70% Fewer Support Tickets, 60% Faster Pages: How Ivapix Transformed
Their Hosting Business

Background

The now 10-person team is distributed across different locations. Dale is based in Germany, and the rest of the team works from Serbia and the surrounding region. Despite the proliferation of remote work, distance collaboration is never easy. But in Ivapix’s case, it works. “Sometimes we argue, but in the end we see eye to eye,” Ivan says.

The team was strictly WordPress-focused right from the start. That hasn’t changed. As Dale puts it, “We are WordPress-oriented because we were once in the seats of all these users that now are our customers.” Despite lucrative offers for projects on other platforms, the Ivapix team chose to deepen their expertise in the extensive WordPress ecosystem.

As they built websites, provided maintenance, and offered support to their clients, the Ivapix team began to see patterns in what their customers needed. The team noticed that quality hosting was a frequent bottleneck for customer success. Dale, having worked with various hosting services as a developer, experienced firsthand how rigid hosting packages forced customers to pay for resources they didn’t need. The natural next step in accelerating customer success was hosting: providing services that matched their WordPress-focused, quality-first approach to development.

We were building the websites, and we were providing the support. We were providing WordPress maintenance for our customers. But then? We evolved to be a great hosting company.

– Ivan Pjano, founder and CEO, Ivapix

The Challenge

As Ivapix grew its hosting business, the team faced the challenges that come with scaling in today’s infrastructure landscape. Building modern enterprise-level infrastructure from scratch requires significant capital investment, multiple specialized DevOps teams, and often years of development time. For a 10-person team focused on providing WordPress excellence to their client base, dedicating resources to infrastructure would mean less time serving customers and building their core product.

But infrastructure was only part of the challenge. Ivapix had worked as an agency; they knew the roadblocks their customers faced with existing hosting solutions. And one major pain point was hosting panels.

Panels are the control center for online business. They give customers a complete view of their operations. Whether someone needs to launch a new site, point to a domain, scale up for traffic, or manage billing, customers do it all through panels. In fact, for many customers, the panel is their hosting experience. And most panels are overwhelming.

“Whenever you log in to some of those big panels, you are instantly blown away with the amount of icons, the amount of features,” Ivan explains. “When you are just a regular user who wants to have a website, it all feels too complicated. You don’t know where to click or what to use. You want to just drive a car, but you are sitting in an airplane cockpit.”

The Ivapix team realized that to provide a high-class customer hosting experience, they needed to fix the panels. They needed to eliminate the cockpit feeling from dashboards and give customers easier access to fine-tune their online business. 

To focus on customer needs, they needed infrastructure that would empower them to:

• Spend their resources on innovation rather than infrastructure maintenance
• Build a custom WordPress-focused panel without managing servers themselves
• Handle automatic scaling for traffic spikes without a dedicated DevOps team
• Provide reliable uptime while keeping their small team focused on customer experience

The Solution 

The path forward began with an unexpected conversation at CloudFest. Jesse Friedman, Head of WP Cloud, was giving a presentation on WordPress infrastructure. One slide in particular caught Ivan’s attention.

“When Jesse showed a slide about fires and explosions at a Los Angeles data center, he got us thinking about what happens when a data center goes offline. Jesse demonstrated how websites on WP Cloud were instantly brought online on the other data centers. That was the spark,” Ivan recalls.

Both Jesse and Ivan had packed schedules with back-to-back meetings, but when Ivan approached Jesse about WP Cloud, they found time for an impromptu discussion. “We ended up having a meeting in the parking lot near a water fountain,” Jesse remembers. That informal conversation kicked off what would become a strategic partnership.

The team had previously tested many other hosting solutions. None met their standards. Some lacked the customer support Ivapix needed for their high-quality service model. Others had reliability or security issues. Some had multiple issues at once.

WP Cloud was different. The automated failover system addressed a big infrastructure fear, and the API-first approach meant they could build their own customer experience on top of it. Ivapix tested carefully, migrating smaller, lower-risk sites to WP Cloud to check performance, stability, and support. “The migration process was smooth and stress-free,” says Ivapix’s support team. “The WP Cloud team consistently stepped in with swift solutions whenever minor complications arose.” As Ivapix’s confidence grew, they moved one of their largest news sites to the WP Cloud platform.

The timing proved perfect for a real-world test. Shortly after migration, that site got hit with massive traffic. But instead of crashing, the platform handled it smoothly. For Ivapix, this proved WP Cloud could deliver. 

This time was different. WP Cloud’s automatic burst scaling kicked in exactly when needed, absorbing the surge without missing a beat. We didn’t have to scramble or manually intervene. The site stayed fast, stable, and fully operational, delivering a flawless experience to tens of thousands of concurrent users. For us, it was definitive proof that we had found the right partner.

– Ivan Pjano, founder and CEO, Ivapix,

Based on these results, Ivapix moved all its clients to WP Cloud.

With infrastructure handled, Ivapix could focus on solving the panel problem. They built a WordPress-only dashboard designed around how their customers work. At the center of this new panel was what they called the Pixie System.

Ivapix platform dashboard showcasing site management tools, Pixie resource system, and real-time platform usage. 

Business Impact

The partnership with WP Cloud delivered measurable results for both Ivapix and its customers:

• 99.99%+ uptime across all sites 
• Reduced support ticket volume by over 70%, freeing team resources
• Up to 60% faster page load times 

But the real transformation came through Ivapix’s Pixie system. Every hosting account starts with a base allocation: 25GB of storage, 2 PHP workers, and 2 CPU cores. But instead of forcing customers into rigid packages, Ivapix created “Pixies”—modular add-ons for extra storage, workers, cores, or even entirely new WordPress sites. Customers can apply these resources across any website in their account, like digital building blocks.

The system also includes workspaces, which allow agencies and freelancers to organize client projects separately while managing everything from one account. This was informed by Ivapix’s own experience as an agency. Through the Ivapix panel, users can:

• Spin up and manage WordPress installations without technical complexity
• Configure DNS zones and domain settings in the same interface
• Monitor usage metrics like monthly visits and resource allocation
• Reallocate resources across sites without upgrading entire plans
• Organize client work through separate sites with role-based access

This flexibility solved real business problems. For e-commerce customers, the impact was particularly significant. “For example, say an e-commerce website is having some traction, but on Black Friday, they of course have traffic,” Ivan explains. “They can prepare for that incident with our panel. There’s no need to call the developer. Just scale the infrastructure. It’s that easy. Just push the cores, enable burst mode, and you are completely ready for Black Friday. It takes five minutes, and you focus on selling your products.”

“Our new system brings enterprise-grade performance and scalability into the hands of everyday users—without the learning curve,” Ivan says.

The workspace feature also solved a problem Dale knew intimately. As a freelancer years earlier, he had struggled with managing multiple client accounts: “I always had this issue opening different accounts per client, and logging out, logging in.” Now, agencies can create separate workspaces for each client while managing everything from one account. “You can just create a workspace for each client, immediately when you start working on the sites,” Dale explains.

The 70% reduction in support tickets meant Ivapix could focus its small team on innovation rather than troubleshooting. As Ivan notes, “We can provide support for a huge amount of the websites with just a small number of people.”