I can easily open and review tickets but also experiencing growing concern over the time delay as well for DO support–although DO has been very helpful thus far.
Earlier today I was on a support call with Google for a GSuite issue and they called me back within 1 min and screen shared to solve an admin issue then next min. If I need help with Wix I get a 3 min call-back response. With Squarespace, they don’t do phone support–only email. While Squarespace tries very hard, it’s too long a turnaround time with them although SS is an excellent SaaS product.
With my Hosting company, Hostpapa, tech support is available immediately when I call for troubleshooting–always been reliable so far. Digital Ocean is a mission-critical service so I also recommend that they improve response times and accessibility options and spend more on support. The features and UX are excellent but support is also a key differentiator. The pressure to be fully responsive is on us all. My client is still waiting for a fix and I cannot even login to DO because I am waiting for my DO accounts to be merged. Why? The DO server created a second account when using Goggle sign-on. Same account but updated email. If the email on file is different a new account is created. Make sense but no agile fix. I hesitated to delete that new account and re-login because it just might cause more confusion. In short, it’s not easy for any business to be fully responsive in real-time but hope DO is working on a stronger support experience. We only find out how challenging it is when we are in crisis mode. In my case, I cannot solve my problem by reading FAQs or using the DO knowledgebase.
Digital ocean doesn’t offer phone support. You can only contact them via the forums, Twitter/facebook/Linkedin/Google+, ticket, and e-mail.
Same here…one of my production server has been locked for couple days. Have been waiting for two days and no response yet. This kind of critical situation required high prioritized quicker response.