Rethinking xCloud for Business Hosting
I've been very happy with xCloud hosting while things were working well. The same server configuration is half the price of Cloudways, so I moved over when xCloud started up.
Today I'm having second thoughts. That's because of an error that took down my community site, and there's still no resolution. Support was in touch with me, but that was Tier 1, and they could not resolve the issue.
I've basically outgrown my resources and need to upgrade the site. The Upgrade button on my panel for the server is disabled. Also, there was a stuck PID after a reboot, PHP was down, etc. They cleared all of that, but I still had the resource issue for my site.
The server is up, the site is down. The Upgrade button is still grayed out, and it seems to me that the service hours are over for the day due to a lack of response.
Now I'm contemplating if I should run my business tools, which include all of my WP Manage Ninja products, on a host that doesn't offer sufficient support hours for a business operation.
I'm happy that I keep my blogs and marketing sites on a different server. They're still up and running.
Not my business site, though. I was up last night adding the new lessons for a course that I expected to launch today, before I had the resource issue. Now I'm stuck.
I don't know if any xCloud people are here, but this does not look good if you expect to host business sites on your platform.
Why is the Upgrade button grayed out?
Why did someone start working on my critical ticket and then stop for the day without a resolution?
There's not been a response in 3 hours. It doesn't take that long to upgrade a site. I presume the support staff is in India, and I'm in Florida, so perhaps they don't have anyone offering support during my business hours.
It's not satisfactory to me.
Most probably the server is not upgradable from vendor. I have forwarded to the team.
By the way, the support staffs are from Philippines, Dhaka and UK.
Shahjahan Jewel Thanks for the quick response and assistance, and for confirming there is a time-zone difference that may be impacting my resolution. Even in the UK, it's after their normal business hours.
This server is a managed server from xCloud, so I'm unclear why it would not be upgradable. That is one of the features I thought I was purchasing.
Hi William Beem,
Thank you for sharing this so openly, and we’re truly sorry for the frustration this caused, especially with a business-critical site and a launch being affected.
We checked your ticket carefully. First, regarding the upgrade button, the reason it was grayed out was because a server size had not been selected from the dropdown.
We will improve this by adding a tool tip that you need to select a new server size from dropdown before clicking the upgrade button.
We can also see from your latest update that you were able to identify that as well and complete the upgrade process. Thank you for letting us know there so we do not overlap efforts.
Please let us know if we are still missing something.
Regarding the delay, yesterday our support availability was unfortunately lower than usual due to one team member being on sick leave while the team was also handling unusually high pressure. That's why support reply was delayed
That said, we fully understand your concern. From your perspective, what matters most is that your business site was impacted and the experience did not feel fast or reassuring enough. That is completely valid, and we are taking this seriously.
We appreciate your patience, and we’re sorry this experience fell short of the level of confidence you should have in hosting business-critical websites with us.
Please always feel free to reach out to me anytime at [email protected] and I will be happy to help.
Shifat Hossain Hi, Shifat
Thanks for reaching out and explaining things to me. I truly do appreciate it.
The issue with the upgrade was confusing and when I finally figured out how it worked, felt a bit silly. I had clicked on that spot before and it didn't open up to reveal what I needed to select. It was only when I managed to click on the end of the dropdown selector that it opened, I saw the next upgrade level and then the Upgrade button worked.
In my opinion, the user interface could be somewhat clearer to avoid this situation for users. Perhaps even a tooltip over the disabled button to guide users to select their upgrade plan first would be helpful.
The timing of my server error was definitely critical for me. I'm creating a 12-week course for business owners who want to escape the SaaS hostage crisis and build a sovereign system.
A VPS is a critical part of that type of buildout. I've been very happy with xCloud and was surprised that the resolution took so long, and that the communication was delayed and intermittent.
The next part of the course I'm building is about selecting a hosting provider and setting up two servers. I mention the recommended resources on my sales page (hub.suburbiapress.com) and xCloud is there right next to many of the WP Manage Ninja products.
As the downtime extended, I started rethinking if I should recommend xCloud for businesses. My server in this case is a managed VPS, not one that I brought over just to use the panel. I marked the ticket as critical and was pleased to have a response in roughly 15 minutes.
Your service staff is friendly, but going through the process took roughly 12 hours and, as you noted, I had to conclude the final action myself.
I'm recording my VPS build-out lessons this week. That's why I'm in the position of considering if xCloud is capable of providing business support for critical issues.
I'm happy to discuss this with you and learn what assurances you can give me before I make a recommendation for businesses to rely on a hosting provider.
When things are working, everything is great. I really enjoy working with the xCloud panel. It's when things turn ugly that I need to know if my recommendation for a managed VPS comes with timely support.
The reason I posted here was to get the insight of other users, as I know many are also xCloud customers. I've had some private messages about experiences from others.
I'll reach out to you on email, because I would like to know what I can share about your support capabilities in my lesson this week.
Again, thank you for responding.
Hello again William Beem
Thank you again for your thoughtful message and for sharing the full context so openly.
First of all, we are truly sorry for the experience you had. What happened here is not our usual standard, and I completely understand why this raised concerns for you, especially given the timing and the importance of the work you are doing this week.
After reviewing the case closely, I found that the delay in the server resize was not only from our side. The process was taking an unusually long time from Vultr’s end as well. In fact, we had to escalate this internally with the Vultr team so they could manually help speed things up. In your case, they also had to assist with allocating capacity in your selected region, which had gone out of stock at that time. This is a very rare situation and not something that happens in normal circumstances. But the resolution was faster because we are their Agency client and they prioritize us VS regular VULTR users.
That said, we fully understand that from your perspective, what matters most is the final outcome and the time it took to get there. Even when the root cause involves the infrastructure provider, we know you rely on us as the managed service partner, and we take that responsibility seriously.
Please be assured that this was an exceptional case, not the experience we want our users to have or the level of responsiveness we aim to provide. Our goal is always fast resolution, clear communication, and dependable support, especially for managed VPS users like you who rely on us during critical moments.
We also genuinely appreciate your UI feedback regarding the upgrade flow. That is a very valid point, and improvements like clearer guidance or a tooltip on the disabled button would absolutely help avoid confusion for users in the future.
Thank you again for your patience, your honesty, and also for continuing to give us the opportunity to improve. I would be very happy to continue the conversation over email or with a call and share more context around how we handle support, escalation, and critical cases for managed VPS users.
Thank you for being with us.
Shifat Hossain Thanks for this message and your email. As I replied by email, I won't repeat everything here.
I appreciate your explanation of the issues and hope you can address the communication issues I mentioned in my email.