Question

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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29 answers
asb May 28, 2014
Hi!

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.
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  • chihayafull September 13, 2014

    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.

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mrskinnybill May 29, 2014
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 :)
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hakancetinh June 6, 2015

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:
https://www.uploady.com/download/GQosMFq2pgD/5keSxn3v70UcJxsO

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ifedayooladapo May 5, 2016

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

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developer17 September 8, 2016

I’ve been waiting for over 6 hours!!!!!!!!!!!
and still waiting: https://cloud.digitalocean.com/support/tickets/1197233

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flautismcenter March 22, 2017

It’s been 5 hours and no response.

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nightcrawlerarome March 23, 2017
[deleted]
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weborder March 23, 2017

Hello,
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.

thanks

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admin5eace3737187cf24e06e1 May 21, 2017

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

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zpastarmadjiev May 21, 2017

1h - no response

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