Hi,

I have canceled my plan due to the horrible support:

• Non-English speakers, most of the time I couldn't even understand what your support staff is trying to say. Please hire people that at least know some basic English. That happened on multiple occasions.

• Terrible advices. I've never seen so bad advices from a hosting provider.

• Weak passwords. I've never seen a hosting that is forcing its customers not to use upper case for its passwords. That was brutal.

• Support randomly closed tickets after failing to explain what they want to say.

I am a technical person and I do website hostings from 2012, so I am not a newbie.

Your support is terrible!

This is not a longterm strategy for a company.

Lets say you have a staging server with multiple apps/sites on it. A dev on your team might be working on multiple apps on that server, and need access to all of them.

This is currently not possible, unless you also give FULL server access to that team member. Which then means that just because the person should be able to access and work with all the apps on the server, he/she also has access to potentially harmful settings such as package control, scaling, and even server deletion.

Simply, all the permission checkboxes are good as they are, but we need one more for ALL applications (leaving the fine grain control we currently have as well). A setting that doesn't give full access to all server settings, but gives a team member access to all apps on the server.

It would be very helpful for monitoring purposes and quality control purposes if we could be alerted when emails are trying to be sent from the server instead of 3rd party or add-on.

For example I have a plugin that allows me to setup emailing through mandrill on a site by site basis. This allows for better tracking. In some cases the sites are not able to communicate with mandrill and it falls back to using wp_mail() which would try to get the server to send out the email. Since Cloudways doesn't support emailing from servers these emails fail silently.

Email failing silently is very bad especially for websites that rely on form contacts for leads and sales, sign ups, etc... And this can go on for multiple months without ever knowing, which makes it even worse.

It would be awesome if this was part of cloudways server monitoring. So any time an email send requests is made on the server an alerted is made(probably through cloudwaysbot and/or webhook). That way no emails are missed and the issue can be looked into right away.

I was setting up a trial account to evaluate Cloudways. I created a server on DigitalOcean, but noticed only after creation that the default location was set to London.

Being in the US, I wanted to recreate it in the SF or NY zone. So I clicked to delete the server.

Immediately after deleting, I was presented with a message stating that my 14-day trial account was now expired... just minutes in.

I'm fine with a one server limit, but I would expect that to be limited to one simultaneous instance.

In lieu of that, it would have been nice to have been warned that the action of deleting the server was going to terminate my trial.

Another option would be rephrase "14-Day Trial" to something more accurate. Like "Limited Trial" or "Take a Test Drive". Then be really clear that the trial account is limited to a single instance of a single server, up to 14 days.

It would have also been a great thing if I could have linked my existing DigitalOcean account to Cloudways. I didn't have that option, but I did read an article explaining why Cloudways doesn't allow this.

Ultimately, I was unable to evaluate the service. Since I would not be able to use my existing infrastructure even if I did have a chance to try Cloudways, probably for the best and I'll move on.