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Hi, Thanks for inquiring, but this hackernews title is very misleading. We take customer satisfaction very seriously at DigitalOcean. It wasn't one complaint,

by raiyu 13y ago

Hi, Thanks for inquiring, but this hackernews title is very misleading. We take customer satisfaction very seriously at DigitalOcean. It wasn't one complaint, but 76, and it wasn't immediate, but 4 days with no responses that led to action being taken. Of those, about 50 of them were done on the 25th, for which we received no response. If we do not receive a response for 50+ abuse complaints we unfortunately have to take action, which was done in this case. Hopefully that clears this issue up. Thanks, Moisey Cofounder DigitalOcean

deleted 13y ago
[deleted]
pjbrunet 13y ago
Moisey, I suggest you review what actually happened. It was not 4 days of no response. According to your own ticket system, the first abuse complaint came in "04/25/14 at 16:10" and the 50 complaints (I did not count) came in rapid-fire succession, several per minute. Do you want a screenshot? I did not see the auto-generated emails you sent till after the client's server was shut down. I became aware of the problem Fri, Apr 25, 2014 at 12:12 PM thanks to Hyperspin, which is when you shut down the server. Not sure of the timezone difference but where are you getting 4 days? Did you even read the tickets? You can see my tweet on the 25th here: "@digitalocean turns out, nothing to do w/ DNS. Account locked due to abuse." 12:43 PM - 25 Apr 2014 https://twitter.com/php_austin/status/459749518464937984 https://twitter.com/php_austin/status/459749518464937984 I checked your status website which said you were having DNS issues. This client recently dropped your DNS servers due to errors so that wasn't the problem. Within a few minutes I found out the account was locked due to some images automatically pulled from "open graph" and Twitter meta tags. (In other words, images that were intended to be shared, but whatever that's another tangent.) Fri, Apr 25, 2014 at 12:44 PM told the client you allowed me to power on the server to delete the images. Then I had to upgrade MySQL because you didn't shut down the server properly. Fri, Apr 25, 2014 at 1:47 PM spoke with the client and he wants to delete the entire category of images so this would never happen again. All the images were in the same directory "rm -rf" was all I needed. So within about one hour of discovering there was a problem it was taken care of. Posted on 04/25/14 at 18:44 (support ticket time) "Thank you for responding to this manner quickly. Please let us know if there is anything else we can do to help." So everything was fine, until (To be continued...)
pjbrunet 13y ago
So the images were deleted and everything was resolved on my end that same afternoon of the 25th. Not four days with no response, more like a few hours to resolve the problem with productive back-and-forth communication. However, DigitalOcean again threatened to shut down the server later that evening of the 25th (automated email) because DigitalOcean support had not closed all the abuse tickets. Somehow it's my job to close the ticking timebomb tickets, apparently these tickets countdown to auto-shutdown of your Droplet if they're not all closed within an unspecified timeframe. Luckily I was online to click delete-refresh delete-refresh delete-refresh on the rest of the tickets or no doubt the server would have been powered off again. The 26th and 27th, no problems. Today (28th) DigitalOcean gets a pile more rapid-fire complaints and shuts off the server again, within 30 minutes of receiving the complaints. This time the complaints are bogus because I already deleted everything on the 25th. What does that tell me? DigitalOcean did not check if the complaints were legit before powering off the server. All the URLs in the complaints are 404. It wasn't until Zach got involved that I was given some assurance the server wouldn't be auto-shutdown again in the event of more bogus complaints.

by raiyu 13y ago

deleted 13y ago

[deleted]

pjbrunet 13y ago

Moisey, I suggest you review what actually happened. It was not 4 days of no response. According to your own ticket system, the first abuse complaint came in "04/25/14 at 16:10" and the 50 complaints (I did not count) came in rapid-fire succession, several per minute. Do you want a screenshot? I did not see the auto-generated emails you sent till after the client's server was shut down. I became aware of the problem Fri, Apr 25, 2014 at 12:12 PM thanks to Hyperspin, which is when you shut down the server. Not sure of the timezone difference but where are you getting 4 days? Did you even read the tickets? You can see my tweet on the 25th here: "@digitalocean turns out, nothing to do w/ DNS. Account locked due to abuse." 12:43 PM - 25 Apr 2014 https://twitter.com/php_austin/status/459749518464937984 https://twitter.com/php_austin/status/459749518464937984 I checked your status website which said you were having DNS issues. This client recently dropped your DNS servers due to errors so that wasn't the problem. Within a few minutes I found out the account was locked due to some images automatically pulled from "open graph" and Twitter meta tags. (In other words, images that were intended to be shared, but whatever that's another tangent.) Fri, Apr 25, 2014 at 12:44 PM told the client you allowed me to power on the server to delete the images. Then I had to upgrade MySQL because you didn't shut down the server properly. Fri, Apr 25, 2014 at 1:47 PM spoke with the client and he wants to delete the entire category of images so this would never happen again. All the images were in the same directory "rm -rf" was all I needed. So within about one hour of discovering there was a problem it was taken care of. Posted on 04/25/14 at 18:44 (support ticket time) "Thank you for responding to this manner quickly. Please let us know if there is anything else we can do to help." So everything was fine, until (To be continued...)

pjbrunet 13y ago

So the images were deleted and everything was resolved on my end that same afternoon of the 25th. Not four days with no response, more like a few hours to resolve the problem with productive back-and-forth communication. However, DigitalOcean again threatened to shut down the server later that evening of the 25th (automated email) because DigitalOcean support had not closed all the abuse tickets. Somehow it's my job to close the ticking timebomb tickets, apparently these tickets countdown to auto-shutdown of your Droplet if they're not all closed within an unspecified timeframe. Luckily I was online to click delete-refresh delete-refresh delete-refresh on the rest of the tickets or no doubt the server would have been powered off again. The 26th and 27th, no problems. Today (28th) DigitalOcean gets a pile more rapid-fire complaints and shuts off the server again, within 30 minutes of receiving the complaints. This time the complaints are bogus because I already deleted everything on the 25th. What does that tell me? DigitalOcean did not check if the complaints were legit before powering off the server. All the URLs in the complaints are 404. It wasn't until Zach got involved that I was given some assurance the server wouldn't be auto-shutdown again in the event of more bogus complaints.