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.

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.

Free

See Key Features

Advance Support Add-on.

Get Advanced Support when you need priority support that extends to plugins/themes troubleshooting, performance optimizations, dedicated account managers, etc.

$100/Month

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.

$500/Month

See Key Features

Advanced & 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
FREE $100/mon $500/mon
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)
Infrastructure support

Our cloud hosting support team will work with the cloud provider to resolve any server launch, start, or scaling issues.

Platform support

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
Application support

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

  • – 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.

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
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.

24/7/365 Private Slack channel & phone support

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

  Get Start Free Get in Touch Get in Touch
  • 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!

Frequently Ask Question

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.

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.

With our cloud hosting support, you can add Advanced or Premium Support to your existing hosting plan without any upfront charges. The only 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.