What is the turn-around time for Support Request?

September 6, 2012 6.4k views
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?
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9 Answers
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.
Where can I find the Live Chat system?
It auto-appears on the website when you visit: https://www.digitalocean.com - when our engineers are logged into it.
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.
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.

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.

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.

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

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