What is the turn-around time for Support Request?

September 6, 2012 10k views
dbitla
By:
dbitla
What is the turn-around time for Support Request? For any tech problems - how quickly can we expect any response from you? Do you intend to have Live Chat like support?
2 comments
  • juanefren January 13, 2015

    Our main droplet principal 107.170.69.147 is not responding by ping or ssh connection.

  • prvtholdings June 4, 2017

    My sites have been down all day , I opened a ticket and got a stupid auto responder answer. This is a joke , DO is a joke ...

    You should not be in business. No one is there to help , my sites have been down ALL day , lost thousands in sales.

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9 Answers
ben MOD September 6, 2012
Support Requests are answered on a best effort basis, currently you can expect roughly 1 hour for support responses.

There is a critical option in case of an actual emergency like service down. However, we have our own internal monitoring tools that report server down emergencies and those are treated immediately.

We do have a Live Chat system but it is rarely used. Our intention is to provide the simplest cloud hosting service possible and allow our users to completely self service. They can also turn to additional help and documentation in the /community section.
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dbitla September 6, 2012
Where can I find the Live Chat system?
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moisey MOD September 6, 2012
It auto-appears on the website when you visit: https://www.digitalocean.com - when our engineers are logged into it.
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dbitla September 6, 2012
Do you have any Hours of Operation? OR Someone is always available round the clock?
I have not seen the Live Chat on the website so far.
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moisey MOD September 6, 2012
For any emergency requests you can open up a support ticket and click the "critical" option and that will alert our engineers on call with a direct SMS.

We do not have any specific hours that we man the liveChat as that's optional currently.
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aadams December 2, 2014

I know this is old, but where is the "critical" option? Where is the chat? I've been down for 15 hours now and support has been very, very slow and poor. Responses every couple hours that don't even address the issue. Shame on you Digital Ocean.

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andrewh452483 January 13, 2015

We have been down now for over an hour during a pretty critical time with no response yet to our support request- and don't see any kind of option to make it "critical" either.

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juanefren January 13, 2015

Our main droplet principal 107.170.69.147 is not responding by ping or ssh connection.

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shogerr February 24, 2015
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