We’ve always focused on building a rock-solid platform that offers enough hosting choices to suit a wide range of businesses.
And given how many organizations rely upon Cloudways today, we’ve been successful. Businesses, agencies and individuals around the world host crucial applications through Cloudways. Why? Because we’re flexible enough for whatever choices you want to make. You pick your cloud provider, the location and size of your servers, and you choose which applications to run with no restriction on the use of themes, plugins/extensions, and settings.
However, as we’ve grown it’s become obvious that one part of our business – customer support – hasn’t offered choice in the same way. Rather, we’ve tried to be all things to all people. This isn’t the Cloudways way, so recently we’ve enhanced our approach.
When we designed your new support options, we knew what we didn’t want to offer. Customers have come to us after other hosting providers promised the earth but left them stranded. We’ve seen everyday “managed” services with very high premiums, and shared hosting support that falls below the expectations of today’s businesses. With us, you avoid these traps. Our customer support can align with your needs, expectations, and budget.
We’re Ramping up 24/7/365 Support for All Our Customers
Your peace of mind is as important to us as it is to you. That’s why we’ve invested a lot in building out our support capacity and quality.
We have almost doubled the size of our Support Team size over the past 12 months. A new Academy Program prepares every new recruit to give informed and professional support from day one. We’ve also built a set of powerful new Application Monitoring tools directly into the Cloudways platform.
This best-in-class customer support is available to every single Cloudways customer, every hour of every day.
Introducing Two New Priority Support Add-Ons for a Closer Hosting Partnership
We want to do things differently by offering even more choice to our most demanding customers.
Our new Advanced Support and Premium Support add-ons are designed for growing businesses and agencies who need a reliable hosting partner.
They offer an ongoing, working partnership between our team and yours. They improve the response times and other SLAs that you can expect, and expand the range of hosting and application issues that we’ll help with. Premium Support gives your team more immediate ways to contact us, too.
It’s your choice to add Advanced or Premium Support. If you do, it applies to every server and every site under your account.
Full Details of the Choices on Offer
- Compare the Advanced Support and Premium Support add-ons to see which one suits you.
- See the Support Scope page for a complete description of Standard, Advanced, and Premium Support. This covers response times and other SLAs, the range of issues that we can help you with, and how you can contact us.
If you have any thoughts on hosting support, the choices that we offer, or other ways we can help maintain your peace of mind, please reach out. Onwards and upwards!