First, please immediately remove the link to our client's site. There's a reason I provided that link as a secure note and would appreciate not having that be public. One would think that'kind of privacy is common sense.
As I mentioned previously, the hosting provider is CloudWays (of whom ThemeCo is a partner). We have not made ANY changes to the server; the environment there is as vanilla as you can get.
What specifically should we be asking them about? It's not the hosting provider's job to troubleshoot third party software or dig through your code to figure out how your theme works.
We have provided admin level access and you have a way to replicate the issue. Would providing SFTP access help?
If ThemeCo has partnered with CloudWays, it would stand to reason that this should work out of the box without having to chase our tail for over a week or ask CloudWays to troubleshoot your software. Our client has been waiting for us to implement something that should be incredibly simple for over a WEEK now and we still have zero answers. Please do not blame the host for your software not working, or else at least provide very specific server and stack requirements so there's no confusion.
We're extremely unhappy with the rollout of your newer versions and even unhappier with the support I'm seeing with this issue and others. We have purchased at LEAST sixty licenses from you guys. I would hope that would earn us some real troubleshooting efforts instead of trying to pass us off to someone else after waiting a week for a non-answer.
We'll have to start looking at other solutions soon. ThemeCo has dropped the ball.