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Get Best-In-Class Support That Works as Your Extended Team

We’ll turn your web hosting worries into complete peace of mind.

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 Features

Features 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.

premium

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
FEATURES      
24/7/365 Live Chat & ticketing
Standard SLA
  • Live Chat
    – 24/7/365 access to professionally-trained Support Team
    – Issues unsolved after 15 minutes are converted to support tickets
  • Ticketing System
    – Initial response within 12 hours, or 3 hours for high priority tickets
See full Service Level Agreement (SLA)

Advanced SLA
  • Live Chat
    – 24/7/365 access to senior Support Team members
    – Issues unsolved after 30 minutes are converted to support tickets
  • Ticketing System
    – Initial response within 6 hours, or 30 minutes for high priority tickets
See full Service Level Agreement (SLA)

Premium SLA
  • Live Chat
    – 24/7/365 access to senior Support Team members
    – Unlimited chat duration
  • Ticketing System
    – Initial response within 2 hours, or 10 minutes for high priority tickets
See full Service Level Agreement (SLA)

Searchable and detailed knowledge base and community forum.

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.

We fully support all requests related to the Cloudways Platform including:

  • Adding servers/applications
  • Cloning servers/applications
  • Server scaling
  • Domain mapping
  • Backups
  • SFTP/SSH connection issues
  • Managed migration of your site to Cloudways
  • Setting up and configuring Breeze WordPress plugin
  • Setting up and configuring Amasty Magento plugin
  • Setting up and configuring CloudwaysCDN
  • Let’s Encrypt certificates

Advanced and Premium support add-ons include help/advice on application-level issues such as:

  • Troubleshooting of plug-ins and themes
  • Investigation of server error messages
  • Database related issues
  • Cloudways API troubleshooting
  • Performance optimization
Guide

Our engineers will guide you through the Tools, Features and Knowledgebase available on our Platform.

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

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.

Private Slack channel and phone support connect your team directly with our senior support engineers.

SLA      
Coverage (Coverage is explained below in detail)      

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

Free
Starts from $100/mo

$100/mo or 10% of your invoice
(Whichever is Higher)

Starts from $500/mo

$100/mo or 10% of your invoice
(Whichever is Higher)

  Start Free GET IN TOUCH GET IN TOUCH

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

Try Platform For Free

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

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.

Get in Touch

Frequently Asked Questions

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.

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.

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.

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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