ninjatron
By:
ninjatron

Does Digital Ocean Have Support?

August 5, 2017 211 views
DigitalOcean

I submitted a ticket and have been waiting for an answer. This is the ticket number #492401. Have been waiting for almost a day. No response. Is this a small company that can't address customer issues? If so please let me know so that I can move my business to a more reliable service. Thanks!

6 Answers

DigitalOcean's prices are not high enough to justify a SLA. Support is best effort, within 48 hours.

OpenSSH_6.6.1, OpenSSL 1.0.1m 19 Mar 2015
debug1: Connecting to 198.199.116.27 [198.199.116.27] port 22.
debug1: connect to address 198.199.116.27 port 22: Attempt to connect timed out without establishing a connection
ssh: connect to host 198.199.116.27 port 22: Bad file number

$ ping 198.199.116.27

Pinging 198.199.116.27 with 32 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 198.199.116.27:
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

Droplet is on.

  • What does the console show? Did you try pressing a key? Did you try rebooting?

Reboot didn't help. I think this is an issue related to ownerships and permissions. Console shows Failed to connect to server (code: 1006).

@Woet why do you keep going on about users not paying enough to justify SLA? The OP asked if DO provided support and nothing about SLA agreements.

FYI, DO should be answering support requests in a reasonable amount of time when it comes to account, billing and dashboard related queries as these are services that DO provide and only they can maintain and fix.

  • Because some people have the expectation of a < 1 hour response time on a $5 droplet.

    • @Woet I said I haven't gotten an answer in a day, I haven't said anything about < 1 hour response time, neither the other person you gave the same answer to (he was saying he hasn't gotten a response in a day). It has been ~36 hours since I posted my ticket and got one short response so it's still open.

@ninjatron

I apologize for any delays you may be experiencing. We are a little backlogged with the transition to our new support platform, though we are working as quickly as possible to get response times back to our normal levels.

...

The bad file number message isn't really something to focus on in this case, though the connection timing out generally means that the port you're using for SSH is being filtered, or it's blocked by the firewall. The only way to remove the block would be to access Console. How you'd go about that really depends on the OS.

On our end, we do not have access to customer Droplets, thus we do not have the ability to log in and clear a firewall block unfortunately. If you're having issues accessing console, if you have any plugins enabled in your browser, please try disabling them before accessing console.

Since Console is rendered on within the browser, plugins do have the potential to affect it as well as whether or not it displays. You can also do a private tab in most, which prevents most plugins from running in general unless you've allow them to run in private tabs.

...

Once everything is back to normal, response times will return to normal as well. Prior to the move to the new platform, I answered a number of tickets within 5-10 minutes, others in a few hours -- it really depends on the issue, how quickly a customer follows up to my reply, and what they reply with.

In some cases, we may see "my server is down", but a customer will have 10-20 Droplets and doesn't specify, so tickets like those take a little more back and forth so we can work with them to get the real issue resolved. Overall, the more information you can provide upfront (logs, error messages, specific details), the better :-). If we have everything upfront, most of the time we can resolve an issue in 1-2 replies, if not just 1 -- again, it all depends on the issue and what we have to troubleshoot with.

Not having access to customer Droplets means the only things we have to go on is what's in that first ticket and the follow up responses.

That said, what you provided in the second reply was a perfect example of what we can use to help troubleshoot an issue, i.e:

OpenSSH_6.6.1, OpenSSL 1.0.1m 19 Mar 2015
debug1: Connecting to 198.199.116.27 [198.199.116.27] port 22.
debug1: connect to address 198.199.116.27 port 22: Attempt to connect timed out without establishing a connection
ssh: connect to host 198.199.116.27 port 22: Bad file number
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