Operational guidance

Understanding Maintenance and Availability

Also refer to Monitoring and alerts.

Cloudflare performs regular network maintenance that may impact CNI connectivity.

• Maintenance impact: Maintenance windows average six hours. Customers who are not redundantly connected to diverse devices, for instance in single-homed PoPs, will experience a complete service disruption on CNI in that location.
• Designing for availability: For critical applications, deploy CNI in locations that support diversity on the device level (multi-homed PoPs). Cloudflare does not guarantee coordinated maintenance between PoP locations.

Troubleshooting

When facing connectivity problems, your first action should be to check for broader service disruptions. Visit https://www.cloudflarestatus.com/ to see if any scheduled maintenance or active incidents are impacting services. This helps determine if the issue originates outside your network. Refer to Monitoring and alerts.

If no system-wide problems are reported, gather the following information before submitting a support case. Providing comprehensive details facilitates a faster resolution:

• Timeline: When the issue began and ended (if applicable), including the timezone.
• Identification: The CNI IP address or point-to-point prefix for the impacted CNI. If your CNI is part of a Magic setup, please also provide the name of the Magic Transit/WAN interconnect as listed in your dashboard.
• Physical Layer: Light levels of the CNI link (if applicable).
• Service Impact: Confirmation whether Magic Transit / WAN traffic was affected.
• Problem Description: A clear summary of the issue (for example, CNI down, BGP session down, prefixes withdrawn).