Cherry Servers: Customer Experience With a Cherry On Top

Support is the backbone of any tech organization, empowering people and processes to reach their full potential. Where large cloud providers can feel like faceless machines, Cherry Servers stands out.

We don’t just give control back to developers; we offer around-the-clock technical support provided by real humans, not bots. This ensures customers can resolve problems quickly, maintaining productivity and satisfaction.

#Why is Cherry Servers committed to 24/7 technical support?

We believe that server technical support is crucial for minimizing downtime, especially in environments that depend on high-performance, always-available infrastructure.

Our customer support is one of our defining features, not just because issues get resolved, but because of how they are handled: with speed, empathy, technical skill, and a commitment to treating customers as partners.

Here’s an inside look at our support team, with real stories that illustrate our commitment to always being there for our customers.

#Our values: Speed, transparency, expertise

At Cherry Servers, we believe exceptional customer support is essential for success. We are committed to providing help with speed, transparency, and technical expertise, ensuring every interaction leaves customers feeling valued and understood.

#1. Speed: Rapid response times

Feedback from users is consistent: our response times are “unbelievably fast.” When technical issues arise, our customers often report being surprised that a “real human” replies quickly, not a bot, not hours later, but within minutes or less.

“We don’t just resolve tickets — we aim to restore trust. Every message we send is an opportunity to show care. If the customer reaches out, they must feel glad they did.” Dovile, Head of Customer Success at Cherry Servers

As per Trustpilot reviews, speed doesn’t just mean answering. It means diagnosing, escalating if needed, and following up. That “human response” isn’t just greeting a ticket — it’s owning the issue until resolution.

#2. Transparency: Personal account manager included in all plans

A personal account manager means you have a dedicated person who understands your infrastructure, knows your business needs, and can proactively recommend solutions.

This personal account manager ensures you don’t have to explain yourself twice. With continuity, context, and care, we don’t just react to issues, but help you plan growth and optimize performance. As Dovile, our Head of Customer Success, puts it:

“You’re never just a case ID at Cherry Servers. Our job is to make sure you feel supported, guided, and heard — every step of the way.” Dovile, Head of Customer Success at Cherry Servers

#3. Expertise: 24/7 support engineers, response in 45 seconds

Our 24/7 support engineers are available through live chat, email, and phone. On average, a live chat is answered in 45 seconds and tickets 15 min, by a real technical expert, and not a scripted responder.

Speed matters, especially for customers running critical workloads like blockchain, streaming services, or live trading, where downtime during peak usage can cost revenue and reputation.

“Our team’s unity shows: when someone has a problem, it’s everyone’s problem. Sure, technical depth matters, but so does the way we listen, speak and work together with a customer until we "make it right.” Dovile, Head of Customer Success at Cherry Servers

Whether it’s hardware, networking, or system configuration, our engineers are trained to diagnose and resolve issues immediately, keeping your services online when it matters most.

#What we believe in

From the top down, Cherry Servers is built on the conviction that people matter. Not just the people who use our infrastructure, but those who provide the support behind it.

Our internal culture is united, ego-free, and focused on collective responsibility: if one part of the team sees a problem, we collaborate to solve it — no blame games, no “that’s someone else’s problem” attitudes.

• #Technical depth and ownership

Our support team consists of skilled engineers, not just generalists. These support engineers are thoroughly trained to evaluate cases and route them to the appropriate teams (payment, network, etc.) when needed. However, their technical expertise enables them to resolve many issues directly at the first level of support, without escalation.

What's more, there are no “us vs them” silos in attitude — each member of the team works together, supporting each other, sharing knowledge, no egos.

• #Empathy and emotional intelligence

When a customer is upset — whether due to downtime, billing issues, or a mistake somewhere — what matters most is not just “fixing things,” but how you fix them. Do you listen? Do you assure? Do you take ownership?

Our core internal value is: “how would the client feel receiving your message?” We train our support team to prioritize making the customer feel heard, respected, not brushed off, as the most important value is the customer experience, the way they feel.

• #Personality and adaptability

We believe that technical knowledge is essential, but personality, adaptability, and a willingness to be helpful often matter more.

An account manager who listens, who treats your issue as real, who communicates clearly and kindly — these are the traits that turn a customer from satisfied to loyal.

#A story that reflects these beliefs: Meet Benas

Benas met our CTO, Marius, when he was giving a guest lecture at their school. He was 18, curious about networking and passionate. He didn’t yet have decades of experience on paper, but he had spark, commitment, and willingness to learn. We gave him a chance.

We trained him, we invested in him. Today he is back working with us in the summer while continuing his IT studies. That decision wasn’t about filling a role, but trusting potential. Benas now embodies our belief that people with heart and ability can make a real difference.

This story is the perfect example of our "personality and adaptability" first belief — the technical team is not just about qualifications on paper, but about learning, growth, and responsibility.

#What our customers say

These values aren’t slogans. They show up in customer feedback, with users highlighting: “support is always quick to respond,” “kindness, professionalism, and that they genuinely help,” “fast deployment and easy access to reliable servers.”

#The bottom line

Cherry Servers’ customer experience isn’t an afterthought. It’s central to what we are, how we hire, how we train, how we respond. We believe in:

“Support that restores trust. Infrastructure that doesn’t let you down. And human beings on the other side of every interaction.”

If you are looking for a cloud provider where support is fast, empathetic, technically capable, and genuinely oriented around your success — not just uptime & CPU benchmarks — then Cherry Servers is built for you.

— Cherry Servers customer support team