Our server is down From last 48 hours but we are not satisfied with the support ?

April 23, 2017 151 views
DigitalOcean

Hi

Our server is down from last 48 hours, we contact through support center but respond is too much slow in the meantime we are facing problems with our work .

Can you guys suggest us how to contact faster with Digital Ocean ?

2 Answers

Hi @ferdousseo

DigitalOcean is an unmanaged service, which means they are only responsible for hardware, power, internet lines and other physical things.

Each droplet is under your responsibility, so if the problem is software related, DigitalOcean cannot help you.

What is the problem with your droplet?

@ferdousseo

If you'll let us know what appears to be the issue, we might be able to help you to get back up and running.

...

In terms of DigitalOcean support, much like other unmanaged providers (Linode, Vultr, etc)...

If the issue is physical -- CPU, RAM, Disk, Network -- DigitalOcean will provide support as the issue is on their end.

If the issue is software -- Firewall, MySQL, PHP, NGINX, Apache, WordPress, etc -- you're responsible for that as the end-user. They may provide best-effort support, but there's no guarantee.

Ultimately, with an unmanaged service, you need to know how to properly administer a server, or be willing to learn by reading the guides here at DigitalOcean or by searching Google. The community is here to help and both myself and @hansen check in pretty much every day to see what we can do, though much like DigitalOcean, we don't have access to your Droplet, so we have to rely on what you give us :-).

Have another answer? Share your knowledge.