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Hi PJ, This is Zach from DigitalOcean. I'm very sorry that this was your experience with us. We've replied to your ticket (and Tweet) and fully unlocked your a

Hi PJ, This is Zach from DigitalOcean. I'm very sorry that this was your experience with us. We've replied to your ticket (and Tweet) and fully unlocked your account. We take abuse (DCMA complaints), account security and platform security seriously. Sometimes it's a tough balance, and when accounts are incorrectly locked we take quick action to resolve. Please feel free to let me know if you have any further thoughts: zach at digitalocean.com. Thank you, Zach DigitalOcean Director of Support

pjbrunet 12y ago
I feel bad posting this to Hacker News because I like Digital Ocean. But I take downtime seriously. It's not my website that was shut down and I'm saying this on my own, not on behalf of the client/owner. So I can't really comment on the details. I responded to your support ticket already, thank you. This is just my opinion. I already posted some of these suggestions on Twitter. - 30 mins notice before you power down a server sounds extreme. Why not a 24-hour notice? An emergency SMS, tweet or phone call would have been awesome. - Shutting down a server is a big deal. That particular server has several background processes running all day. Maybe I'm dreaming, but if you could have just shut down http (what the complaint was about) and not the entire server, that would have been great. That way I'd still have ssh access to delete files, etc. - I don't understand your policy of (paraphrasing) "Your account will continue to lock and re-lock as long as you have open abuse tickets." Even if the problem is resolved and the account is unlocked by support and everyone is happy, your system continues to re-lock the account until all abuse tickets are closed. The company complaining sends rapid-fire complaints (can't be that uncommon) and clicking "delete ticket" 100 times (waiting for refresh) is annoying. Seems like you could easily fix this by merging all the complaints into one ticket or with some kind of "checkbox" option. - I don't get the impression you have someone at DigitalOcean familiar with abuse complaints. Maybe you do, I don't know. I get the impression you don't read or filter the complaints. Seems like you just press the "off switch" willy nilly.

pjbrunet 12y ago

I feel bad posting this to Hacker News because I like Digital Ocean. But I take downtime seriously. It's not my website that was shut down and I'm saying this on my own, not on behalf of the client/owner. So I can't really comment on the details. I responded to your support ticket already, thank you. This is just my opinion. I already posted some of these suggestions on Twitter. - 30 mins notice before you power down a server sounds extreme. Why not a 24-hour notice? An emergency SMS, tweet or phone call would have been awesome. - Shutting down a server is a big deal. That particular server has several background processes running all day. Maybe I'm dreaming, but if you could have just shut down http (what the complaint was about) and not the entire server, that would have been great. That way I'd still have ssh access to delete files, etc. - I don't understand your policy of (paraphrasing) "Your account will continue to lock and re-lock as long as you have open abuse tickets." Even if the problem is resolved and the account is unlocked by support and everyone is happy, your system continues to re-lock the account until all abuse tickets are closed. The company complaining sends rapid-fire complaints (can't be that uncommon) and clicking "delete ticket" 100 times (waiting for refresh) is annoying. Seems like you could easily fix this by merging all the complaints into one ticket or with some kind of "checkbox" option. - I don't get the impression you have someone at DigitalOcean familiar with abuse complaints. Maybe you do, I don't know. I get the impression you don't read or filter the complaints. Seems like you just press the "off switch" willy nilly.