Cloudways Support.
Works As Your Extended Team.
Run your online business smoothly with 24/7 expert support backing you up, ensuring you face zero hosting hiccups.
Support Tickets
Response Time
24/7 Live Chat
24/7/365 Days Chart
Knowledge-Base
100+ Articles
Problem? Solved.
Your time is critical, which is why the Cloudways support goes beyond their normal duties to ensure any problem you have is solved instantly.
Extended Teams
The Cloudways support works as your extended team, available any time to make sure your business is running smoothly at all times.
24/7 Monitoring
Your server is being monitored in real-time 24/7/365 and you get to see over 16 different metrics from the comfort of the console.
Quick Problem Resolution
With 90 seconds average response time, and industry leading 95% CSAT, your problems are solved before they impact your business.
“Cloudways removes the hassle of hosting, giving me peace of mind with excellent support”
Kamron Nelson
Director of Fishhook Marketing
“The support team responds very quickly and has always gone above and beyond to resolve issues or questions.Cloudways is always my number one recommendation.”
Lindsey Marshall
Marketing Director, pdblowers, Inc.
Cloudways support is so helpful, they stick with me through the problems. Great support and pricing!”
Jeff Burkholder
Owner, BURK Digital
Support Levels That Grow With Your Business.
Standard Support.
Get free, 24×7 support via live chat, tickets, and our in-depth knowledge base that solves your infrastructure and platform-level problems promptly.
See Key FeaturesAdvance Support Add-on.
Get Advanced Support when you need priority support that extends to plugins/themes troubleshooting, performance optimizations, dedicated account managers, etc.
See Key Features
Premium Support Add-on.
For mission-critical websites where every minute matters, you can add Premium Support to your arsenal with the deepest support partnership with Cloudways via a private Slack channel & direct phone support.
See Key FeaturesAdvanced & Premium Support Features.
Upgrading your support level to Advanced or Premium unlocks critical features that can
Priority Support
24/7/365 priority Live Chat and ticketing support from our Senior Engineers, with improved SLAs.
Plugin/Theme Troubleshooting
Our Support Engineers will help you troubleshoot errors and conflicts with plugins and themes.
Performance/DB Optimization
On-demand optimization tweaks to ensure your application is performing well.
Server Error Investigation
We’ll collaborate with your team for deeper investigation of common server errors (500, 502, 503, etc).
Proactive Monitoring
If your server or stack is down, we will go beyond sending you alert and proactively start investigating.
Customization
Customization of your stack/server, e.g. deploying additional packages, specific configurations etc.
Dedicated Account Manager
Your primary contact at Cloudways is here to help and guide you, whatever you want to achieve.
Private Slack Channel
24/7/365 private Slack channel connects your team directly with our Senior Support Engineers. We partner with your team to help you grow.
Phone Support
Call our Senior Support Engineers any time for in-person support.
Compare Support Add-ons.
Pick an add-on that best suits your business needs.
| Standard | Advanced | Premium | ||
|---|---|---|---|---|
| FREE | $100$25 /mon | $100 /mon
or 10% of your invoice (Whichever is Higher) |
$500 /mon
or 10% of your invoice (Whichever is Higher) |
|
| 24/7/365 Live Chat & ticketing |
Standard SLA
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Advanced SLA
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Premium SLA
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Infrastructure support
Our cloud hosting support team will work with the cloud provider to resolve any server launch, start, or scaling issues. |
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Platform support
We fully support all requests related to the Cloudways Platform including:
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Application support
Advanced and Premium support add-ons include help/advice on application-level issues such as:
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Guide
Our engineers will guide you through the Tools, Features and Knowledgebase available on our Platform. |
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Proactive monitoring
CloudwaysBot sends several smart and timely alerts/tips related to your uptime, performance, security, billing, etc. With proactive monitoring, our Support Team acts on alerts about server/stack issues without you needing to contact us. We proactively investigate and, if possible, resolve the issue. |
Alerts | Alerts + Proactive Investigation |
Alerts + Proactive Investigation |
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Customization support
Advanced and Premium support offer customizations (including deployment of additional PHP packages and NGINX/Varnish specific configurations). You can ask us for these server configuration changes that will follow through platform processes including clone, restore, and transfer. |
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24/7/365 Private Slack channel & phone support Private Slack channel and phone support connect your team directly with our senior support engineers. |
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| Get Start Free | Get in Touch | Get in Touch |
Out of Scope
No matter which support plan you are on, there are
issues/scenarios that are outside the scope of our support.
The following are a few items that are out of scope for
the Cloudways Support:
- Changes to your website content/appearance
- Changes to the functionality of plugins/themes/modules
- Debugging custom code
- Application level security issues
- Auditing your code
- Migrating your site from Cloudways to anotherservice/hosting provider
- Upgrades of plugins/themes/modules(although we can help with troubleshooting issues)
- In general, anything that implies code editing.
- Search Engine Optimization (SEO)
To apply for Advanced and Premium addons, please
click here
In case you’ve any query, feel free to
contact us
Real Success Stories. Powered By Cloudways.
Read real-life case studies of companies that used our managed cloud server hosting to take their online businesses to the next level!
LifterLMS + Cloudways = Quality, Support & Savings.
Chris Badge
LifterLMS
Cloudways Helped Squarebird Streamline Processes.
John Bird
Managing Partner
Cloudways Eased SFP's Site Migration.
Robert Theodorow
CEO
Frequently Asked Questions
Do support add-ons apply across my whole account, or only at the server level?
How do I add Advanced or Premium Support to my account?
You can Contact us to request either Advanced or Premium web hosting support and plans. The add-on will be activated within 24 to 48 hours.
Please note that support add-ons are not available during your free trial period. You need to select a web hosting plan before adding Advanced or Premium Support.
