> which means they will pay OP's issue attention which is what OP wants anyway as a resolution. Win/win.

Precisely this. It isn’t always about getting your whole day in court; sometimes it’s just about getting a human to intervene at all.

That said, arbitration would be just as acceptable as small claims court here. Either way, legal will see the petition and escalate internally. Arbitration costs a lot more than having someone open a support ticket, especially if your complaint says in plain language:

“This is solely to get a human to tech support my problem because I’m trapped in a phone tree loop that won’t let me file a support ticket. I plan to withdraw my complaint as soon as a human being engages with the technical issue preventing me from contacting support, so I can resume spending my money on Cloudflare.”

(Notice that this is careful not to demand a resolution to the issue. That’s really important.)