Support hours and response time

June 21, 2017 2.4k views
Billing CentOS

Why Any Droplets Not appear in my account even i have 4 droplets ref ticket id 1583935 no response since 1 hour

what is your response time in critical situation ??

thanks

10 Answers
Woet June 21, 2017
Accepted Answer

They will respond within 24 hours.

My droplet lost internet connectivity out of the blue - I was told that my website is down!
It's now been 24 hours and I am not getting any response from digitalocean support!

I rebooted the droplet and found cloud-init-nonet state on eth0 interface. I believe it happened after planned maintenance in NYC datacenter. Could anyone from support please respond? ticket [#1233132]

  • Same here after their SFO 01 maintenace - DO reboot my droplet and now the IP address on my dashboard does not match my IP address from command line "ifconfig"

    The droplet host a critical trip booking site and now the droplet simply has no inbound and outbound internet connection.

    If you plan on hosting something important, you may want to think twice about using DO. DO is good for hobby project, but you may want to consider google app engine or microsoft azure for mission critical stuff........and now....i am sitting at 15th hour without reply from the support - ok, 24 hours...let's see...sigh......

    • Did you try to add a elastic up to the droplet from outside to see if that gives you access? In fact, you should be using a elastic up with a production code, that way you can move the IP to a new droplet if some crap happens to the original.

my droplet have just disappeared too...
I still did not receive a any response 1 hour ago...

Screenshots
http://i.imgur.com/3e2js6x.png
http://i.imgur.com/OtDzAjV.png

@laldeepak2002

Since I'm on the support team, perhaps I can help :-).

DigitalOcean support is self-managed, meaning we provide guidance and assist in troubleshooting, but we're not able to physically log in to your Droplet, or access your data.

In some cases, self-managed is referred to as un-managed, which means you're responsible for what is running on your server and whether or functions properly or not. We'll work with you to help find a issue, though ultimately you'd be responsible for running the commands to fix it, or seeking further help as we respond.

This includes Apache, NGINX, PHP, MariaDB/MySQL, Python, NodeJS, etc (just to name a few).

In addition to the support team (Platform Support), we have the community which is peer-to-peer support where many come by and do their best to help. If you're having an issue and you've already submitted a support ticket, you're more than welcome to post the issue in a new question and the community can see if they can help you to find the issue, or issues.

I'm a part of the community as well :-).

That said, generally the response time will be within a few hours at most, though in some cases, it can be a little longer. I've not personally seen any tickets hit 24 hours (even before I started working for DO), so you should receive a response pretty quickly.

Let me know if you have any other questions and I'll be more than happy to help!

  • Hi,

    thanks for reply but its your responsibility to appear droplets in our client area and all they pingable

    thanks

    • @laldeepak2002

      I checked with the Platform Support team and they are looking in to the issue for you while we wait on a response from ops. They'll be with you and respond as soon as possible!

  • Does that self managed means we need to manage the support system it self? What if i am unable to launch a droplet? Is there any documentation should i follow to troubleshoot this?

https://cloud.digitalocean.com/support/tickets/1634727?i=583482

No response even after 2 hours.

I am not able to login into my account as the email server hosted on digital ocean not responding and verification code sent on the same email server.

It has been almost 24 hours and Digital Ocean support has not responded for the second time on my ticket regarding SSL

I've seen this "support will reply within 24" posted in reply to several questions like this. Mostly from the same user "woet".

I have just signed up for DO with the intention to migrate in a large Docker Swarm cluster and hit up against an issue and filed a support ticket for it. That was well over 36 hours ago with no response.

So I can only say based on this experience that they will not get back to you within 24 hours. I'll leave another comment here when and if they ever get back to me and let whoever is searching what they can actually expect.

Im getting irritated with the over 24 hours hours response to critical issues. I deleted my spaces trial and can no longer get the service even if Im willing to pay. Raised a ticked over 24 hours ago and absolutely nothing.

I dread to think what will happen in a emergency situation where Im not waiting to pay DO, but actually need some real help.

Is there a way i can speed up a reply for a very urgent ticket? My droplet got stuck in restart after a power-off, it is production code and can not afford to leave it offline. Already 4 hours passed. Ticket
[#1308058] If there is a premium service to speed this up? I would be fine with it. Thanks

Support is not responding to my tickets can someone help me please.

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