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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