There's no amount of money you can pay them to get decent support, that I'm aware; at least, if you could, you can't just pay them upfront. They screwed up their weird bespoke network configuration system (which they inexplicably use in place of DHCP) on FreeBSD, and their only support output is: lol blow down your instance and start a fresh one.
You tell me why a company like theirs, which should be mature, ditched their proprietary support and ticketing system (which actually worked) for an shoddy, misconfigured off-the-shelf product which has equally little excuse for being that bad.
I think it's customary here to be unfair to companies, even when they're doing "the right thing" as DO is right now; but DO has spent their customer patience budget elsewhere, so I'm not going to be surprised if people view the post mortem as an inadequate replacement for getting it right the first time, rather than a followup to an honest mistake they will actually try hard to avoid in the future.
> There's no amount of money you can pay them to get decent support, that I'm aware;
We at NodeBB have a high enough spend to have access to level 2 agents (their responses are around 1 hour turnaround, if not sooner).
We don't actually spend that much either, compared to what some of our clients pay AWS, etc...
Now, we certainly don't qualify for their highest tier with the dedicated support manager and slack access, but that's ok. DO's been amazing to us as a host.
Yeah, I'd just like to be able to pay for the support, without having so much volume. I can't really consider sending them enough business that we'd qualify for level 2 agents if I run into regular technical issues with the services before I even get that chance.
Is it bad for image if they just have a "send a couple hundred bucks because you need to speak with someone real bad" button?
Their pricing page reads: "world-class technical support to all of our customers—around the clock" (https://www.digitalocean.com/pricing/#Included_services ) b.t.w. which doesn't seem totally accurate to me, with the 12h and 29h response times in this account banned case.
You tell me why a company like theirs, which should be mature, ditched their proprietary support and ticketing system (which actually worked) for an shoddy, misconfigured off-the-shelf product which has equally little excuse for being that bad.
I think it's customary here to be unfair to companies, even when they're doing "the right thing" as DO is right now; but DO has spent their customer patience budget elsewhere, so I'm not going to be surprised if people view the post mortem as an inadequate replacement for getting it right the first time, rather than a followup to an honest mistake they will actually try hard to avoid in the future.