support SLA expectations

Posted May 15, 2020 74 views
Control Panels

as of this morning all my droplets (from what I can see) went down on LON1 and I’ve lost access to the control panel (2FA SMS option not available). Best guess is a systemic fault (but none reported) or identity hack.

my servers are SSH key access only and the keys are only on my laptops (all accounted for at home and all secure) and my DO account was 2FA secured; and my phone is with me and secure.

Support ticket raised (from outside the login area, of course) eight hours ago but zero traction.

What’s the best way to get engagement from support? and in other people’s experience, how long do you have to wait for a hack type issue like this; or should I just write the servers off and start again on another host?

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