Scaling Autonomous Site Reliability Engineering: Architecture, Orchestration, and Validation for a 90,000+ Server Fleet

As Cloudways scaled from a bootstrapped startup to a leading managed PHP hosting service, one of the biggest challenges we encountered was the growing support load. Managing a fleet of over 90,000 servers and half a million applications means thousands of support requests, requiring a team of hundreds of human support agents. The rise of LLMs and AI agents provided an ideal opportunity to rethink our support operations.