Been pretty happy with Cloudways up until now. Today we needed to use their customer service.

It started with us trying to use a back up. After trying to roll back to the latest version of the website, everything broke. Including the UI on Cloudways, and our website.

We asked customer service to just deploy the latest version of the website (the one you can roll back to in their UI), or the lateste backup. Either one would be fine.

Customer service then came up with some silly excuses as to why they couldn't do it, and had to pass it on to someone else. They said their engineers were working on it as we speak. Just deploying the latest version of the website should be quickly done if someone was actually working on it.

As I'm writing this it's been a couple hours since the website went down, and now they aren't replying when I ask them how long we should expect this to last.

Their customer service seems to completely lack knowledge.

Update after reply from cloudways: The issues was finally resolved a few hours later. Sorry. But this just took too long, and the answers from your customer service was the standard very annoying kind which only served to frustrate us more as it quickly became clear that the people we were talking to had no idea what they were talking about.