Question

Is there something wrong with the DO ticket/support systems?

Posted April 7, 2017 2k views
DigitalOceanNetworkingHigh Availability

I have submitted a request for the “Recovery Environment” to fetch db backups I prepared. Normally response time of DO is acceptable. However this time I couldn’t even be sure that support team is getting my messages. Is something wrong with the support system?

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3 answers

Unless it’s been over 48 hours, no, there’s nothing wrong with it.

48 hours is an acceptable time in normal conditions. But when my droplet is closed due to security reasons I think there should be another support process here. DO should either give community, self service capabilities to retrieve their critical data or put in place a separate support process. Our service is critically damaged because of this reason. Something that can be solved in 1 hour just became 2 days.. This is not how SW market works anymore.

@muratcansoy

In my experience, the delay depends on the actual issue. In most cases they will simply disable the networking for the Droplet and force you to login using Console via the DigitalOcean control panel.

In other cases, there may be more to the issue which causes a delay. It’s hard to tell without the exact reasoning.

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