Support hours and response time

June 21, 2017 1.1k 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 ??


4 Answers
Woet June 21, 2017
Accepted Answer

They will respond within 24 hours.

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



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


    • @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!

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.

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