It's important to note that DigitalOcean, much like Amazon, Google Cloud / GCP, and various others, is an un-managed or self-managed platform.
That means you're responsible for setting up, configuring, optimizing, securing, and overall, managing your server. If the downtime is due to user-error, you're responsible for troubleshooting or asking for help here in the community. Many of us are pretty active and do our best to help :-).
Support on DigitalOceans' end is limited to hardware (CPU, RAM, HDD), network/connectivity, the CP they provide customers with (where you login to create droplets) and the API.
For example, if:
- Apache/NGINX Fails;
- MySQL/MariaDB Crashes;
- There's an error in your PHP script;
- Services fail to launch/restart/reload;
- There's a misconfigured service;
- WordPress is hacked;
- System/OS Updates and Upgrades;
- Patching Security Holes (via Updates);
- SSH Keys don't work;
- You lock yourself out of the server;
You're responsible for handling that. It all falls on the users end as un-managed means they don't manage the server or services for you.
They may try to help by making suggestions, but ultimately, you're responsible for handling it.
If, for example:
- A Hard Drive dies;
- CPU Fails;
- RAM Fails;
- Network Connectivity is lost (where not due to a firewall issue on the server);
- Upstream Connections are cut;
- You can't deploy a Droplet;
- You can't access the DigitalOcean CP;
That falls on DigitalOceans end and is supported.