Digital Ocean's response time to open tickets

May 28, 2014 5.9k 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.
22 Answers
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.
  • 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.

    • NO, I am waiting like almost an hour, but still no reply on my ticket yet. Where is your promises????

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

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

It's been 5 hours and no response.

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

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

3h and still no response... this is not okay.

We are Team of Developers and We have multiple clients from USA/Europe and Asia.
While some clients said they need different accounts, We have to use different digitalocean accounts for it. We manage multiple client websites with different servers and droplets.

If you need any proof, I can submit documents and all necessary requirements since our all clients websites are down as Digitalocean accounts are blocked.

Please reply ASAP as we are having responsibilities of our clients sites. I can send list of our client's digitalocean accounts which we need to unblock.

waiting from 10 hours
Ticket : 1591354

Hello there, accidentally all my droplets are suspended. Could you answer me asap? I'm waiting and receive complain from my client. Please help

https://cloud.digitalocean.com/support/tickets/1634727?i=583482

No response even after 2 hours.

I am not able to login into my account as the email server hosted on digital ocean not responding and verification code sent on the same email server.

no response for 32 hours for a simple request to increase droplet limit from 0 to 10. How the fuck am I supposed to use digitalocean with droplex limit equal to zero and non responsive support?

I have been waiting for response for about 8hours am so frustrated because my server is not running.

4 days. still no response.

12 hours and no response...Come on guys!!!! please understand, things get critical when response time is this lagged. Ticket #684817

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