By elliot
I’m a Cloudways customer and need help getting a response on a compensation tiket.
On April 14, a plugin broke my WordPress site. I had a manual backup and hourly backups enabled. The restore completely failed. I spent 12+ hours with Cloudways engineers who kept telling me they were migrating my site — that wasn’t true. No migration was happening.
After 12 hours of false updates, I came up with the fix myself: create a new server and have them manually apply the backup. Their restore system was so broken that was the only option.
I’m now paying double server costs and double Cloudflare costs because of this. I also lost thousands in sales during the downtime.
I submitted a support ticket 5 days ago requesting compensation. They viewed it, downgraded my priority from high to normal, and haven’t responded.
Since DigitalOcean owns Cloudways, is there another way to escalate this? I’ve already left reviews on G2 and Trustpilot. I just want a response.
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Hi there,
One clarification worth making: DigitalOcean and Cloudways are separate platforms. DigitalOcean acquired Cloudways back in 2022, but they operate independently with their own support teams. There is no escalation path through DigitalOcean’s support for Cloudways billing or compensation issues.
For escalating within Cloudways, your best options are:
- Live chat on the Cloudways platform tends to get faster responses than tickets for sensitive billing issues. Ask the agent to escalate to a supervisor or the billing team directly.
- Cloudways community forums sometimes get attention from their team, especially for visible complaints.
But also feel free to share your ticket ID here as well.
Heya, @elliot
Cloudways operates pretty independently even though DO owns them, so going through DO support directly probably won’t help much. They’re separate support orgs.
You can also try reaching Cloudways on Twitter/X @cloudways, public visibility on social tends to move things faster than a ticket queue for situations like this.
Regards
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