How Long Do Support Take To Reply?

Posted August 10, 2019 1.3k views
ApacheApplicationsUbuntu 16.04

Hi All,

I have site down issues which started 3 days ago. I have put in 2 support tickets but it is not 36hrs since the first one and no reply.
How long do these people normally take to reply as this is truly unacceptable.
If support happen to be reading this the refs for the 2 support tickets are:

Thank you

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7 answers

Hi there @richv,

In our public community, we aim to answer open questions about anything SysAdmin, DigitalOcean and beyond. However, we make every attempt to keep personal information safe and so don’t ever access personal account information here. This means we can’t provide help with any account or billing-related issues.

Do you have the ticket numbers from when you contacted our support/abuse team so that I can get this followed up for you?

(What you’ve given is the internal reference numbers used for tracking email replies, not the ticket ID numbers).

Hope that helps!

It is not an account issue, it is a site down issue / an issue with wordpress droplet. I placed a comment in the community about the issue but not had a reply in regards to the problem.

Where do I get the ticket number from? all I had was the email from DO saying they have received the support request, that email does not contain a ticket id number.


Apologies, I have just seen the ticket numbers are in the subject.
Here they are