Digital Ocean's response time to open tickets

Posted May 28, 2014 12.7k views
I am aware that the Digital Ocean SLA is: "Digital Ocean provides a 100% network up-time SLA and a 99.9% general cloud up-time SLA. Lost time is refunded back to your account at the hourly rate incurred. " However I am trying to find out if there is a guaranteed response time to a ticket being opened for any given reason.

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There isn't a guaranteed response time for support tickets, but our team is on 24/7 and works hard to keep response time to a minimum. Generally, you should receive a reply in less than thirty minutes. It's often much quicker. Our goal as a company is to be extremely responsive to all inquiries.
  • I love DO, but is there an expected response time tracker available anywhere?

    I’ve been waiting for an initial response to a ticket for over 3 hours tonight. A status tracker or an autoresponse to a newly opened ticket, with expected wait time / customer support busyness levels, would be better than hitting refresh every few minutes.

I would just like to add, that for the couple of support ticket's i've made, the response time has been very quick, especially compared to some other hosts.

Basically 5-10 minutes in general :)

I have been trying to activate my account all day. They asked for the required identification, which I provided, but the admin answered my ticket without first reading my message. It took approximately 3-4 hours for every answer. Here is the screenshot of the conversation:

I woke up in the middle of the night to get a new droplet up and running after the second Networking Disabled incident in a week. I’ve spent the last 3 hours waiting for a response

I’ve been waiting for over 6 hours!!!!!!!!!!!
and still waiting:

It’s been 5 hours and no response.

do you know if there is a problem with AM2 location ?
I just rebooted the droplet and it is not responding.

I am waiting for a response 7 hours now.


45 minutes… there is no response.. my all the instances are suspended even though i am given time. Really frustrated

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