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
Real Human Responses
24/7 Live Chat
Response Time <1 min
Knowledge-Base
100+ Articles
Support You Can Trust, Build Your Business
Every server you launch on Cloudways is backed by an optimized stack to ensure maximum performance.
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.
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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FREE Comes with your account by default |
$100$25 /mon or 10% of your invoice (Whichever is Higher) |
$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 | Proactive Investigation | Proactive Investigation | |
|
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!
Improved site speed by 40% and increased course bookings across AU.
Mo Soltany
Business Development Manager
Cut hosting cost 80% while serving 17M+ users across 160+ countries.
Bryan Feinberg
Founder and CEO
Saw 600% growth, and our homepage achieved a perfect 100% score.
Stephan Eijer
Owner
Managed over $1M in sales and a 200% traffic spike seamlessly.
Sol Lee
Co-founder
Doubled site speed, 20% traffic growth & 50% faster load times.
Great Opomu
Chief WordPress Officer
Scaled to 140+ client sites & hit $1M ARR as performance soared.
Andrew Jackson
Founder & CEO
Streamlined operations for 60+ businesses with reliable performance.
Michelle Coe
President and Senior Creative Director
Saved 25–30% on hosting costs with 40% faster server response time.
Roberto M. Filho
Founder and CEO
30% faster, 280+ sites scaled, $10M+ revenue growth, this year.
Tristan Gatellier
CEO
Achieved 99 PageSpeed score, zero downtime and scalable growth.
Joost Rust
Director
Reduced server costs by 50% and homepage load time dropped to 1.2s.
Florence Luo
Owner and CEO
Grew monthly readership 3x from 3M to 9M after moving to Cloudways.
Simon Treulle
CEO
Improved store speed by 30%, which led to a 22% increase in conversions.
Yogita Khasturi
Co-Founder
Managed over $1M in sales and a 200% traffic spike seamlessly.
Sol Lee
Co-founder
Posted 2.6M views and earned $600K in commissions so rewarding.
Adam Connell
Founder
Handled 20x traffic spikes on 18-year-old site with 5,484 articles.
Jonathan Bailey
Founder
Resulted in a perfect 100% PageSpeed score and 600K page views.
Michael Donovan
Co-founder
Boosted monthly pageviews to 200K, leading to a 6-figure valuation.
Daniel Shuttleworth
Founder
Experienced a 3x increase in traffic and revenue, with 100% speed.
Keith Mint
Founder
Frequently Asked Questions
How do I contact Cloudways support?
Cloudways Support is available 24/7 via live chat or by submitting a support ticket from the Cloudways platform dashboard. For anything that requires a more in-depth look, such as technical problems, a ticket is preferable; otherwise, live chat will suffice for quick queries.
You can also visit the Cloudways Knowledge Base for troubleshooting and setup guides.
Does Cloudways offer 24/7 customer support?
Yes, Cloudways customer support is available 24 hours a day, seven days a week, with weekends and holidays included. Every Cloudways hosting account has access to live chat and tickets for any platform or infrastructure issues.
Those with Advanced and Premium Support add-ons get priority service and quicker responses to their tickets.
What is included in Cloudways Standard Support?
Cloudways Standard Support gives you 24/7 live chat, support tickets, and the Knowledge Base at no extra charge. Cloudways team will handle issues pertaining to the platform and infrastructure, be it server setup, SSL certificates, SSH/SFTP, domain mapping, scaling, or backups.
You will also receive some direction on supported application configurations, though paid add-ons are required for more advanced troubleshooting.
What is the difference between Cloudways Standard, Advanced, and Premium Support?
Cloudways Standard Support is free and covers 24/7 assistance for the platform and infrastructure via live chat and tickets.
With Advanced Support, you get priority access to Senior Support Engineers, swifter response times, and deeper technical aid, including performance optimization and plugin or theme troubleshooting.
Premium Support has all these benefits along with direct phone support, a private Slack channel, and better SLAs for mission-critical sites.
How much does Cloudways Support cost?
Every hosting account has Standard Support at no cost. For Advanced Support, the fee is $100 a month or 10% of your invoice, whichever is higher. Premium Support is $500 a month or 10% of the invoice, whichever is higher. Both of these are billed monthly and require a minimum six-month commitment.
How quickly does Cloudways support respond?
Cloudways 24/7 live chat has an initial response time of under one minute. As for support tickets, Standard Support will aim to respond in 12 hours, Advanced Support in 6 hours, and Premium Support in 2 hours.
High-priority tickets have faster initial response targets of 3 hours, 30 minutes, and 10 minutes, respectively. Actual resolution times depend on the issue's complexity.
Can Cloudways support help with WordPress plugin and theme issues?
Yes, Cloudways provides WordPress plugin and theme troubleshooting through its Advanced and Premium Support add-ons.
Cloudways engineers can look into conflicts, compatibility, and theme errors on your site. Standard Support is limited to the hosting infrastructure and platform but does not include changes to plugin or theme code.
Can Cloudways support help improve website performance?
Yes, Cloudways Advanced and Premium Support can suggest or apply supported server and application-level optimizations that can help improve performance. Cloudways engineers can look into slow response times, database bottlenecks, server errors, and caching setups.
Does Cloudways provide website migration support?
Yes. Cloudways provides expert managed migration to move your applications from another host. Eligible paying customers can have their WordPress or WooCommerce sites migrated at no charge, while other applications may be subject to a fee if not in your plan.
Submit a request on the Cloudways Platform and the team will handle the transfer with as little disruption to your live site as possible.
What issues are not covered by Cloudways support?
Cloudways does not cover content or design changes, SEO, code audits, application-level security issues, custom code debugging, or modifying plugin and theme functionality. Upgrading plugins and themes and moving away from Cloudways are also beyond standard support. That said, Advanced and Premium engineers can troubleshoot an application error and suggest a fix without touching your custom code.
Can I upgrade or downgrade my Cloudways support plan?
You can contact the Cloudways team to request a change to your Cloudways support plan. Standard Support is part of your hosting account. To add Advanced or Premium Support, you must have moved past the free trial to a paid account. Since the paid add-ons have a six-month minimum commitment, get in touch with Cloudways to sort out billing and when the change can take effect.
Do support add-ons apply across my whole account, or only at the server level?
With the Cloudways Advanced and Premium Support add-ons, the coverage is for your entire Cloudways account, not for any one server or application in particular. A subscription means every eligible server and application you have will be covered by the plan you have selected. There is no need to buy separate support for each server.
How do I add Advanced or Premium Support to my account?
Contact the Cloudways team to request Advanced or Premium Support. Once requested, the add-on is typically activated within 24 to 48 hours. Also, support add-ons aren’t available during your free trial; you’ll need an active paid hosting plan first.
Do I have to enter into a contract when I add on Advanced or Premium Support?
A minimum six-month commitment is required for both Advanced and Premium Support. You are billed for it on a monthly basis, so there is no need to pay the full term in advance. Once the six-month commitment period ends, you may continue with your plan or cancel as per the applicable terms.
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