FILE 02 / 04
Provider dossier
Anthropic (Claude)
What Claude users keep running into, and the evidence that matters when they do. Anthropic publishes more incident detail than its peers, which, used well, works in your favor.
Outages and infrastructure strain
- Repeated clusters of elevated errors, 529 "Overloaded", and multi-service outages (claude.ai, API, Claude Code, Cowork).
- Claude Code has had agent-loop bugs that multiplied load and took systems down.
- Anthropic publishes status updates and occasional detailed postmortems, quotable evidence.
Model quality regressions
- Instruction-following collapse, especially on Opus-class models: ignores established rules, invents constraints, contradicts prior decisions.
- Hallucinated memories and false quotes from earlier in the same context window.
- Inconsistency: the same model brilliant on one task, unusable on the next.
- Some quality drops were later traced to overlapping infrastructure bugs (context routing, output corruption) rather than intentional model changes, documented in their own postmortems.
Support access
- Fin, the AI support bot, is the front door for almost everyone.
- Human support is effectively gated to Enterprise or designated contacts.
- Account locks and refund denials are recurring complaint themes; regular Pro/Max users often find no visible escalation path.
Usage and rate-limit opacity
- Session multipliers (5x/20x) vs hard weekly caps create confusion, the weekly cap is the real wall.
- Users hit limits faster than expected, especially on coding-heavy workflows.
What moves the needle hereAnthropic
Start with the boring stuff. It's usually the strongest stuff.
- Status-page incident history matched to your billing month + invoice numbers.
- Anthropic's own postmortems, quoted back.
- Clear before/after examples of instruction failure, always stronger than "it got worse".
Where your evidence lives
Invoicesclaude.ai → Settings → Billing → Invoices. Save each as PDF, note invoice numbers.
Usageclaude.ai → Settings → Usage. Screenshot session %, weekly %, credit balances, and warning banners.
Status historystatus.claude.com → incident history. Print/export your billing months to PDF.
SupportChat widget at support.claude.com. Note the conversation ID; it emails transcripts.
APIplatform.claude.com (Console) → Usage & Billing. Export usage logs and invoices for the affected period.