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!