Service Improvement

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  1. 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 →
  2. 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

  3. 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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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  4. 4 votes

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  5. Activate my account

    i have problem, after i create my account cloudways i can't login and i can't do a live chat,nothing are working
    its saying for i can login,supports must activate it

    help me please

    1 vote

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  6. allow setup without "chat".

    I'm blocked and can't even log in to support without "chat" but "chat" says it can't work. So I'm stuck :(

    Users should be able to log into support at minimum to find relief. So I'm typing here since you'll let anyone type here.

    1 vote

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  7. hide your chat area if you cannot provide it

    you put your chat icon in contact page but we cannot use it,
    make it hidden if you dont provide this service.

    3 votes

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  8. 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 →
  9. 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 →
  10. Request root support via chat

    I'm not a IT professional, so I do like to have a server without the configuration/administration layer, but have encountered problems when installig certain apps (eg. ERPNext).

    It would be great if we could be able to request help of one executive who has root access and finally succeed.

    3 votes

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  11. Registration process using form instead a chat?

    Why I need to answer so many question on registration, and had to wait customer service? Why not using a form or something faster?

    2 votes

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  12. 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 →
  13. 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 →
  14. 2 votes

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  15. Not having to contact sales to verify an account or reseller accout

    Whenever you sign up for an account you are asked to put in your email address and password. Then you are requested to contact sales.

    I am a web developer and I set up hosting for my clients. I build a website and when they are satisfied and we are ready to publish I contact them via phone and walkthem through setting up their hosting.

    This process is largely hindered by having to contact sales. It slows everything down and there's always a chance that sells won't be available.

    It would be much better once you sign up that you…

    1 vote

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    0 comments  ·  Customer Support  ·  Flag idea as inappropriate…  ·  Admin →
  16. 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 →
  17. 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 →
  18. 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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