Automated systems that are infallible are great. Most are not infallible, and they should just provide notices to humans.
Humans should (be adequately trained to) review and handle considerations where termination of service is involved.
From reading the DO response, it does sound like humans were involved (eventually). However, unless a customer's use of the service is posing an immediate and severe threat (security, DoS, whatever), service should not be stopped until AFTER a human has adequately reviewed the situation.
Stories like this remind me why sometimes it's better to use smaller providers who are less automated...
Humans should (be adequately trained to) review and handle considerations where termination of service is involved.
From reading the DO response, it does sound like humans were involved (eventually). However, unless a customer's use of the service is posing an immediate and severe threat (security, DoS, whatever), service should not be stopped until AFTER a human has adequately reviewed the situation.
Stories like this remind me why sometimes it's better to use smaller providers who are less automated...