Never heard from them after that.

Can I ask how much bandwidth we are talking?

We are doing about 3TB

I have been moving 1TB/mo on a free account for personal stuff. So far so good.

This was a couple years ago so not sure but likely 50+ TB/month.

How do you deal with DDoS attacks against said OVH servers?

> By default, every OVHcloud product is supported by the Anti-DDoS infrastructure to defend against malicious activity. https://us.ovhcloud.com/security/anti-ddos/

everyone that has used OVH and received an attack is laughing at that.

It's worked extremely well against every single DDoS we've received. I'd rate it as one of the best for the price.

In my experience OVH DDoS protection works pretty well. It's not perfect every single time.

I have more good things to say about OVH then bad. I do wish their edge firewall worked against internal traffic too however.

Can any1 explain how HN algo works that this post, which at time of writing has 355p, 180comments while being posted 1 hour ago, isn't even on first page (ranked 31)???

Flags below the [flagged] threshold are invisible but still act to downweight the post.

I've noticed that cloudflare complaint threads get flagged with surprising and unwarranted regularity.

Almost, like … maybe one of the “protection” providers might have ways to suppress bad media?

puts on tin foil hat and looks around nervously

A more charitable interpretation is that lots of techy HN'ers would rather defend CF against an unknown company, as some sort of tribal allegiance - the same way Apple has a huge cult following. Nonetheless the end result (flagging/downranking) is wrong - hell, I had to find this thread by going to my previous comments as I couldn't find it on the front 2 pages. If that isn't considered an abuse of systems (again, charitably speaking, unintentionally), I don't know what is.

If someone disagrees with me or if I wrote something wrong I'll be happy to modify/edit my comment, but if you just downvote it really isn't clear

I don’t think we need any conspiracy theories. I can easily see people getting tired of these kind of articles and the predictable torrent of outraged comments.

They are valuable in keeping people aware of what’s going on. But only to a point and people will endlessly argue over where that point is and scream censorship and over ups by corporate interests.

It gets rather grating after a while. Even more so when I suspect an article is omitting key facts to generate the attention they want.

I haven’t flagged this article but I can easily see why people would.

They’re boring, repetitive, and uninteresting with surprising regularity. It’s no surprise that many of them get flagged as a result.

Yeah I commented, refreshed and was shocked to see it disappear. It's ironic that we're (reasonably) asking for transparency about a post which is kind of about non-transparency.

It could have flags on it or maybe the flamewar detector got tripped.

Moderator action seems unlikely because it’s still on the second page.

My guess for why this would be flagged: its a gambling website so people are unsympathetic. Definitely an abuse of the flagging system.

Maybe HN needs a flagging ring detector as well as its voting ring detector.

You can always email the mods if you believe you’re witnessing an attack on either a single article and/or the site; they have many more tools to reveal concerted group assaults than we do.

I though flagged content showed a "[flagged]" in the title?

It's progressive. 1 user flagging it doesn't mark it [flagged] but probably contributes to the ranking

Wonder how many of the people flagging it work for Cloudflare?

if you check sites that track HN's rankings, it was ranked #1 for a while, then it suddenly dropped to #27 and continued declining https://hnrankings.info/40481808/

thanks for sharing. I didn't even know this was a thing! Comparing to 4 or 5 others, this definitely looks more like a step function into obscurity unlike the other lol

yes that's pretty blatant isn't it

Remember, on HN there is such a thing as commenting too fast

If a thread is too interesting, it gets penalized, can't have too many people commenting on an exciting topic

It set off the flamewar detector, got flagged by users, and got downweighted by a mod.

The 'customer support of last resort' genre is common and not usually a good fit for HN [1]. If people feel this story is unusually relevant and interesting, I'm not sure I agree—long experience has taught us that one-sided articles like this nearly always leave out critical information—but I also don't mind yielding in an occasional specific case, so I've rolled back the penalties on this thread.

The issue from our point of view is not about story X or company Y—it's a systemic one: the most popular genres of submission (especially the rage-inducing ones) get massively over-represented by default, so countervailing mechanisms are needed [2] if we're to have a space for the more intellectually curious stories that the site is meant for.

[1] https://hn.algolia.com/?dateRange=all&page=0&prefix=true&que...

[2] https://hn.algolia.com/?dateRange=all&page=0&prefix=true&que...

> The 'customer support of last resort' genre is common and not usually a good fit for HN

They're already off Cloudflare, I would see this story more as "Dealing with tech company X is a business risk" cautionary tale.

Those are variations of the same thing from an HN systems point of view. The problem is that there are way too many of these stories to be interesting and/or to all be on HN's front page, but they tend to attract upvotes anyway.

As I said above, we're happy to make exceptions for the occasional thread that is genuinely of interest, but sometimes the process for idenitfying those is "apply standard penalties -> generate howls of protest -> eventually find out about community pushback (e.g. in this case someone emailed hn@ycombinator.com) -> restore post".

While I understand where you're coming from. Appreciate the immense amount of work you do. HN is pretty much the only way I'll see a post like this, and I like to keep track of behaviours like this. I use cloudflare for a lot of things, but it's a deal breaker not giving time to migrate off and causing downtime.

I understand all the complexities here. Have worked closely with a Trust and Safety team before (real estate portal). But if that business was good enough to exist on the CF network for X years, it should be given time to move if it's no longer an agreeable business partner, that makes it a worthy story.

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.

Yes and I didn't mean you'd omitted critical information intentionally. It's in the nature of these incidents.

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.

1-The gambling business is shady by design, whether you like it or not. This was probably more risk than benefit for them based on what they were getting from you.

2-Your business is probably very profitable, and $300 a month is very cheap compared to the potential hassles they could face working with such a business.

3-I find it very inappropriate to dox business representatives and show names when you have carefully hidden any information regarding yourself and haven't even disclosed your company name.

After all they can choose with whom they want to do business. They gauged what price they could ask you, factoring in how profitable your business is and how noisy and painful it might be to work with you. It sucks but this is the downside of SaaS/PaaS.

Gambling site or not: Cloudflare took their money for years, failed to communicate any problems, then deleted their data when they didn't accept their "enterprise deal". There's nothing saying that they won't do the same to ANY of their other thousands of customers, many of who reads this forum...

Jup, that’s my takeaway. Even if they were in the “right” to stop serving the customer, the way they went about that is absolutely ridiculous.

Cloudflare certainly handled this poorly in their execution and abysmal level of transparency, but they’re almost certainly purging loss-leading risky customers like OP and they really don’t owe OP the time of day.

OP is lucky CloudFlare even gave them 24 hours. I’m not going to dig through the their TOS or anything but I’m going to guess that you need to have an Enterprise contract to be a business of certain categories like banks/crypto, pornography, and gambling, which explains why they were being connected with a sales team.

OP mentions lost customer trust…but Cloudflare doesn’t want or need OP to trust them. $250 a month isn’t enough to deal with a business like that.

OP isn't the only customer whose trust they lose by handling the issue in this way. It's fine if they want to terminate a relationship with an unprofitable or risky customer, but doing it with insufficient notice to make other arrangements is pretty extreme. In a case of blatant abuse, that might be reasonable, but that doesn't seem to be the case here the way OP tells it.

I did quickly search the TOS for the word "gambling" and did not find it.

4. TERMINATION OF USE; DISCONTINUATION AND MODIFICATION OF THE WEBSITES AND ONLINE SERVICES

We may at our sole discretion suspend or terminate your access to the Websites and/or Online Services at any time, with or without notice for any reason or no reason at all. We also reserve the right to modify or discontinue the Websites and/or Online Services at any time (including, without limitation, by limiting or discontinuing certain features of the Websites and/or Online Services) without notice to you. We will have no liability whatsoever on account of any change to the Websites and/or Online Services or any suspension or termination of your access to or use of the Websites and/or Online Services.

Yes, that means OP probably can't sue them. My comment is about customer trust.

OP isn’t a customer (anymore), therefore customer trust isn’t a concept that exists for them anymore.

For everyone else, this clause is pretty much standard for all SaaS services. Take your pick. If you don’t want this level of service with any vendor you have to sign an enterprise contract where termination procedures are agreed upon more intentionally by both parties.

This comment still misses the point.

Any customer or potential customer who reads about this incident may have their trust in Cloudflare reduced, and rightfully so in my opinion. They have the legal right to terminate the relationship without reason or warning, but exercising that right in this context hurts their reputation.

> OP isn’t a customer (anymore), therefore customer trust isn’t a concept that exists for them anymore.

I don’t know about you, but my customer trust is at an all time low, and I’m seriously considering at least moving all my registered domains off CloudFlare.

This still doesn't contain the word "gambling". Instead, it says that they can terminate your account at any moment, for any reason, no matter what your business type is, which is the opposite of "trust".

Oh well, last I checked “gambling” will match with a .* regex pattern.

You said "I’m going to guess that you need to have an Enterprise contract to be a business of certain categories".

If that was the problem, this issue wouldn't be relevant to most people.

When you switch to "they can terminate anyone", and they act this rashly and unexpectedly, that means anyone needs to live in fear.

But that’s the norm for SaaS products, especially when you don’t have an enterprise contract where termination procedures are more robust.

So nobody is going to live in fear when cloudflare has the exact same TOS policy as everyone else.

The "and" is very important. The TOS is standard. Cutting paying customers out of your infrastructure so quickly when they haven't done something egregious is not standard.

Yeah, but "gardening" matches too. So are you proposing that gambling sites and gardening sites have the same level of risk?

No, but I am saying that OP’s company has a combination of risk and likely overuse of services from being a global gambling website.

Being a gambling website makes you an outsized target for attacks.

OP basically wanted to run DraftKings from the small business plan and CF understandably didn’t care to deal with a loss-leading customer like that.

To (1) - if this was the case, it would have been great if they had talked about it openly or in any way really. To (2) - I do agree that $300 is probably cheap. But I also think that $10k is very expensive, and it seems Fastly agrees.

(3) Mh, I don't think this is doxxing and didn't expect having names would be a big problem. I've just updated the screenshots anyways and censored the names of the representatives.

Cloudflare of course chooses who they want to do business with, but they also pride themselves in being neutral.

The Cloudflare CEO & co-founder is quite active on Twitter[0] and somewhat active on HN[1], would be interesting to get his perspective on this.

[0] https://x.com/eastdakota/

[1] https://news.ycombinator.com/user?id=eastdakota

I don't know how those situations work though. The customer is obviously allowed to say whatever they want, but if a Cloudflare employee or CEO disagreed, would they be allowed to provide their own version of the facts? Wouldn't that go against privacy rules in some way, showing the details of someone's account? I would think they would only open themselves up to legal trouble.

As far as I can see, the author was careful to redact their domain from all screenshots.

I flagged it for him, we'll see if he replies. https://x.com/ArtemR/status/1795074047539068991

- "This also means that if a country DNS-blocks our main domain, a secondary domain may still be available. This could arguably be seen as a violation of the Cloudflare TOS, as they wrote above."

Attorneys love it when people put everything in writing like this.

Devil's advocate:

If a country A decides to block twitter.com but forgets to ban x.com which remains available ... is Twitter engaging in illegality / violation of CDN terms of service?

Like most things in the legal system, it depends on intent. It's pretty obvious that twitter's rebrand to x.com was an actual rebrand and not some way of evading domain bans.

The author claims a reasonable intent and they give a traffic number that proves they're not doing "domain rotation".

>The author claims a reasonable intent

Right, I'm not arguing that they're guilty, just that the legal system doesn't operate off pure black and white rules like "if you have two seemingly unrelated domains then you're trying to evade bans".

>and they give a traffic number that proves they're not doing "domain rotation".

Are you talking about the part where they said "95% of our traffic through the main domain"? Without additional context behind that number it's a stretch to claim that "proves" they're not trying to evade bans. For instance if their country is banned in country A, but country A is a small country that only makes up 3% of their overall traffic, they can confidently claim "95% of our traffic through the main domain" while still theoretically using alternate domains for ban evasion purposes.

This has always been my concern about establishing a presence online. I've considered blogging about my experiences at work or the cool stuff that I've built and it feels impossible for me to know when I've crossed a legal boundary. How do I know for sure if I'm sharing proprietary stuff or confidential stuff. The lines of legality seem to get blurry real quick.

This is legally equivalent to "we have domain aliases". Lots of sites have those. Do you think that's really the problem here?

No, it’s technically equivalent. I be legally equivalent it would be required to prove (or disprove) intent.

Once you upgrade to Enterprise it's a nonstop 6 month cycle of asking you to pay more.

Couple this with the fact you have a new rep every 6 months and you get some pretty annoying nag service for the entire duration of your contract.

every 1-2 months

From personal experience I know that 10TB per month is like 30k/year and SSL for SaaS is around 40k/year on the enterprise plan. No idea about pricing for having your own IP.

I have no idea why Cloudflare would ask you to use these two features. SSL for SaaS is only useful if you want to add domains and certificates via API.

I have had my fair share of negative experience with Cloudflare but this is next level bad. Unfortunately companies can chose who they want to do business with but it shouldn't be like this.

From personal experience I know that 10TB per month is like 30k/year

What the hell? That's way more than AWS costs, 90% of which would be egress fees. And cloudflare has done a lot of marketing to rightfully call out those egress fees as far too high.

It's the whole enterprise plan, you can't only buy traffic. So you also get all the features which you don't need or want as you can see from the screenshota shared in the original post.

Even on the enterprise plan they don't really start to talk to you about traffic until you are like 3x over your contracted traffic for a couple of months.

It sucks, it feels like they are competing against themselves because they don't have clear pricing or limits.

> From personal experience I know that 10TB per month is like 30k/year

Is this true? We are at 3TB and growing so I'm slightly concerned

It's not even 100Mbps sustained. That is nowhere near 30k/year or you're getting ripped off.

For 3k/month you can get a good quality 10Gbps link. That's 3.2PB with a P.

Yeah that's why I was asking

Start making a backup plan

If you are doing any serious business you should have a plan B always ready (ie: fastly) and a downgraded state where you can operate without a CDN.

Almost all of our state is stored inside Durable Objects and R2 and we use Workers extensively

And by extensively I mean it's literally our entire infrastructure

> 10TB per month is like 30k/year

That can’t be right. I’ve hit 10+ TB within a few weeks on free tier and everything was fine

> Unfortunately companies can chose who they want to do business with but it shouldn't be like this.

If you have a contract with them then they can't arbitrarily choose who they do business with. OP would presumably have a chance at a lawsuit against cloudflare here, the success of which would depend on how well cloudflare argued the ToS violation. A lawsuit might not be worth pursuing here, but this isn't a case of "it can't be helped".

You signed the ToS, article 4 gives them the ability to terminate the service.

Courts generally require termination of contract to require a good reason, even when the clause says it can happen at the company's discretion. That doesn't lock them out of a court case, though it certain opens up which reasons cloudflare could argue the termination happened for.

I've done 7TB/mo for many months in a row on the free tier, no issues so far.

Lmao. non cdn traffic for 1tb from an eu provider is 1 euro/tb. And you're telling me 80tb is worth. 30k/month? That's a joke, right?

This is my first post on Hacker News as I primarily just browse. This situation kept me intrigued, wanting to know how it would unfold.

The Google Cloud situation and all these little happenings, including the proliferation of Gen AI into everything, make me long for the days when companies had their mainframes onsite, in closets or separate rooms, away from CDNs and cloud networks. It seems like a better idea to use these cloud networks as a separate off-site backup rather than for primary use.

I’d love to learn more about what will happen next in this saga. I’ve seen a post where a Cloudflare exec has posted here on HN before. They probably won’t say anything for legal reasons, but what repercussions can Cloudflare expect for this? Will they be, or can they be, sued for this downtime and the related expenses?

Did you ever notice the bit in EULAs that states that maximum liability to the vendor is capped at what you paid?

When big cloud goes down, you get a few days of credit. That's it.

When you do custom enterprise agreements you can get a lot more than that.

Unfortunately it's difficult and expensive to scale those traditional solutions to the modern world of billions of internet users located all over the world. It's still quite slow to access a server on the other side of the globe. It's less noticeable for an american user accessing an american company's resources.

Does it matter for 90% of business? I will say no, the vast majority of business is rather localized for very good reasons (as a starter, language/culture/legalese) so it is an unnecessary "feature" most of the time. The reality is that manager drank the Kool-Aid and wants to pretend that they are Google/Facebook or the likes but almost no one else has this kind of scale. Outside of tech behemoth nobody need that cloud bullshit.

> The Google Cloud situation

What's the Google Cloud situation?

They accidentally deleted a customer's account somewhat recently [1][2][3].

[1] https://news.ycombinator.com/item?id=40313171

[2] https://news.ycombinator.com/item?id=40304666

[3] https://news.ycombinator.com/item?id=40466810

This doesn't pass the sniff test. From the actions Cloudflare took and their communication, it's very clear that there was something about the way their services were used that they were unhappy about. The post doesn't include what that problem was, but I have a very hard time believing that the author was not in the know and just got their account nuked without any further commentary, especially after being in a number of calls with real human beings from Cloudflare. Surely they'd have plenty of room to both ask and tell to figure out what the issue is. More than anything, this sounds like they knowingly did something shady and are now trying to shift the blame.

So CF is ok with shady for 10k but not for .25k?

Maybe... Same ratio: I might be ok to do shady stuff for 100k a month, but not 2.5k a month

Isn’t that a tale as old as the internet? Hosting adult traffic is painful in all respects, and they get a premium for it.

CF was more than happy to help, but .25k wasn’t a number that solved all the problems.

The OP does not give their company nor domain name. I wonder if this is related to recent efforts by the Dutch to collaborate with Cloudflare to prevent online gambling companies operating in the Netherlands.

https://igamingbusiness.com/legal-compliance/legal/cloudflar...

We do already fully block the Netherlands since a long time ago since their regulations don't allow us to operate there.

The KSA license doesn't sound too unreasonable on the surface. What was the hang-up?

I have been hearing stories from developers/entrepeneurs about Cloudflare being very weird to deal with:

"We'd like to talk to you about an enterprise plan."

"No thanks, I'm fine with the free plan."

"Based on your traffic, we'd like to talk to you about an enteprrise plan."

"Is there a traffic limit on the free plan?"

"No, there is no limit. But based on your traffic, we require you to get an enteprirse plan."

[Gives up and gets an enterprise plan]

[6 months later]

"Based on your traffic, we'd like to talk to you about up'ing your enteprise plan to a new monthly pay."

"Is there a cap to traffic in our current plan? I don't see that in our terms."

"No, there is no cap to traffic in cloudflare plans, but based on your traffic, we're going to require you to pay more per month than you are currently paying."

"OK, can you tell me the traffic limit in our current or new plan? So I know what I'm paying for and when I'm approaching it?"

"No. But you need to pay more."

[Wash, rinse, repeat, every 6-12 months]

It seems like while cloudflare technically does not charge for egress, in fact for large egress it's just a game of chicken between the customer and a salesperson every 6-12 months, with the salesperson trying to figure out the most they can manage to get without losing the customer? I mean, I guess that is standard for enteprise sales, but I think usually you at least have some terms to know what you've got for how long without a renegotiation?

Sounds like auth0…

But they have explicit limits?

https://auth0.com/pricing

Not on the enterprise plans… it’s a chat with the sales team. And they’ve generally got you over a barrel.

I wonder why they don’t just have clear limits - seems like it would make it easier to grok.

Genuine question: Why did you use `grok` in that context?

You're on a site named hacker news; why would you expect any other word there?

Are you also weirdly angry that Musk used the term for their “he has one so I also must have one” LLM? *Stole* the term? That’s a special word, and out of the mouth of anyone but Valentine Michael is obscenity.

Under what contexts are you familiar with the term grok?

or don't feel like using an online dictionary when it's quicker than typing a question especially when you take feedback time into consideration. I just don't grok why anyone would do that.

I feel that you didn’t take the time to understand the question and keyboard warriored an irritated response instead.

Nonetheless, have a wonderful Sunday evening!

Rule: whenever someone prefaces a question with “genuine question” it’s actually a troll.

Also here you go: https://en.m.wikipedia.org/wiki/Grok

> Rule: whenever someone prefaces a question with “genuine question” it’s actually a troll

That’s a very cynical take.

... in what other contexts would you use the word "grok"?

> ... in what other contexts would you use the word "grok"?

My understanding: When complex knowledge is absorbed through deep immersion.

I was surprised to see to grok as a synonym for (? a possibly very superficial flavour of) to understand.

Would have loved to know why, from a linguistic perspective, GP used that word in this context.

Presumably it gives them a lot more flexibility in deciding who has to pay more.

With published thresholds they’re less able to upsell someone just shy of the limit without publicly changing the tiers. Doing that has the potential to upset existing customers who are over the new limit all at once, while also providing intel to competitors looking to undercut them.

They don't want you to know where you are. It's like Kafka but the liberterian edition.

I think it being difficult to grok is the point, if they laid down exactly how much they want you to pay for bandwidth then it would be easy to go price shopping between them and the competition. But when it's "free" bandwidth, with a fuzzy line where it stops being free, and ambiguous pricing when it does, they can hook people in with a great deal and try to shake them down later.

I still encounter people who refuse to believe that CF bandwidth isn't really free, when you can easily demonstrate that it's not by just observing who uses them. If their bandwidth truly was free and unlimited with no catch whatsoever then every bandwidth giant like Imgur would use CF, but they don't. Imgur uses Fastly, probably because it's cheaper than CFs "free".

Yeah our pretty large company switched to CloudFlare thinking of all the dollars they would save with little research but within a year were back at Akamai.

And Akamai is very expensive.

Free hits obscuring ruinous costs is a time honored strategy of drug dealers and all kinds of shady businesses.

I suspect this is the answer, and it's just "momentum". once you're at a location and you're doing considerable "stuff" the move becomes painful and $200 more a month doesn't seem a lot if you're a company, but if they do that every 6 months or so before you know it's $1000 a month

I think an order of magnitude more is not unusual. OP was being asked to pay $120K a year.

That's not how the "free until it's not" pricing model works :P

IMHO it's just the price finding model that CF has adopted, I expect in the future they'll release limit numbers... unless they decide not releasing numbers is more profitable (i.e. the used car sales pricing model)

We had a similar experience. Stuff suddenly started breaking for 10% of our traffic, support dragged their feet for weeks wrt any sort of insight as to what was going on, and then the answer was “you’re over an undocumented limit, try the enterprise plan”.

Fwiw this was some years ago and we moved most of our stuff away from them in response. I didn't get the feeling that this was malicious from their side, more like growing pains / mediocre support people / etc. But the end result was the same as you describe, except we chose not to pay up.

EDIT: more context: I shared this story on HN once before, jgrahamc responded with “please email me”, we did but it didn't move the needle. This further convinced me that CF just has a lot of stuff going on and something weird about our traffic made them error out. My suspicion is that the enterprise plan was supposed to make it internally defensible to pour more engineering resources into our case, but they were never explicit about that which made us worry enough to not do it.

I think that a large reputable business like CF should be clearer about stuff like this. That said, as someone running an API business, I also hold some sympathy for “customer does something weird an unexpected, it’s hitting a limit we didn't even know we had, srsly now what?”. The answer to that should be “work together with the customer to get to the bottom of things, customer might need to make changes too”. They didn't do that, which disappointed us, but I can relate to the situation nonetheless.

We’re still a CF customer, just not for this part of our offering.

> undocumented limit

this makes it sound like the limit is automatic or applies non-discriminately to customers, but my first instinct is that this was manually set by someone, maybe the sales reps again?

Yeah so I think it might’ve been a real system limit of sorts. Something timing out somewhere, some pipe getting clogged in a way that their edge nodes couldn’t scale their way out of the way they usually do. Eg because the scaling/monitoring code didn't detect that particular pipe getting clogged etc. We had weird long-running http requests at the time.

Note, this is pure conjecture, I’m just well aware from my own engineering experience that stuff can break under varied load in all kinds of unexpected ways. A large part of the work of an infrastructure business is going “woa shit I hadnt expected that we could fail in that way too” and then building infrastructure to be able to handle that case. You simply can’t predict everything your customers are going to throw at you. I think this was what happened + not sufficiently knowledgeable/experienced support. But I admit that I’m really just guessing.

The alternative would be that CF purposefully dropped 10% of our traffic to convince us to upgrade to enterprise, and despite our bad experience, I don’t believe they’re that kind of business. And if they were they handled it very badly because it took them 3 weeks of feet-dragging to even bring up the upsell.

> I don’t believe they’re that kind of business

I didn’t either, but then I read this post :/

Fwiw I still don’t. Large companies mess up too sometimes. This is what it looks like when a sales team messes up.

I've hit one of these undocumented limits before where stuff would randomly start to fail. Once I was able to get a sales rep to talk to me about it, the problem suddenly went away. I didn't even need to buy an enterprise plan, but would have had they asked me to do so.

I wouldn't trust a company after they pulled this stunt just once. Why are you letting them do this to you(r company)?

it's not me -- which is why i'm not nervous about talking about it on HN. I work in the non-profit sector and don't currently use Cloudflare. Just stories I've heard from others.

I'd guess that the cost of switching/cost compared to other alternatives/cost compared to business value/revenue, remained sustainable for the customer, who didn't want to deal with a switch.

In truth, this is kind of how "enterprise sales" has always worked? The salesperson trying to figure out the biggest price that won't lose the customer? But additionally having unclear terms and unclear length of contract (or really no contract locking in your terms/payment) is definitely in the vendor's favor...

My experience with Pulumi enterprise sales has been that they’re fairly forthcoming about how much everything will cost based on usage.

I think it’s weird to accept an enterprise contract without explicit terms…

I thought about using CF in some of my deployments.

After hearing about these sorts of "discussions" from other colleagues, I certainly talked about using their services.

And then I realized that I had to hand them over my DNS? Uhh, no. It could have been "set nameserver to ours in your DNS console".

And also there was the recent SSL spoofing they're doing even with DNS with no hosted websites. And they charge money to send a revocation.

The whole thing is a hot yipes!

> It could have been "set nameserver to ours in your DNS console".

... that's how it works? They give you the nameservers to use, you set your domains up with them.

You can register a domain through them, but don't have to.

>And then I realized that I had to hand them over my DNS? Uhh, no. It could have been "set nameserver to ours in your DNS console".

>And also there was the recent SSL spoofing they're doing even with DNS with no hosted websites. And they charge money to send a revocation.

What's your threat model here? That cloudflare will go rogue and... MITM your users? Can't they do that even if they're not in charge of your DNS? Even if you point an A record to them, that's enough to get a certificate via an ACME http-01 challenge[1].

[1] https://letsencrypt.org/docs/challenge-types/#http-01-challe...

In fairness regarding this particular post, the author admits they were probably violating Cloudflare's ToS, and they knew it.

The folks at CF could have been less obtuse in handling the matter. But at the end of the day this is an online casino breaking ToS and they got spanked.

I believed that too, then I noticed they had a feature for the TOS violation that didn't fundamentally change anything. The only difference was you paid for it. In that way it's not your average TOS violation.

I saw that. Not clear to me that there's anything wrong with that. There's a lower tier with more restrictions. You want to do certain things, you need a custom plan. This is not unusual.

The most unprofessional thing CF did in my view was cutting off the customer's service so abruptly. But we have to bear in mind here we're only seeing one side of the story. And again, online casino, violating ToS, using CF's platform to circumvent blocks that were being placed on their website. Potentially to circumvent laws and so forth. That custom quote they received from CF could be pricing in a lot of things, including legal risk.

There's just a lot we don't know here, this isn't a typical customer and the idea that they got cut off abruptly because they told CF they were shopping around is entirely speculation by the post author.

Yeah, those are fair points. I was just surprised to see "you can't do illegal things without custom pricing." It's an interesting avenue.

You don't have to. In fact there are some TLDs that they don't even support.

You just need to configure the nameservers and that's it. That's how I do it for mine.

You forget to mention that the DDoS traffic causing these issues are also behind cloudflare, but they don't give a damn about them, for obvious business reasons.

Cloudflare controls supply and demand, which, by definition of the law, should be classified as extortion.

> should be classified as extortion.

It meets the definition of a RICO "enterprise". The question is, will anyone bring it up for judicial review?

Look up "www.crimeflare.org/cfs.html" in the web archive on http port 82.

This guy ran a DNS for years to prove it until he disappeared. Lots of nazi websites, ddoxing sites, crime networks, conspiracy sites, ransomware groups and russian misinformation campaigns that he uncovered.

Honestly I don't see another way to gather the data necessary for this otherwise. You have to have the DNS data to be able to imply intent.

How crimeflare worked: https://www.marketingscoop.com/tech/piercing-the-cloudflare-...

>It meets the definition of a RICO "enterprise".

1. It's probably not RICO[1]

2. Are businesses under any obligation to take down shady businesses (eg. DDoS services that are ostensibly stress testing services) absent a court order?

[1] https://web.archive.org/web/20180305062824/https://www.popeh..., specifically sections "Wait. Isn't the defendant the enterprise?" and "So what's "racketeering activity"?"

Do they offer tangible benefits to justify the higher fees?

That's the thing that gets me about all types of subscriptions / pay walls. You have my attention momentarially, make your best pitch as to why paying you is in my interest.

Our experience has been quite the opposite once we were forced to migrate from a free plan (a long time ago after what felt like abusing the free plan due to the amount of bandwidth we were using).

The bandwidth caps and all included features were clearly spelled out in the entetprise contract and when we went over, they didn't push for a contract renegotiation unless the overage lasted like 3+ months. And we frequently got new features included in for free.

In fact, recently they asked to renegotiate the contract due to some obsolescence and we ended up significantly dropping the bill as a result. Kind of backfired on them, I wonder if the account manager is kicking herself for this.

> In fact, recently they asked to renegotiate the contract due to some obsolescence and we ended up significantly dropping the bill as a result. Kind of backfired on them, I wonder if the account manager is kicking herself for this.

Only if the cost of supporting the depreciated feature was less than the delta.

The thing is, she said it was strictly some contractual thing, that all renewals need to be in some new format. The feature set remained the same.

The new contract did put limits on some things we didn't have formal limits on before (like number of DNS queries), but aligned with our current usage, so our bill didn't go up.

I've been meaning to probe renegotiating pricing because we've been on this billing tier for probably a decade, and in the end some things we were able to negotiate down, and some rearchitect on the tech side to drop the usage by a staggering amount. We're still working out exactly what that amount is, I have several more weeks before renewal.

It's good to have an alternate experience shared, thanks!

Perhaps the stories I have heard are from people with particularly bad/aggressive sales reps, or who are particularly bad negotiators on their side.

I will say, though, that the free plan is marketted as without traffic/bandwidth limits, and has no traffic limits in it's terms of service, no? If it is possible to abuse it with an amount of bandwidth, rather than this being a "feeling", wouldn't it be more clear and transparent and respectful to just make it clear in the terms?

. I've always found it weird that they are so elusive and ambiguous about quota and allowances. It's a deliberate technique for targeted upsells, but it's not the best way to do business IMO.

Racketeering is easier and more profitable than actual services.

Shocking how often "gatekeepers" fall to the temptation.

Speaking of racketeering, it's an enlightening experience to search for "stresser" or "booter" providers (euphemisms for DDoS-as-a-Service) and look up their NS records to see who helping them ward off competitors DDoS attacks and keep their origin servers hidden. 9 times out of 10 it's Cloudflare, with the few exceptions being DDoS-Guard, who more or less specialize in facilitating crime.

See also early "anti" virus industry.

I wouldn't be the least bit surprised if DDOS protection providers were using DDOS on their prospective customers via proxy. Problem, reaction, solution. Did you pay your "protection" money this month, Luigi?

This is a really important lesson here. Don't put your eggs in one basket, and if network delivery/etc. is core to your revenues and livelihood, don't trust a random third party host to look out for you.

10TB/80TB at 120k/yr, either way, Cloudflare is taking you for a ride.

If you aren't self hosting, you're really doing it wrong.

10TB/month is 30 megabits/sec on average. Not much for a CDN. They probably need Cloudflare more for DDOS protection than anything else, I'd think?

> Don't put your eggs in one basket

Yet everyone in "ai ai ai ai" is buying up Nvidia/CUDA like there is no tomorrow and then pooping on AMD for even trying to do anything.

History loves to repeat itself.

What is "don't put your eggs in one basket" here? Your DNS has to point to something... and changing it will go through propagation delays, during which it will be down if you are banned suddenly.

It's not like you can have your domain/DNS somewhere else and point to Cloudflare IPs (to not put DNS and CDN in same basket). Cloudflare does not allow that setup.

You can't protect your website from your DNS provider or hosting provider suddenly kicking you off. You are going to be offline for a couple of days.

> You can't protect your website from your DNS provider or hosting provider suddenly kicking you off. You are going to be offline for a couple of days.

Sure you can. Colocate in two or three places. You're your own DNS provider and your own hosting provider. If one of your colocation companies doesn't like what you're doing for whatever reason, you use the other two until you replace that provider.

"Do it all yourself" is a far cry from "don't put all your eggs in the same basket". The latter principle I agree with, the former not so much.

And you are still unprotected from your DNS registrar kicking you out, directing your domain to some "customer terminated" page until you can find another registrar, and have new NS records propagate (days).

You're not really making any points, or at least none that're relevant to this discussion.

Let me summarize: businesses do silly and sometimes stupid things for irrational reasons, or for reasons they never care to divulge. To avoid what happened that led to this discussion, the most suitable solution is to not be at the whims of companies that don't communicate well.

The legal requirements of domain registrars are clearly spelled out, unlike the TOS from, say, Cloudflare which leaves tremendous amounts to the imagination. These are not the same at all.

After reading this article carefully I have a few thoughts. Firstly you were knowingly in violation of TOS after they pointed it out to you. Violating their TOS is a fast way to have your account suspended.

Secondly I'm a little confused why they would require you to pay a year upfront? I would like to hear from cloudflare as to why they required this? It's pretty fair for them to ask you to pay a year in advance because of the risk that you carry as a gambling company.

Cloudflare needed you to have to enterprise plan to remove liability from them. It's not even a big request, they have specific pricing plans for a reason.

Every customer is in violation of the tos if you read the html-only section

They know this

There is a single mention of html in their terms, and it just restricts wrapping cloudflares software. Could you link me the section where they restrict anything to html-only?

Why is HN demoting this article?

It was at the top of HN, then quickly buried to #20-#30. It is now at #27, being a hour old with 318 points.

Yep, from #1 to bottom of the first page in 5 minutes...

It is actually more likely it is the opposite, that it got temporarily boosted to get exposure, and then fell back as interest vaned. If mods want it gone, then it will be gone.

175 comments and +350 points in 1 hour is anything but "vanished interest" imho.

In the last 10 minutes, it got 35 more upvotes, but dropped from 27 to 30.

It was significantly downranked after about an hour on #1: https://hnrankings.info/40481808/

Looks like a group of people decided to bury it

It has become apparent that doing business with Cloudflare is a liability.

This is the nail on the coffin, but make no mistake, Cloudflare has been a liability. It's a massive Man In the Middle decrypting all traffic, including OkCupid and 4chan for example. Imagine all those 4channers learning they aren't actually anon.

That's literally their business and why people use Cloudflare.

Caching, detecting+modifying headers, routing traffic, ...

The recommendations to, basically, not keep all your eggs in one basket and have backups of config are surely good ideas. But if you have to plan on dropping cloudflare in some arbitrary 24 hour window, perhaps it’s CF that’s the problem. This sort of stuff and other recent articles about CF are so worrying that it’s now being run by the finance team (hence why every email they got in this article was from sales teams rather than any technical folks).

Also; if not registering domains on CF does anyone else do at-cost or otherwise super cheap pricing?

I’d say be wary of any public company and actively make plans to get out of any company that gets acquired by private equity.

Actually had a sales call with Cloudflare in the last month and I got some bad vibes from the whole experience. We did not end up going with them.

May I ask who you ended up going with? We had a similar experience recently and have some concerns with anything on CF.

We already have DDoS protection from our colo provider and it wasn't clearly advantageous to switch to Cloudflare. We were mainly interested in zero trust but I don't know what we're looking at as of now; we still use various VPNs which, while not exactly fashionable, do work for us.

Wisdom of the ancients: Always make sure your domain services are completely independent from your other service provider(s), regardless of whether Cloudflare is involved. (Sorry, no recommendations at this time.)

Do we know of any alternative services providing at least the basics of what Cloudflare does?

Such as:

  - Unmetered DDoS protection (i.e. no absurd base fee for it existing)

  - Unmetered rate limiting (protection against cost attacks on the next)  

  - Reasonably priced object storage (i.e. not more expensive than numbers listed here https://blog.cloudflare.com/aws-egregious-egress)

CloudFlare does not provide unmetered anything, at best they provide services on a discretionary basis while trying as hard as possible to make it appear this is not the case. It's better to think of their product line as a CRM system with some CDN features on the side

Easy to build in a few weekends, grab a few geodistributed racks with Mellanox NICs and do HW offload. Obj storage is a similar NVME DMA approach.

To be fair to CloudFlare - let's replace "unmetered" with "fair use".

Very typically free = actually "fair use".

Where it gets murky is when this becomes a shotgun sales tactic.

How is this not still #1? 488 upvotes in 3 hours. It was number one, the right to the third page? sus...

This reads more like a shakedown than anything. Even if the casino was being dodgy, CF went in asking for more money, not demanding that they stop doing whatever it is they were doing.

This sort of situation is not time for an angry blog post. It's time for lawyers. OP needs to speak with counsel and find out whether they have a claim against Cloudflare for interfering with their business in this way. (If OP's business is so illegal they can't get a lawyer to help with that, that's another story, but it sure doesn't look that way.)

Fundamentally, the OP might be involved in something scummy or at least against Cloudflare's TOS. But if that's the case, if you have a customer who is violating your TOS, you don't hit them up and say "pay me an extra $119k a year and I'll look the other way". You say "here are your violations, fix them and prove to me that you fixed them, or pay for plan X which has terms under which they are not violations."

The way Cloudflare handled this is completely inappropriate and even if it wasn't their intention, makes it seem very strongly like extortion. Two wrongs don't make a right, and OP's business being possibly shady does not give Cloudflare license to extort them.

What are lawyers going to do about the clause that says they can drop anyone any time?

Trying enforce "reasonable behavior" by suing is a massive money pit that might yield nothing at all.

Doesn't matter if you're an asshole company or not: always have an exit plan and test it.

I’ll be honest, the high pressure to pay almost seemed like a well devised scam or phishing email.

Scammer does recon on victim. Notices they use CF. Use high pressure sales tactic to get them to pay a hefty sum up front or else lose access.

But as you read on, I see company did their own DD and followed up directly with CF executives and teams. Confirmed account is locked at CF.

In this case, CF is acting scammy.

I wonder if they are having liquidity issues thus the push for high pressure sales tactics and blackmail.

Way to bury the lede of OP running a gambling site and doing a ton of shenanigans to make it legal in different jurisdictions. I understand why you might think you shouldn't lead with that but it puts the entire response from Cloudflare into perspective as dealing with gambling sites sounds like a headache and it's reasonable they might not want to run that kind of venture on a regular plan.

Rule #1 in any work, business, or even personal and social life: never put all your eggs in one basket. For CF first example, only use the cdn part, don’t use the registrar one, there are more registrars out there, don’t use their worker, use something else, and do on. It’s for obvious reasons, when shit happens, you can mitigate the impact quickly and easily compared to using all at once.

They figured out that they are losing money with you and offered to negotiate a new plan which was declined so they made and offer which was ignored and you let them know that you maybe want to change the service so they magically found an violation and after still not accepting their offer they took you down.

Pretty standard behavoir from both sides with room for improvement. They should have been more clear about what's going on and you should have been more insightful what they wanted.

In my opinion they acted to fast and not really cooperative, but if you wouldn't have declined the initial offer and started to figure out why they offer it and what options there are, you would have came out with a better deal than 10k/month and likly without 1 year upfront payment which would have given you the time needed to transition to another service.

Meta:

455 points, 3hrs old, but on the 2nd page of HN. What's up with the algo?

I'm not sure. It was on spot one on the first page, then something happened and it got downranked: https://hnrankings.info/40481808/ maybe due to being flagged by people (according to another comment).

I guess it's due to general negative sentiment towards casinos, which may be understandable but doesn't (in my biased opinion) change anything about CF's behaviour in this post. I would have left it out but it's necessary in order to provide the full context.

Is this why cloudflare manages to be cheap?

They manage to be cheap because it's massively multitenant infra

It's unclear as it shouldn't be possible to be cheap. That said, in a world of data, Cloudflare being a massive man in the middle (MITM) probably means something [1].

[1] Cloudflare decrypts your traffic, reads it, and then forwards it. They see all encrypted data going to and from your website, in plaintext.

This data collection project has a name: "Project Honey Pot" (and had excellent relations with FBI), look closely the story that led to Cloudflare.

https://www.projecthoneypot.org/cloudflare_beta.html

Wow. This is a travesty if I've ever known one. Hopefully, that can be posted and upvoted on HN.

I actually like Cloudflare very much from a technical perspective, so I wouldn't want to hurt them.

In fact, the company vision and values (as the team grew) may have changed over the time, but originally it seems it was somewhat of a different spirit (and closer to a data collection network).

Their business model is described in their S1 filing: https://www.sec.gov/Archives/edgar/data/1477333/000119312519...

* Cloudflare operates at a scale where its caching saves a lot of bandwidth, which saves ISPs money, which makes Cloudflare an attractive partner for peering and co-location.

* CDN is a platform on top of which Cloudflare can offer a lot of additional services that used to be expensive dedicated middleboxes.

Or CF had already decided to kick them off the platform and tried to get some money before they did so.

The casino in question is Gamdom btw

Im reading between the lines here but it seems like the traffic amount, the saas subscription tier, and the actions required to remidiate some issue were all unaligned.

1. Its quite possible thar CF having this site on some multi-tenant infrastructure could be threatening. Not unreasonable at least to ask them to have their own IP block.

2. If thats the issue then a clear explanation should have been provided. Routing to sales is inexcusable. Someone isnt being transparent.

3. If it’s a pure cost / revenue issue then say that, set a deadline and negotiate. This is bad karma and even though CF is clearly the market leader, what they do isnt rocket surgery. Not worth it.

What stands out as odd to me is that CF seems to be pushing away a $10k/month customer. No business can reasonably be expected to accept sudden price changes like that, even if they'd paid, they would've moved away within a year.

Given that the article is an online casino that seems to be using potentially ToS violating domain rotation, and that they pay so little per month for apparently millions of users, I for one will not form an opinion on CF based on this article before CF has a chance to defend itself.

My thoughts here are also all speculation, but when you mentioned multi-tenant issues my mind immediately went to a situation I've seen all too many times before:

- a companies ops team identifies a tenant that is too heavy/burdensome for multi-tenant infra and is causing issues. These issues can cost a serious amount of money if you factor in dev/ops times to resolve, other customers impacted, etc. Certainly more than what a hypothetical single multi-tenant customer could be paying

- they escalated internally and need the tenant moved to enterprise asap to resolve

- the only reason the tenant was on multi was because sales sold them the wrong thing, so now it's on sales to explain how to fix this

- improper handling internally results in this landing only on sales, with no backup, and with their task being to get them to take enterprise

- when the customer refuses enterprise they go "we've tried nothing and we're all out of ideas"

Again, this is totally speculation and I'd hope CF has more mature practices than this but this is a scenario I've seen before in much smaller orgs.

If you depend on one vendor, as CTO always have a plan-b prepared that you can pull out and execute. Stall, stall, stall while you're executing your plan.

$120k will never be enough, price hike is incoming for renewal.

Okay, with this thread, I'm learning and need to:

One Question: For the Web site for my startup, I have the ASP.NET code running so ASAP will be getting into to a business account with my ISP, IPs, domain names, DNS, etc., at least for the Alpha Test.

So far, my intention is to host my own Web server. I've heard of CloudFlare, how they can help stop DDOS attacks, etc. but so far have hope not to use them.

Question: How realistic is it for me just to host my own Web server and, e.g., avoid any chances of problems with CloudFlare, the Cloud, VPNs, etc.?

Thanks!

Regardless of who was in the right....it scares me how much cloudflare and the cloud have become ingrained in the internet.

Imagine getting banned by cloudflare or some other cloud provider....

has this happened to any businesses that were not questionably legal?

There are links in the article, for example:

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

https://news.ycombinator.com/item?id=34639212

Also:

https://news.ycombinator.com/item?id=31336515

Thanks, I was genuinely curious

In both examples you provided it was less "banned" and more "switch to a higher priced plan or we'll kick you off". In both cases they seem to be bandwidth related, and in the second case specifically they mentioned having hundreds of terabytes bandwidth but were upset for being told to upgrade to the $200 plan.

> causing… irreparable loss in customer trust

> I'm a SysOps engineer at a fairly large online casino

Oh no, a casino losing the trust of its customers? Those places are normally so scrupulous!

Billion dollar unregulated casino that is burning through cloudflare ips.. i don't see where cloudflare can be blamed here, they stated you should BYOIP, you didn't approve and were banned, their is no blame here.

Just FYI some countries ban casino domains/ips that are not licensed to operate even when its "just a landing page that says sorry not available"

Can a sales rep de-platform you?

I hope that’s not the case, because that would allow for bad behavior by reps trying to manufacture end-of-quarter sales.

EDIT: why the down votes?

I moved away from Cloudflare—to self hosting our network infrastructure—because, while this didn’t happen to us, I was very aware that it could. We had a great deal on Enterprise for a couple of years, but zero guarantees that it would last (and some indications that it wouldn’t). I wanted to stop praying that they wouldn’t alter the deal.

Sounds like the famous Oracle licensing team.

> When we told them we were also in talks with Fastly, they suddenly "purged" all our domains

Holy shit.

What a way to more quickly show your customer the door.

What’s especially shocking is how closely coupled sales and engineering are. Like I get they talk, but for a sales call to end in engineering pulling the plug…

To me it's pretty clear: Trust & Safety (NOT engineering; they don't appear to be involved) likely raised an alarm saying "Customer X is breaking TOS - no immediate resolution available, but something might be possible given extensive legal & engineering review. Recommend switching to enterprise so we can study how to make it work."

In that light you can see why Sales would be sent as the messenger. But I agree they shouldn't have been involved. Sending a T&S representative would have been better. But then again it looks like from screenshot #2 that they kind of did that? They just didn't have a direct call with T&S.

Nothing shocking here as someone who has been involved in hosting for close to twenty years.

Another issue with Cloudflare is that it seems to be blocking VPN access to sites that have any regional restrictions.

Of course, it is easy to identify the IP addresses of the well-known VPNs, so it's not rocket science, but it does mean that popular VPNs will no-longer give you out-of-region access.

Notable, their Enterprise plan quote included BYOIP. I think that's the kicker. Cloudflare likely got a few of their anycast load balancing IPs blocked in one country, causing a huge disruption, because this customer that makes them no money wasn't in full compliance with local laws.

If that is the “key” they should be transparent and explicit about it. Now it seems CF is a Mafia that realizes one of their extorted business should be squeezed to death for more cash.

Casinos should indeed be squeezed to death, and the money should go back to their victims

> I'm a SysOps engineer at a fairly large online casino.

And for some reason Cloudflare's the bad guy.

For some reason both cannot be the bad guy?

DDoS services are protected by CloudFlare because free speech and legal online casino are bad guys. Good.

$250/month sounds like nothing at all for a site with a claimed 4M MAU. The enterprise rate of $10k/month sounds a lot more reasonable. If everything presented here is accurate, I'm not understanding the sharp discrepancy in pricing tiers. If anything they should've already been paying more than $10k/month for massive traffic on the basic plan and then be able to save money by paying for massive scale when negotiating rates for the enterprise plan.

Also this sounds like an online gambling site of questionable legality, knowingly serving customers in jurisdictions where it's illegal, so I can't say I have too much sympathy, and I feel like Cloudflare effectively fired them as a customer when they realized what they were up to.

According to Cloudflare themselves, 80TB traffic should cost around $100/month. See: https://blog.cloudflare.com/aws-egregious-egress

That's just one of many components of what you pay them in total, though.

Still far from $10k/mo.

The amount shouldn't matter, it's the unprofessional response from CF that's of concern. Also, the author doesn't necessarily say that they would be unwilling to pay more or even negotiate a higher price. The author has made it explicit that CF were more or less unwilling for any practical conversation. That, to me, is the problem. A lack of professional courtesy, communication, and transparency. Obviously there may be details from this exchange which have been omitted but if I were in this position, I would be equally upset.

So when they asked to pay the 10k monthly, was that to gain time to move or was the price acceptable? Does it say anywhere?

Every business with this size should have another CDN as failover, relying on a single provider is proven to be dangerous.

I'm surprised by how many comments seem to assume Cloudflare is at fault. Shouldn't the default assumption be that no one did anything wrong?

In defense of Cloudflare, the sys ops engineer should have understood the situation and knew they were misusing Cloudflares services. They decided to play hard ball by bringing up the fact they were thinking of leaving. And we have no history of the multiple phone calls they had with Cloudflare.

Should have paid the protection money to CF. They need their cut of your gambling bag!

So that's how you make the internet a safer place. Good job Cloudflare!

While the author could improve the narrative in his article, the historical issues with Cloudflare combined with, yet another one, paint a stark picture.

Combine it with the stories I hear about Sales, the numerous other PR fumbles already mentioned in this thread, and the months I’ve personally waited (while on a paid plan!) for ticket responses only to get cookie cutter responses is, quite frankly, embarrassing.

CloudFlare puts in a good front, and their products seem decent, but they really have questionable business practices that should make anyone think twice before using them.

Naively, I imagine that Cloudflare’s math looks something like this:

(Amount owed by customer at end of month times the probability of on time full payment) minus Cost of providing service to customer for one month = profit

Since this is an online casino, could the risk of late/under/no payment be quite high?

Beyond Fastly, what are viable non-extortionist alternatives to Cloudflare?

Huh. Now that was some high-stakes poker right there. It seems the casino knew they were breaking the TOS and paying too little and Cloudflare caught up with that. Then knowing their situation they decided to ask for payment for all the expenses of the previous years (and some extra). In quite passive-aggressive manner.

But the casino still decided to stretch the penny and alas, whoever at Cloudflare was in charge got quite upset their extortion-tactic failed. So they decided to resolve it the American way and kick them out with zero warning - ouch! How fascinating.

I myself like using Cloudflare as it's quite affordable to setup and use. Makes me sad to know they have to resolve to tactics like this to finance their service. Well, at least I don't work in dubious businesses that violate TOS so perhaps I can at least wish for a graceful termination when my Enterprise bill is due.

I guess it's the natural cycle of money always spreading its tentacles to everywhere, and specifically applying pressure after sufficient metastasis and entrenching.

> Make backups of your configuration on Cloudflare. It's an unexpectedly large pain to recreate all those configurations

Better yet, configure CloudFlare through terraform, so all your config exists in your own repo all the time. It also helps day to day since it's not that hard to accidentally flip some switch in the dashboard.

But yeah, do research alternatives. CF has too much power already and will either ignore issues, destroy you, or pay lawyers to protect people trying to get you murdered, depending on their mood. There are better options.

Please stop using cloudflare, cloudflare captcha and google captcha is spyware and it needs to go away.

> captc

This post was definitely demoted by HN. It stayed in the first position for less than 5 minutes and, as it quickly gathered upvotes, it jumped straight into 24th and quickly fell off the first page as it got 200 or so more points in less than an hour.

I'm 80% confident HN tried to hide this link. It's the fastest downhill I've noticed on here, and I've been lurking and commenting for longer than 10 years.

Page 3 at #70 after four hours.

I had to search for it. I was under the impression that HN removed it for some reason.

Does HN has stake in cloudflare?!

Ranking is strongly impacted by the flamewar-detector. Affected threads are automatically downranked to cool things down until a moderator steps in and manually reviews it.

yep, it happens every single time a negative story about cloudflare appears

more than a coincidence

That’s why I use hckrnews-com as HN front-end.

> I'm a SysOps engineer at a fairly large online casino. We have around 4 million monthly active users. We had been happy Cloudflare customers since 2018 on the "Business" plan which has some neat features and costs $250/month for "unlimited" traffic.

Sorry to be “that guy,” but, you’re serving 4 million people at a casino and paying $250 a month for shared multi tenant infra, and you’re SURPRISED you have problems? Really?

To be honest, I’m glad these sorts of businesses get kicked off Cloudflare because it causes problems for others sharing the same IP space and infra. I’ll let someone else with experience discuss how many times a day the network would see a hacking or DDoS attempt against the online casino, which is by far the favorite target of hackers. But in general, I just don’t want any of my infra touching the same stuff as these guys.

Like another person here, I am assuming that Cloudflare ops told someone “tell these guys to get their own IPs and upgrade,” and then the message went to Cloudflare’s (utterly lousy!!!) sales people to try to fix before shutdown, and then it all turned into the mess we see here.

The true moral of the story, I think, is, if you’re running an online casino on a shoestring budget, expect bad things to happen to you. Of all kinds.

What happened to net neutrality? Why bring in sales if the issue is a legal one.

WOW

Just wow. We were in the midst of negotiations with Cloudflare and I’m Going to hard nope after reading this.

I’m guessing they aren’t doing that well and are looking for revenue to cover the holes.

Sales teams can be asinine to deal with. I don't think cloudflare realises how damaging this is for them long term.

Using this as a blatant example of why digital anarchism is needed nowadays

Isn't there some kind of law against companies extorting the customers and being evasive about their terms of service and their prices?

Customer protection laws usually only work for individuals, not companies.

Well, this is disgusting behavior CF. I wonder if OPs company suing CF?

Indeed. Based on what has been shared by OP, they could have a case.

If OP’s business was in fact illegal, CF should have stated it. Now it seems CF is an evil sales driving monster. A monster that grew so big it thinks it can do whatever it likes.

The sad part is that, assuming OP is not leaving out critical parts, multiple people play parts of this evil machine. I’ve seen how sales people think. But this is next level toxic culture. The second customer threats of leaving for the competition, they freak out and pull a bigger lever to destroy them. And the fact that a company allows this to happen…

I would never do business with CF. Good thing i don’t right now. Cause i will definitely take it elsewhere.

A paragraph ends with:

> This could arguably be seen as a violation of the Cloudflare TOS, as they wrote above.

And the very next paragraph begins with:

> In any case, we receive >95% of our traffic through the main domain that’s been unchanged since our founding, and were happy to resolve this issue in whatever way...

And then they complain about paying up?

The only issue I see here is around the aggressiveness on the CF side. But, I was not in those meetings and the way above reads tells me that I might have been slightly mad so perhaps the CF was just taking it out on them?

Anyway. I don't think this is a CF foul.

>I'm a SysOps engineer at a fairly large online casino.

So they did a good thing taking it down, no?? Addiction as a businessmodel is not that cool

Sidestepping the whole ethical conversation and just taking it as a good action for the hosting provider to do it still fails the sniff test as Cloudflare (according to this story at least) didn't seek to take it down rather sought to make more off of it.

Sure, but if two bad entities fight I don't care about any of them, let them fight to death.

If we need to start labeling cloudflare as a "bad entity", then that's a big deal.

After they deplatformed KiwiFarms, I thought that's an isolated case but turns out they are just unprofessional. I can't have pity for a casino service anyways.

Didn’t they also deplatform stormfront and a few others they didn’t like?

Yes but then people argued it's about these websites being bad. Turns out it's just about money, considering Cloudflare has no problem with CP or other website calling for violence and celebrating it.

> a web forum that facilitates the discussion and harassment of online figures and communities. Their targets are often subject to organized group trolling and stalking, as well as doxxing and real-life harassment.These actions have tied Kiwi Farms to the suicides of three people targeted by members of the forum.

Sounds like a pretty abhorrent website

Who wrote that?

CloudFlare only dropped Kiwi Farms because Keffals made it inconvenient for them to do business with enterprise customers. Said customers were looking at Twitter and saying, "Wait, you host WHAT?!"

Before that CF was high and mighty on the "free speech" horse.

There's an old spat between CloudFlare and Malwarebytes where MB was threatening to block all of CloudFlare because they wouldn't remove literal malware. The argument being that running a reverse proxy "isn't hosting", and should be treated differently, even though to literally anyone else there's no difference between an origin server and a proxy.

CloudFlare is just sketchy as all get out, IMO.

Putting my biases on the table: I think CloudFlare shouldn't have hosted Kiwi Farms in it's current state, because I don't think hosting dox should be legal. A website that hosts dox is not engaging in speech, it is engaging in censorship. Hell, in the EU, it's already illegal to host dox, the US just needs to pass a privacy law comparable to that of the GDPR. Kiwi Farms is legal in the US purely for the same reason why the CIA/FBI/NSA can legally buy advertising data from Google and Facebook.

> CloudFlare shouldn't have hosted Kiwi Farms in it's current state, because I don't think hosting dox should be legal

But they keep doing it. Just not KiwiFarms but other websites. I've reported it to them, they claim they are only a proxy (that's not true, they are also the registrar and DNS). Nothing was done.

Sounds about right from the "censorship is when packet loss" crowd.

Cloudflare is evil, even though they do a decent job of pretending they care. They are smart to offer gateway services (gateway as in gateway drugs - stuff to get you hooked) for free to end users, since it grows their fanboi base, gets more people familiar with their services, and gets people hooked in ways that make it very difficult to use something else when their projects grow.

However, any reasonably competent person can see that recentralization of the Internet is a Bad Thing™, and that this is precisely what Cloudflare wants.

Likewise, we know that aggregating our data through a for-profit company that's based in the United States means that collected data is reasonably in the hands of the NSA, which makes their DNS-over-HTTPS scheming suspect.

Just like what happened with the company in this post, we have plenty examples of them abusing their position to extract money from both legitimate companies, like this one which is aware of their legal obligations in various countries, and scammers and spammers alike, who Cloudflare are more than happy to host indefinitely in the name of "free speech".

Their lack of clear communication, their broken abuse reporting, their continued claims that they don't "host" all show them to be antagonistic towards anyone negatively impacted by their facilitation of illegal activity.

Cloudflare is an evil company that just happens to be better (but not great) at hiding it than other evil companies.

> However, any reasonably competent person can see that recentralization of the Internet is a Bad Thing™, and that this is precisely what Cloudflare wants.

It's an inevitable outcome, as long as there is nothing done against the big threat actors: government-run APTs from China, Russia, North Korea and Iran, government-tolerated scammers (India, Turkey), rogue actors in our governments' security services (e.g. Pegasus), ordinary criminals mass-hacking vulnerable devices and selling access to them to be abused for DDoS'ing for less than the cost of a coffee at Starbucks... it's a wild west, and people are hiding themselves behind the largest giants they can find: Cloudflare, Akamai, AWS, Azure and GCP.

[1] https://en.wikipedia.org/wiki/Pegasus_(spyware)

You're throwing unrelated facts at the statement. Recentralization has absolutely nothing to do with being protected from DDoS or from other threats. Now, DDoS (and other kinds of) protection can be done by recentralization, but that's just one possible way.

Saying it's inevitable makes you seem like a Cloudflare apologist, which unfortunately we see way too often here on ycombinator. Has anyone refuted my suggestion that Cloudflare is knowingly evil? No. Have they downvoted because my information is incorrect? Also, no, or if they think I'm incorrect, they haven't bothered pointing out how.

People want to like the things they choose, and this, unfortunately, is where Cloudflare is cleverer than other large, evil companies.

The consistent reaction when I brought up Cloudflare with other CDN technical and sales teams, as of about four years ago, was a laugh and something along the lines of “yeah we’ve got some customers with some stories about them”.

Bait-and-switch seemed to be the most common pattern, plus crazy-high prices once you’re on the “switch” side of things.

But their sales team was so uniquely uninterested in our business that I never had to find out first hand.

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