7 hours, on a Friday night in the headquarters time zone. This issue is resolved and is clearly not wide spread, so does getting a response on Monday or Tuesday vs right now make any difference?

Companies are made of people. Let the people have a life. Their night is shitty enough as is after this, I guarantee you.

The thing is, my business don't want to deal with people. It wants to deal with a business made of multiple people to guarantee service availability. If he cannot answer, surely someone else in DigitalOcean can?

You are being unreasonable here. He promised a postmortem. I’d much rather wait a few days to get a clearly written, comprehensive analysis of the problems than to get an immediate stream of confusing and contradictory raw data.

If you have ever been involved in post facto analysis of a process breakdown like this you know how hard it is to get the full picture immediately. Rushing something out does no one any favors.