support SLA expectations

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?

Show comments

Submit an answer

This textbox defaults to using Markdown to format your answer.

You can type !ref in this text area to quickly search our full set of tutorials, documentation & marketplace offerings and insert the link!

Sign In or Sign Up to Answer

These answers are provided by our Community. If you find them useful, show some love by clicking the heart. If you run into issues leave a comment, or add your own answer to help others.

Want to learn more? Join the DigitalOcean Community!

Join our DigitalOcean community of over a million developers for free! Get help and share knowledge in Q&A, subscribe to topics of interest, and get courses and tools that will help you grow as a developer and scale your project or business.

This comment has been deleted