Question

Why support not responding in 15 hours?

Hello,

I’ve been using digital ocean service for more than 1 year and I am a happy customer of yours. I’ve also recommended your products to my other friend as well.

I am running a VPS server where more than 100 small websites are hosted.

From yesterday (5:30 GMT) my server is down. By this time I’ve mailed/respond at least 6 times. But unfortunately I haven’t get any response in 15+ hours. I am becoming mad by the phone calls of my clients. :(

What shall I do now? Please help me.

Thanking in advance Zikrul Ahsan CEO http://www.emythmakers.com/

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Have you checked your DNS provider, because I’m not getting a response from any records on emythmakers.com Maybe you haven’t paid them or their servers are down?

Dear Jonathan,

I’ve set the power off and on at least 10 times. But still the server is down.

Because of my firewall (cpHulk) I cannot access the server via console or SSH.

I think it is disabled manually from your end. I’ve already email Digital Ocean email at your email ID.

So, If you kindly enable the server and give me few time to fix it, I think I can do that.

Thanking in advance,

@emythmakers

Actually, DigitalOcean does provide a 99.99% SLA on Droplets and Block Storage.

https://www.digitalocean.com/help/policy/

The SLA, however, only covers downtime resulting from their end. So if servers fail due to hardware, the network is down, etc – that’s covered.

If the downtime you’re experiencing is caused by user-error, being hacked, software error (i.e. issues with Apache, NGINX, MySQL, etc), misconfiguration, resource exhaustion, etc – that’s not covered by the SLA as the service itself is unmanaged and you’re responsible for your Droplet and the software running on it including updating, upgrading, security, and optimization. Ultimately, managing a server is your responsibility.

DigitalOcean doesn’t have access to your Droplet, thus they can’t troubleshoot issues on it beyond asking you to check X, Y, Z and support is limited to what you essentially provide them with. If you need to maintain uptime, redundancy is definitely key.