Really? What is so bad about your support that you needed to hear about this from HN before you did anything?

The postmortem...they admit that they need to hire more support staff.

That's my point. Their support got so bad that they had to be called out on in publicly before they did anything. That's hardly what you want to hear from a company like DO.

> That's my point. Their support got so bad that they had to be called out on in publicly before they did anything. That's hardly what you want to hear from a company like DO.

That's what you get with most providers these days. Ever tried reaching Google or Amazon?

Actually I have complained to Amazon... and they have always responded within a couple days and in one case where I complained about Prime Video, they called me on a Sunday, which shocked me because everything is otherwise closed in Austria, except gas stations, restaurants and hospitals.

Google on the other hand, I make complaints or suggestions once every couple months and 99% of the time I don't even get a boilerplate response.

I don't believe that Google or Amazon have ever done anything like what DO did before. However, if you notice their support guy Zach was responding to a completely different incident that is not related to the one being addressed with their post-mortem.

If you pay for enterprise support with Amazon you can open a case with a less than 15 minute SLA [1]. With business that goes down to an hour SLA. With both plans you can create chats or calls that typically get answered within a matter of minute with and assigned to an engineer with a background in the service.

[1] https://aws.amazon.com/premiumsupport/plans/enterprise/

Amazon and AWS. I've always been happy with the support I've received from them. It's always been easy.

Amazon support is from everything I've heard and experienced great.

So don't lump everyone together in an attempt to paint DO in a better light when it's not true.