Daniel

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  1. 2 votes
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      Daniel supported this idea  · 
    • 11 votes
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        Daniel supported this idea  · 
      • 2 votes
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          Daniel shared this idea  · 
        • 18 votes
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            Daniel supported this idea  · 
          • 20 votes
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              Daniel supported this idea  · 
              Daniel commented  · 

              I'm afraid I have to say that after beeing a CW customer for quite some time, running ~10 servers and hosting around ~80 sites, the support might be a dealbreaker if it continues to show this decline.

              When we first started using CW the support was ok (not much more than ok, but still ok). I've seen a rapid decline in quality of support over the last 6 months.

              Not one question I've placed to support the last few weeks has been answered properly, its always some generic answer and no root-cause explanation or problem solving involved. A re-active approach instead of a pro-active approach to problem solving.

              As a previous commenter stated, chat support seems almost script driven as it stands right now. Its impossible to get clear answers to a serious matter such as a server, for no apparent reason, stopping to respond. This was one of the things I've recently contacted support about. After over an hour on chat (90% of the time on hold) I still didn't have an answer. I don't know why the server went down, I don't know why it came back online, and it was impossible to get a solid response from the support agent about this because of lacking communication skills. As a technician myself, I wouldn't be able to sleep well not knowing why this happened, since then it can of course happen again. This approach to support remedies ISSUES, but doesn't SOLVE PROBLEMS.

              I've also requested something like 4-5 tickets to be opened by support staff when I simply don't have the time to wait 45mins for a generic response, and they neglect to open these tickets each time...

              Its currently an ongoing negative trend with support, and if the decline continues, it will make the platform unusable in the long run.

            • 9 votes
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                Daniel supported this idea  · 
              • 66 votes
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                  Daniel supported this idea  · 
                • 34 votes
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                    Daniel supported this idea  · 
                  • 15 votes
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                      Daniel supported this idea  · 
                    • 9 votes
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                        Daniel supported this idea  · 
                      • 7 votes
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                          Daniel supported this idea  · 
                        • 10 votes
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                            Daniel supported this idea  · 
                          • 144 votes
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                              Daniel commented  · 

                              As a server grows this becomes almost crucial in my opinion. We have a large server and it takes a good 10-15 minutes to do a backup even though we just want ONE application at times. It makes a proper hassle of a normal "do backup, update, possible restore" process, which becomes a major time consuming factor.

                              Daniel supported this idea  · 
                            • 24 votes
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                                Daniel supported this idea  · 
                              • 39 votes
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                                  Daniel supported this idea  · 
                                  Daniel commented  · 

                                  Please implement this feature, it would go very well alongside being able to whitelist. It feels kinda weird being able to add trusted sources but not being able to block harmful sources.

                                  Also, please do this as a feature just as whitelisting, and NOT having us rely on further crappy WP plugins such as iThemes or Wordfence. Keep the platform clean, and let people use whatever plugins they want, but don't rely on these bloated monster plugins for basic stuff as firewall black-listing.

                                  Thank you

                                • 76 votes
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                                    After analysing feasibility we have decided to drop this option by now. We are not experts in node.js, there are far too many full-stacks to be able to focus on one and the changes/efforts that we would need to do to adapt our platform are too big compared to the limited market we currently have for node.js.

                                    That said, surely it is something that we may reconsider in the future.

                                    Thanks to all for your feedback.

                                    Cloudways Team

                                  • 155 votes
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                                      Daniel supported this idea  · 
                                    • 132 votes
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                                        Daniel supported this idea  · 
                                      • 71 votes
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                                          Daniel supported this idea  · 
                                        • 19 votes
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                                            Daniel supported this idea  · 
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