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That Works as Your Extended Team
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Get Best-In-Class Support
Three Levels of 24/7/365 Support
Choose the level of support that you need to stay focused on what you do best.
Standard Support
For most Cloudways customers, Standard Support is more than enough. It’s free and includes 24/7/365 access to Live Chat guidance through any operation on the Cloudways Platform. Every request is routed to a specifically trained Support Team member.
SEE KEY FEATURES
Advanced Support add-on
If you’ve grown beyond a regular support relationship, Advanced Support is the answer. This add-on speeds up response times and opens up a wider range of Cloudways expertise. You get expert answers, deeper application troubleshooting, customization support, and proactive monitoring, etc.
See Key Features
Premium Support add-on
If your business runs mission-critical sites where every minute matters, then this addon offers an even closer partnership with Cloudways. Get all of Advanced Support with even quicker response times, a dedicated Account Manager, a private Slack channel, and direct phone support.
See Key FeaturesFeatures of Advanced and Premium Support
Turn us into your extended team for greater peace of mind.
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.
premium
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.
premium
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 | |
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| FEATURES | |||
| 24/7/365 Live Chat & ticketing | Standard SLA
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Advanced SLA
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Premium SLA
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Self-service tools
Searchable and detailed knowledge base and community forum. |
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Infrastructure support
In case of issues (including server launch/start/scaling) related to any of our infrastructure partners, we will coordinate with the cloud provider until a resolution is achieved. |
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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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| SLA | |||
| Coverage (Coverage is explained below in detail) | |||
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Pricing*
* Both add-on plans require a 6-month commitment. |
Free
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Starts from $100/mo
$100/mo or 10% of your invoice |
Starts from $500/mo
$100/mo or 10% of your invoice |
| Start Free | GET IN TOUCH | GET IN TOUCH |
Out of scope items
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
- Search Engine Optimization (SEO)
- Migrating your site from Cloudways to another
service/hosting provider - Upgrades of plugins/themes/modules
(although we can help with troubleshooting issues) - In general, anything that implies code editing.
To know more about Advanced and Premium addons, please visit here
In case you’ve any query, feel free to contact us
Our Customers, Our Success
Digital Agency
The team helps with the setup, management & security of servers professionally, it’s always better to have someone who is an expert. With premium addon, I really like that you have integrated website downtime alerts within the chat group, that way support team will be alerted as well as the client.
Waqas Ahmed
Web Developer at Danube Group
SMB
Cloudways support is fast, efficient and professional and the Cloudways administration interface is the best I have ever used. The additional advantages of transparency around the machine specifications, being able to test the same configuration on multiple platforms and a pricing model that is clear and reasonable are no-brainers for anyone considering the switch.
Michael Maliepaard
System Admin at Stockinstore
SMB
In brief, I’d say “Peace of mind”, somehow like buying an insurance policy for the server. This made me focus more on the site framework tasks and other design-related tasks. I like most that advanced support gets themselves involved in the site framework itself, updating it, checking if permissions are okay and so forth. Besides, the response time is great. I’m highly satisfied at Cloudways.
Wissam Haddad
Owner at Blowcast
Blogger
Cloudways have helped me immensely by allowing me to focus on running the business rather than worrying about the technical aspects of the website. Their support is amazing and I love how patiently they help in solving the issue, no matter how small it is. I am amazed by their support as they never say No in any technical issue and often go out of their way to provide assistance and suggestions even if it requires more of their time. I am highly satisfied with my decision on trusting my hard work with someone as reliable as Cloudways.
Raunek Kantharia
Founder at Marine Insight
Agency
It is nice to have a extra set of hand to help out when in need. Happy with the support at Cloudways.
Torstein Gustavsen
CEO
Blogger
The support is excellent. I have needed their help and they always come through. I have no technical brain and the back end of my website is all confusing so I need the engineer help when something breaks.
Letty Flatt
Owner at Letty’s Kitchen
Turn us into your 24/7/365 extended team of Senior Support Engineers Now
Our Premium Support add-on provides dedicated human support whenever you need it. Enjoy the assurance that comes with an expert, round-the-clock technical support team. This instant and extended support is ideal for growing agencies and businesses with critical websites or web applications.
Frequently Asked Questions
Do support add-ons apply across my whole account, or only at the server level?
The Advanced and Premium Support add-ons apply at the account level. If you add Advanced or Premium Support, it is available across all the servers in your account.
How do I add Advanced or Premium Support to my account?
Contact us to request either Advanced or Premium Support. The add-on will be activated within 24 to 48 hours.
Support add-ons are not available during your free trial period. You need to select a hosting plan before adding Advanced or Premium Support.
Do I have to enter into a contract when I add on Advanced or Premium Support?
Advanced or Premium Support become part of the hosting plan that you already have with us. There are no upfront charges. The only extra requirement is a minimum commitment of six months.
Are support add-on payments recurring?
Yes. Whichever support add-on you choose, the respective amount will be billed every month to your Cloudways invoice. There are no upfront charges.
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