Companies/DigitalOcean/Incidents

DigitalOcean: Customer Support Ticket Portal

Timeline of updates

1. resolved2022-11-30 04:30 UTC

   Resolved Our Engineering team has been monitoring submitted tickets after the implementation changes made yesterday and have confirmed tickets are being submitted successfully. We have not observed any recurrences of the Support Portal errors and have confirmed with our vendor that all necessary changes are in place. We sincerely apologize and thank you for your patience as we worked through this issue. In case of any questions or concerns, please open a ticket with our Support team. Nov 29, 2022 - 20:30 UTC Update Our Engineering team has made additional changes to our Support Portal implementation, following guidance from our vendor. We've confirmed that logging in to the portal is working correctly at this time and the authentication flow is working as expected. We'll monitor this incident over the next 24 hours to ensure that these changes have successfully remediated this incident. If you experience any issues with the Support Portal, please continue to use the form here: https://www.digitalocean.com/company/contact/support (opens in new tab) Nov 28, 2022 - 18:38 UTC Update Our Engineering team has observed recurrences of this incident and we are in communication with our vendor to find a permanent solution. We expect further improvement actions to take place on Monday, November 28. Over the next two days, users may intermittently continue to experience issues while logging into our Support portal at https://cloudsupport.digitalocean.com/ (opens in new tab). As a temporary workaround, users may still contact us via the form here: https://www.digitalocean.com/company/contact/support (opens in new tab) We will post another update here by 20:00 UTC Monday, November 28. We appreciate your patience and understanding. If you have any questions or concerns in the meantime, please feel free to let us know. Nov 25, 2022 - 17:47 UTC Identified Our Engineering team has identified a recurrence of this incident and is actively engaging with our vendor to investigate the situation further. As a reminder, please use our contact form at the following link as a temporary workaround: https://www.digitalocean.com/company/contact/support (opens in new tab) We apologize for the inconvenience and will post an update as soon as further information is available. Nov 24, 2022 - 06:32 UTC Monitoring We've completed maintenance on our Support Portal and have verified that users are able to submit tickets via https://cloudsupport.digitalocean.com (opens in new tab) normally. With the recommended fixes from our vendor now in place, we'll continue to monitor this incident over the next 24 hours to ensure the fixes are successful and prevent the intermittent issues we have been seeing. We encourage all users to submit tickets normally through their DigitalOcean account Support Portal. If you encounter an error, please feel free to use the alternate form and let us know. Thank you for your patience throughout this process! Nov 23, 2022 - 22:27 UTC Update We are currently conducting maintenance to implement potential fixes recommended by our vendor. Please follow https://status.digitalocean.com/incidents/575wpl71s4v4 (opens in new tab) for maintenance updates. Nov 23, 2022 - 21:13 UTC Update Our Engineering team continues to work with our vendor to find a permanent solution. As this issue is intermittent, we expect users will be able to log support tickets normally. However, during any periods of unavailability, as a temporary workaround, users may still contact us via the form here: https://www.digitalocean.com/company/contact/support (opens in new tab) Thank you for your patience. We will post an update as soon as more information becomes available. Nov 22, 2022 - 07:31 UTC Update Our Engineering team will continue to work with our vendor over the weekend to find a permanent solution. Users may continue to observe an "Oops, Something Went Wrong" error when trying to access the support portal. As this issue is intermittent, we expect users will be able to log support tickets normally. However, during any periods of unavailability, as a temporary workaround, users may still contact us

From DigitalOcean’s published incident history: for incidents before Rewindex began polling this status page, only the final update text is available.

Impact, status and times are the vendor’s own, as last archived. View on status.digitalocean.com (opens in new tab).

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