Waiting 20 minutes to get a reply to solve a problem with an addon makes me just feel ignored
Please go over comments.
Support is painful. They are clearly in 5-6 chats at once. Responses take 5mins for the simplest interaction. Pointing at the SLA is worrying. The experience is terrible.
AdminCloudways (Admin, Cloudways) commented
Please go over our SLA: http://www.cloudways.com/en/sla.php
Are you will see you are well within the SLA time.