Question

What is the turn-around time for Support Request?

Posted September 6, 2012 12.6k 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?
Add a comment
dbitla
By:
dbitla
Add a comment
2 comments
  • juanefren January 13, 2015
    Reply Report

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

  • prvtholdings June 4, 2017
    Reply Report

    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.

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.

×
9 answers
ben 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.
Reply Report
dbitla September 6, 2012
Where can I find the Live Chat system?
Reply Report
moisey September 6, 2012
It auto-appears on the website when you visit: https://www.digitalocean.com - when our engineers are logged into it.
Reply Report
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.
Reply Report
moisey 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.
Reply Report
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.

Reply Report
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.

Reply Report
juanefren January 13, 2015

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

Reply Report
shogerr February 24, 2015
Reply Report
Submit an Answer

Looking for something else?

Ask a new question Search for more help