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We asked them to escalate the matter to a supervisor, pleading they give us a few days to move over to another company and retrieve our database. Still no word.

We asked them to escalate the matter to a supervisor, pleading they give us a few days to move over to another company and retrieve our database. Still no word. Unannounced shutdowns are one thing, but then ghosting the customer and simply refusing to answer their inquiries is another. I'd like to know if Digital Ocean has another side to this story, but I don't have high hopes that they will. Best of luck, and thanks for sharing your experience. Luckily, we have a backup from a week ago, but we'll still lose hundreds of transactions and thousands dollars if they don't give us back access. It isn't clear here if the loss of transactions is from the time window between the last backup and the servers being shut down, or from loss of business after the shutdown. If it's the former, then ... at least we know that isn't Digital Ocean's fault.

allendking 5y ago
We'd love for Digital Ocean to have an excellent customer service response. Rebuilding our hosting infrastructure on a new provider may take a few days. Tomorrow, we'll have our Lead Developer start moving onto a new hosting platform while our full-time team of nine (9) developers enjoys a miny unplanned paid vacation. We signed up for the digital backup service that Digital Ocean offers, but it does no good if you can't access those backups. Luckily, we have a manual backup from a week ago. Unfortunately, we'll need to manually figure out what is missing, which will require directly calling customers via the Stripe receipts. Dear customers, what did you sign up for again? We're sorry, digitalocean.com has... and we need to match your payments receipts and manually create new records for profiles, credits, and reservations (only a few hundred phone calls). Moreover, payments, bookings, and reservations have completely been halted due to the downtime imposed by Digital Ocean. Existing and potential customers are unable to process transactions. Maybe new customers will wait, or perhaps they'll Google another provider that can make a reservation now (who likes waiting).

allendking 5y ago

We'd love for Digital Ocean to have an excellent customer service response. Rebuilding our hosting infrastructure on a new provider may take a few days. Tomorrow, we'll have our Lead Developer start moving onto a new hosting platform while our full-time team of nine (9) developers enjoys a miny unplanned paid vacation. We signed up for the digital backup service that Digital Ocean offers, but it does no good if you can't access those backups. Luckily, we have a manual backup from a week ago. Unfortunately, we'll need to manually figure out what is missing, which will require directly calling customers via the Stripe receipts. Dear customers, what did you sign up for again? We're sorry, digitalocean.com has... and we need to match your payments receipts and manually create new records for profiles, credits, and reservations (only a few hundred phone calls). Moreover, payments, bookings, and reservations have completely been halted due to the downtime imposed by Digital Ocean. Existing and potential customers are unable to process transactions. Maybe new customers will wait, or perhaps they'll Google another provider that can make a reservation now (who likes waiting).