Choose the level of support that you need to stay focused on what you do best.
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
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 FEATURESIf 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 FEATURESTurn us into your extended team for greater peace of mind.
24/7/365 priority Live Chat and ticketing support from our Senior Engineers, with improved SLAs.
Our Support Engineers will help you troubleshoot errors and conflicts with plugins and themes.
On-demand optimization tweaks to ensure your application is performing well.
We’ll collaborate with your team for deeper investigation of common server errors (500, 502, 503, etc).
If your server or stack is down, we will go beyond sending you alert and proactively start investigating.
Customization of your stack/server, e.g. deploying additional packages, specific configurations etc.
Your primary contact at Cloudways is here to help and guide you, whatever you want to achieve.
24/7/365 private Slack channel connects your team directly with our Senior Support Engineers. We partner with your team to help you grow.
Call our Senior Support Engineers any time for in-person support.
Enrich your digital experience with freedom and simplify all infrastructure complexities.
| Features | Standard | Advanced | Premium |
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| 24/7/365 Live Chat & ticketing | Standard SLA |
Advanced SLA |
Premium SLA |
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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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We fully support all requests related to the Cloudways Platform including:
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Advanced and Premium support add-ons include help/advice on application-level issues such as:
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Guide | ||
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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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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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Private Slack channel and phone support connect your team directly with our senior support engineers. |
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* Both add-on plans require a 6-month commitment. |
Free | Starts from $100/mo |
Starts from $500/mo |
| Get In Touch | Get In Touch | Get In Touch |
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:
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