How Cloudflare erroneously throttled a customer’s web traffic

On February 2, an unusual bandwidth throttle was applied by a Cloudflare engineer to a customer's website, causing it to become unusable. This throttle was mistakenly believed by the support team to be due to a breach of their agreement, but the customer was actually following their plan and not in violation. The incident resulted in internal confusion and poor communication between teams at Cloudflare. They are now establishing clear rules for such actions with multiple levels of approval and improving tooling to reflect this. They also aim to improve terms of service and provide clear explanations to users about permitted services under self-service plans.