<story><title>An update on last week&apos;s customer shutdown incident</title><url>https://blog.digitalocean.com/an-update-on-last-weeks-customer-shutdown-incident/</url></story><parent_chain><item><author>scotchio</author><text>That’s a really fair and reasonable response. Not sure what else people really expect here.&lt;p&gt;&amp;gt; The template used for response in account denial will be removed entirely. If account access is denied during an appeal, which often is the case as most appeals are true bad actors, the agent must create a reasoned response.&lt;p&gt;Glad this is seen as an issue and corrected.&lt;p&gt;IMO, this probably would have made this whole thing never escalate if a better response was previously in place for everyone.&lt;p&gt;Accidents, shotty support, whatever — all expected these days unless you have big cash money agreements in place.&lt;p&gt;But to kill an account of a responsive person with a gigantic middle finger email without reasoning was a pretty dumb process in place. You can see the email on the Twitter thread somewhere.&lt;p&gt;Glad it’s fixed! Still a DO fan here&lt;p&gt;Edit: TALKING ABOUT THIS: &lt;a href=&quot;https:&amp;#x2F;&amp;#x2F;pbs.twimg.com&amp;#x2F;media&amp;#x2F;D76ocofXoAY_xB5.png&quot; rel=&quot;nofollow&quot;&gt;https:&amp;#x2F;&amp;#x2F;pbs.twimg.com&amp;#x2F;media&amp;#x2F;D76ocofXoAY_xB5.png&lt;/a&gt;</text></item></parent_chain><comment><author>sergiosgc</author><text>&amp;gt; That’s a really fair and reasonable response. Not sure what else people really expect here.&lt;p&gt;The root cause of suspension is incomprehensible to me. They were suspended because they launched a set of instances and these were using 100% CPU. How is that unreasonable and cause for suspension?&lt;p&gt;I&amp;#x27;m not a Digital Ocean customer, but if I were, I&amp;#x27;d expect to be able to use the resources I bought without risk of being suspended. This is the root cause. It was compounded by incompetent customer support, but I really do not understand the suspension cause.&lt;p&gt;The response tackles all secondary factors, but does not talk about the root cause. I&amp;#x27;d expect it to.</text></comment>
<story><title>An update on last week&apos;s customer shutdown incident</title><url>https://blog.digitalocean.com/an-update-on-last-weeks-customer-shutdown-incident/</url></story><parent_chain><item><author>scotchio</author><text>That’s a really fair and reasonable response. Not sure what else people really expect here.&lt;p&gt;&amp;gt; The template used for response in account denial will be removed entirely. If account access is denied during an appeal, which often is the case as most appeals are true bad actors, the agent must create a reasoned response.&lt;p&gt;Glad this is seen as an issue and corrected.&lt;p&gt;IMO, this probably would have made this whole thing never escalate if a better response was previously in place for everyone.&lt;p&gt;Accidents, shotty support, whatever — all expected these days unless you have big cash money agreements in place.&lt;p&gt;But to kill an account of a responsive person with a gigantic middle finger email without reasoning was a pretty dumb process in place. You can see the email on the Twitter thread somewhere.&lt;p&gt;Glad it’s fixed! Still a DO fan here&lt;p&gt;Edit: TALKING ABOUT THIS: &lt;a href=&quot;https:&amp;#x2F;&amp;#x2F;pbs.twimg.com&amp;#x2F;media&amp;#x2F;D76ocofXoAY_xB5.png&quot; rel=&quot;nofollow&quot;&gt;https:&amp;#x2F;&amp;#x2F;pbs.twimg.com&amp;#x2F;media&amp;#x2F;D76ocofXoAY_xB5.png&lt;/a&gt;</text></item></parent_chain><comment><author>donmcronald</author><text>&amp;gt; declined to activate it&lt;p&gt;Except they were declining to unlock it, right?  I’m always shocked to see support that’s so pitiful they don’t even bother to have a correctly worded template for a common event.&lt;p&gt;The real problem is support reps that aren’t trained properly and don’t even care enough to apply a bit of common sense.  Getting rid of a response template doesn’t automatically make the support reps care enough to apply common sense.&lt;p&gt;How about a “don’t fuck me” support tier where I can pay a one time $100-$250 fee for the sole purpose of getting a phone call before my account gets banned?</text></comment>