Why does DO Support not triage tickets?
I was notified of my account being locked for suspicious activity, this is genuinely great to see for security. DO auto creates a ticket with the request for verification, but after replying with all the necessary details, I’m still waiting 3 hours later for any reply while my servers are down and no other form of recourse, no telephonic support.
How is any dev suppose to rely on DO servers if this is the case? Fortunately I was testing out the service, because had this been a production server I would be losing money and my clients would be rightfully pissed off.
DO hosts self-managed servers, so I imagine the support is focused on server up-time related to DO problems, how is DO going to support customers with legitimate and critical tickets without putting tickets/issues at the top of the pile?
Sure, volume of tickets is an issue but in this case I’m literally locked out of my account with no other form of support but this seemingly useless ticket system.