ardiaful
By:
ardiaful

Does DO support understand what an URGENT ticket really means?

March 13, 2017 103 views
DigitalOcean Ubuntu

4 hours ago I opened a Support Ticket because my Droplet came down all of a sudden. This means my business also came out of reach for my customers. I wrote URGENT in the ticket subject as to notice this is a highly important issue for me. No restoration of my droplet backup has been even possible.

Only after 2 hours a support representative writes to me saying it is not really their problem to know what's going on, and that everything seems correct to them. After providing the information they request, I have to literally wait for another 2 hours to see the support representative come back and ask for more information in order to troubleshoot.

Heyy! DO people, are you really aware of what URGENT really means? MY BUSINESS HAS BEEN OUT OF BUSINESS FOR MORE THAN 4 HOURS NOW and all you do is asking for this or that information?? Is this all the service quality you are able to deliver? Your droplet for which I pay for has been DOWN for more than 4 HOURS and you must provide a solution ASAP!

2 Answers

Hi @ardiaful

Just so you know, this forum is user-to-user. Sometimes DO employees comment on stuff.

I know it can be a pain to have a down server - we've probably all been there.

But without knowing anything about your case, could it be something went wrong in the droplet - in that case, it doesn't have much to do with DO, since they just supply the platform.

Of course DO is responsible for internet, power, physical servers and the like, but whatever you do on the droplet is your responsibility - and it's always important to maintain proper backups in multiple locations.

And without you giving us any information on what went wrong, it's difficult for us (the user forum) to give you any guidance.

For me, DO provide an amazing infrastructure for almost no money, but the "almost no money" comes at a cost. If you are looking for a place were you can call and get priority tickets, and even managed support, then DO is not the right place.

@ardiaful

Hopefully I can provide some insight as to why you may have received the responses you did. I don't work for DigitalOcean, though I've worked with their platform for the last 4 years and various others ranging from Amazon to Google Cloud for just as long.

The first thing that applies to DigitalOcean as much as it does others is the fact that it's un-managed. This means that short of an issue with the network, the physical server, or hardware (CPU/RAM/SSD), you're ultimately responsible for troubleshooting. They simply provide the resources and the OS -- the rest is up to you.

While their support team is on-hand to help, they're not physically able to login to your Droplet. This is even more so true if you're using SSH Keys where password-based login is disabled. This means that short of network, physical server, or hardware issues (i.e. issues that are definitely on their end), they don't have a means to access your Droplet (VPS) or troubleshoot what may be wrong. So when they respond, all they can do is ask you for information and request that you provide it.

If this happens to be software related, such as misconfiguration, firewall (blocking connections), etc, this would fall on the user. All OS's offer a clean slate -- the one-click images often run a firewall that can be disabled or reset (the same that could be setup on a clean OS), etc, so what you do afterwards is ultimately user-end.

Of course, if this is truly a hardware issue, thus meaning the hardware is preventing you from logging in or doing, they should be able to help, though if there's nothing that's actually wrong with those three things, it is a user-end issue and you would need to troubleshoot or hire a sysadmin to do it for you if you're not able.

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