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.
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!
This question was answered by @brendanza:
As a matter of consistency: DO has now replied, with apologies for taking a while - fair enough, but I reckon there is a sore need for improvement on the UI side of the support system, some ETA or at least a ‘seen by support’ type of response. It’s hard to sit by while you are locked out of your account.
Become a contributor for community
Get paid to write technical tutorials and select a tech-focused charity to receive a matching donation.
DigitalOcean Documentation
Full documentation for every DigitalOcean product.
Resources for startups and AI-native businesses
The Wave has everything you need to know about building a business, from raising funding to marketing your product.
The developer cloud
Scale up as you grow — whether you're running one virtual machine or ten thousand.
Get started for free
Sign up and get $200 in credit for your first 60 days with DigitalOcean.*
*This promotional offer applies to new accounts only.