So today we had a massive problem with our droplet. After a 100% cpu peak that blocked the droplet, we did a reboot. After the reboot we found out that the /var folder was deleted, so we lost EVERYTHING.
We immediately wrote a ticket
First reply was after more than an hour, and after us pinging DO via twitter.
The reply itself was on the "check the logs" and "too bad sorry" tone
Not having the /var means we don't have the logs...
But the main issue is that we had no technical help beside "restore from snapshot", so we have no idea what caused the issue in the first place.
Replies were copy-paste that just made our CTO even more furious.
Also, for some strange reason, DO re-queue the replies, so every reply we wrote got back to the end of the line and we had to wait again to get any answer.
Lots to do to better the ticketing system...