Service Improvement

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  1. Send an SMS to customer if he miss payment instead of deleting whole server!

    I missed the payment, haven't see emails, just logged in today my server has been deleted already and have waited to get answers. after paying money its been recovering. but just suggesting customer support should send customer an important SMS too, instead of deleting whole server. this will be unfair and disaster for business.

    4 votes

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    1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  2. Knowledge Base Omission: Breeze vs. Varnish Exclusion Syntax

    The syntax of the exclusion URLs are different for each. Varnish expects relative URLs (/checkout/), and Breeze expects absolute URLs (https://domain.com/checkout)

    This is NOT mentioned at all in the Breeze KB article. And getting it wrong could screw up a site's ecommerce pages.

    2 votes

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  3. Connect your chat system with your support ticket system

    1. Chat doesn't have a timestamps, please add this. I've often been waiting online for a while and I'd like to know how long I've been sitting there.

    2. Provide ability to leave chat and have staff open ticket for you.

    I've been on chat before while the server was being checked out for almost an hour. I had to leave for an appointment. I asked if they could reply back to me in a ticket and they said to just stay on chat. I told them I had to go and they said to just leave the page open. When I…

    2 votes

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  4. Paypal Recurring billing

    I don't like having to update credit card info for every client. Would rather use Paypal and be done with it...

    11 votes

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    2 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  5. let Live Chat support see details of my account

    I'm using Live Chat while logged into my account, yet the staff never seem to know anything about who I am.

    Even when I provide the console URL to the application or server I'm having trouble with, I still get asked for the server IP and/or Application Name.

    The Support Staff would come across far more efficient if they could access the details in my account rather than having me repeat details stored in your own databases.

    12 votes

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    1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  6. Enable an automatic payment option.

    You guys have to add automatic payment from month to month. It's crazy it's not already here.

    2 votes

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    2 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →

    Can you clarify ?. We already have automated invoice charging (to the registered CC card) at the end of the month.

    Cloudways Team

  7. Better Warning on Server Deletion on Trial Expiration

    Cloudways must improve the warning system for trial expiration!! Upon expiration the server is deleted however in many cases the client is using serever as development site before launhing into production. CloudWays should send more email warning of the impending deletion of the server so the client is forewarned to take action beforew losing all their work! Currently there is an email 3 days before deletion but that is not enough there should be a 24 hr, 12 hr and 2 hours prior warnings that server will be deleted.

    2 votes

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    1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  8. 4 votes

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  9. Improved KB

    Simply, what I want to achieve:
    - Great speed
    - Maximize CW feature

    For example, you have kb about w3tc. What if the question I don't see on the kb? Leaving a comment or live chat. But, many comments remain unanswered. And now I need to figure out how to set w3tc for maximum performance here in cloudways.

    Here on feedback forum. There's no quick answer.

    On the other side, on live chat the customer service seems distracted sometimes and giving kb as their reference. If the kb is important to for your customer service then please improve it.

    You…

    39 votes

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    1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  10. Write a doc on exactly what apps and setup to use for woocommerce emails from xxx@mydomain.com

    I am setting up a woocommerce store on cloudways. I want to send the customer emails such as order confirmation etc from woocommerce showing that they are coming from xxx@mydomain.com.

    I have read the various email docs but I am still confused. Maybe someone could write a doc for this very specific situation explaining what add-ons do I use. How do I set them up to send these automated emails?

    1 vote

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    1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  11. Please, stop rounding off charges!

    I think is not fair rounding off values, since we're not playing math, but dealing with money. By rounding values, people are unwittingly donating money to Cloudways! What about non dollar paying customers? As an example, by rounding $0.5 to $1, customers are paying more $0.5 for nothing, and customers which pay in reals are paying around R$ 1.65, just for nothing. Please, stop doing that. You are a company, not a non-profit organization we are helping with this "donations". If Cloudways thinks backups costs are high, simply make a price readjustment on it.

    4 votes

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  12. Documentation for server setting & packages

    Create a documentation to explain server setting & packages for basic and advanced tabs please, is help to chose better configuration for some aplications

    13 votes

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    1 comment  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  13. 2 votes

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  14. Drupal site migration documentation

    I am having a lot of permission issues trying to migrate a drupal site. a simple document on how to migrate a site would be nice.... back to trial and error.

    1 vote

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  15. Option to DELETE account quickly

    This is a follow-up to this: http://feedback.cloudways.com/forums/203824-service-improvement/suggestions/9504162-option-to-close-account-quickly

    As I said, what I am suggesting here is a quick way to properly CLOSE/DELETE an account.

    Cloudways currently does not offer such an option.

    1 vote

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  16. Please can you notify your customers via email about current vulnerabilities with Wordpress etc

    Please can you notify your customers via email about current vulnerabilities/wide-spread attacks with Wordpress and other software packages asap.
    Today I was made aware of any issue with one of my customer's sites which was not posted on all vulnerabilities sites. On contacting cloudways I was told by a Cloudways representative that there was a current widespread attack on Wordpress sites with a suspect certain version of a plugin installed, that was impacting on a large percentage of wordpress installations.

    How come you don't notify your admin clients when this first becomes apparent so that:
    1. It reduces your service/support…

    0 votes

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
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