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Priority Support That Goes Extra Mile

Peace of Mind for Growing Agencies and Mission Critical Websites.

Priority Support

24x7x365 Priority Live Chat and Ticketing support with our Senior engineers and improved SLAs

Private Slack channel

24x7x365 Private Slack channel with our Senior Engineers. We partrner with your team to help you grow.

Phone Support

24x7x365 Phone Support with our Senior Engineers

Customization

Ability to Customize your Stack/Server e.g deploying additional packages, specific configurations etc

Troubleshooting Plugin/Themes

Our Engineers will help you troubleshoot errors/conflicts with Plugin/Themes

Performance/DB Optimization

On-demand Performance/DB optimization tweaks to ensure your application is performing well

Server Errors investigation

Collaborate with your team for deeper investigation of common Server errors (500, 502, 503… etc)

Proactive Monitoring

Our team will proactively inform and start investigating if your Server/Stack is down.

Dedicated Account Manager

Your dedicated Account Manager to help/guide you through out your journey with Cloudways

We are your 24x7x365 extended team of Senior Engineers

Looking to get hassle-free server management with instant and extended support? Our dedicated human support add-ons provide complete peace of mind as if you have hired your dedicated 24/7 technical support team. Ideal for growing Agencies and businesses with critical websites or web applications.

FIND OUT MORE

Choose A Support Add-on

Pick an add-on that best suits your business needs.

Standard By default Advanced $100/mo or 10% of your invoice
(Whichever is Higher)
Premium $500/mo or 10% of your invoice
(Whichever is Higher)
Support channels & Availability      
Live Chat – 24x7x365 (Priority) (Priority)
Ticketing – 24x7x365 (Priority) (Priority)
Private Slack channel with your team members – 24x7x365
Phone Support with Senior Engineers – 24x7x365
Detailed and Searchable Knowledgebase and Community forum
SLA      
Service Level Agreement (SLA) Standard SLA
  • Live Chat (24x7x365)
    – 15 minutes max chat duration
  • Ticketing System (Instant live chat available 24x7x365)
    – 3 hours (High Priority)
Read here in detail about our
‘Service Level Agreement’
Improved SLA
  • Live Chat (24x7x365)
    – 30 minutes max chat duration
  • Ticketing System (Instant live chat available 24x7x365)
    – 30 minutes (High Priority)
Read here in detail about our
‘Service Level Agreement’
Premium SLA
  • Live Chat (24x7x365)
    – No Limit (Chat offered via private Slack channel)
  • Ticketing System (Instant live chat available 24x7x365)
    – 10 minutes (High Priority)
Read here in detail about our
‘Service Level Agreement’
Coverage (Coverage is explained below in detail)      
Infrastructure Support
Platform Features
Customization
Application Support

* Both add-on plans require a 6-month commitment.

Choose A Support Add-on

Pick an add-on that best suits your business needs.

ADVANCED SUPPORT ADD-ON

$100/mo OR 10% of your invoice

(Whichever is Higher)

Key Benefits

  • Priority Support
  • Customization
  • App Level Support & Troubleshooting
  • Priority Migration
  • Themes and Plugins Troubleshooting
  • API Troubleshooting
GO ADVANCED

PREMIUM SUPPORT ADD-ON

$500/mo OR 10% of your invoice

(Whichever is Higher)

Key Benefits

  • Priority Support
  • Customization
  • App Level Support & Troubleshooting
  • Dedicated Customer Success Manager
  • Priority Migration
  • Themes and Plugins Troubleshooting
  • Personalized Support via Slack 24/7
  • Call Support 24/5
  • API Troubleshooting
Go Premium

* Both add-on plans require a 6-month commitment.

Support Channels & Availability:

Cloudways offers Support to all the customers, irrespective of the support level they have opted for, through the following two channels:

  • Live Chat- 24x7x365 (Priority for Advanced and Premium support levels)
  • Ticketing System – 24x7x365 (Priority for Advanced and Premium support levels)

Premium Support customers, additionally have access to a 24x7x365 private Slack channel and phone support directly by our Senior Engineers. All this is supported by a detailed and searchable knowledge base and Community forum that you can access any time to resolve commonly occurring issues. Every support level comes with specific SLA that detail the support timelines.

SLA:

Please refer to this document for a detailed explanation of our “Service Level Agreement”.

Coverage

Infrastructure Support

In case of issues related to any of our infrastructure partners (including but not limited to servers not starting, servers not launching and servers not scaling), we will use our best efforts to coordinate with the provider until a resolution has been achieved.

Platform Features

We fully support any request related to the Cloudways Platform including but not limited to:

  • Adding servers/applications
  • Cloning servers/applications
  • Server scaling
  • Mapping domains
  • Backups
  • SFTP/SSH connection issues

For all our customers, we additionally support the following extra application related services:

  • Migration of your site to Cloudways (managed migration)
  • Issues about installing/configuring Breeze WordPress plugin
  • Issues about installing/configuring Amasty Magento plugin
  • Problems with Let’s Encrypt certificates
  • Issues about setup/configuring CloudwaysCDN

Customization

An important element of the Advanced and Premium support levels is the ability to customize your server (deploy additional PHP packages, Nginx/Varnish specific configurations). You can ask Cloudways to make specific configuration changes to your server that will follow it through the different platform processes (including but not limited to clone, restore, transfer).

Application Support

Application Support is another important element of Advanced and Premium support levels, which mainly includes help/collaboration with application level issues, such as:

  • Troubleshooting of plugins and themes
  • Investigation of server error messages
  • Database related issues
  • Performance optimizations
  • Proactive stack/server monitoring. Soon we’ll extend it to proactive Website (404, 500, 503… ) monitoring.
  • Cloudways API troubleshooting

Your Add-on In Detail

Here’s what you get with your chosen add-on.

Features Advanced Add-on Premium Add-on
Priority Support
Customization
App Level Support & Troubleshooting
Instant First Response
Priority Migration
Themes and Plugins Troubleshooting
Performance Optimization
API Troubleshooting
Advanced Cache Troubleshooting
All Cloudways Managed Hosting Features
Personalized Support via Slack 24/7
Call Support 24/5
Dedicated Customer Success Manager

Frequently Asked Questions

Both Advanced and Premium support addons are bound on account level. This means that if you have subscribed to any of these 2 addons, the coverage will be across all the servers in your account.

Once you have become a paying customer, you can Contact us. As soon as the request is received, the add-on will be activated within 24 to 48hours.

Indeed, whatever add-on you choose, the respective amount will be billed every month to your Cloudways invoice. However, there are no upfront charges.

Read our Scope Of Support to find out what we cover and what we don't. In case you have any query, feel free to contact us.

There are no upfront charges, but we require a minimum commitment of six months.