Introduce Phone Support!
AdminCloudways (Admin, Cloudways) commented
Phone support (+ Slack private channel) is available through our Premium Support Add-on:
Please please please. I have started putting my website customers onto cloudways (I develop websites) but I am realizing maybe this is a mistake because they're not technical/I'd rather not even have them logging into cloudways and they'll definitely want a phone # they can call if something goes out in the middle of the night
Cloudways desperately needs phone support. I've got an issue stemming from a Rackspace email and Rackspace won't help me-- they are telling me to contact Cloudways. The chat support just keeps telling me they will notify their senior support team and have been saying that going on 24 hours now.
I don't mind paying a 'premium' to have the option for phone support.
Tevya Washburn - FS commented
While I wouldn't mind. This may be a big part of how they keep their services so inexpensive. If you want great phone support, go to someone like WPEngine. Godaddy (as much as I hate to admit it) even has pretty good phone support these days. And there's lots of others that are setup with tech support in the US.
I mean, it's up to them. But it really hasn't bothered me, and I'm fairly certain that it would significantly increase the cost of their offerings.
Truly pissed working with Email & Chat only choices.
Yet to get any of my issues resolved or any proper understanding of them by CloudWays staff.
It would be nice to explain things in detail to someone by phone.
Ricky Charman commented
It is so much nicer to communicate by talking to a human being rather than plowing through FAQ knowledge base trying to find answers and typing questions out.
It is frustrating when I type very detailed/specific questions and get a very basic answer to only one part of it.
I then have to waste time by re-asking part/s of it again before I finally get the info that I need!
Sooo...it is a BIG YES from me.