[simonebrunozzi]

Kenton, what a great response.

I worked in tech for the past ~20 years and I've seen my fair share of exchanges like this one; your answer contains essentially everything I would have recommended:

- you clarified the issue

- you didn't take anything personally, but used a humble and warm approach to "defuse" the "rant"

- you admit the limitations of your company's current approach and immediately provide suggestions on how they can be improved (e.g. free plan being "confusingly-named", "We should probably document this better").

Only thing you might be missing is:

- Contact me at $email if I can be of further help

In any case, well done. Cloudflare has a great reputation and you are making it look even better.