How Cloudflare erroneously throttled a customer’s web traffic
Feb 7, 2023Jeremy Hartman, Jérôme Fleury
Summary
This post details an incident where a Cloudflare engineer erroneously applied a bandwidth throttle to a customer's website traffic due to a misinterpretation of a network congestion alert. The incident highlights a lack of established process for throttling customers and a need for clearer communication and approval workflows for actions that impact customer domains. The post outlines immediate steps to establish multi-level approval for such actions and improve tooling, as well as a commitment to revising terms of service for better clarity.
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