Support
Cloudflare's support often receives mixed reviews, particularly for users on free or lower-tier plans. While extensive documentation and a strong community forum are available, direct technical support response times for free-tier users can be slow. Several G2 reviews highlight this, with comments like 'Horrible Support' and 'Support very unresponsive,' often citing issues with support not fully understanding the problem or delayed responses.
For enterprise-level Cloudflare customers, the support experience generally improves, offering more dedicated channels and quicker assistance. However, for DMARC Management, which is currently in beta, the support availability and responsiveness might still be in development. Our experience indicates that self-service and community resources are prominent, requiring users to be proactive in finding solutions unless on a premium plan.
Proofpoint is known for its enterprise-focused solutions, and their support model reflects this. They often provide dedicated consultants and professional services to guide organizations through complex deployments, especially for DMARC. This high-touch approach is a significant benefit when dealing with the intricacies of email authentication policies and infrastructure changes. One G2 reviewer stated, 'Having a professional team driving it is great.'
However, some G2 reviews indicate that despite the high-quality support, responsiveness can sometimes be an issue. A reviewer mentioned, 'Their support is not responsive we need to follow up at least 2-3 times to get a single reply.' Another noted that it can be 'hard to find time on their busy schedule.' This suggests that while expertise is available, accessing it might sometimes require persistence, aligning with an enterprise-level, scheduled support model rather than instant access.