I can't really fault their postmortem or their response on HN. The corrections are all good, but the very fact that these things need to be corrected (automatically locking the entire account when there is a compute spike, having such a casual review process before permanently denying access to an account, not having 24/7 support after locking an account, etc.) makes you question their overall maturity as a B2B infrastructure provider.
Sure it's better to never make a mistake but so long as they don't make a habit of things like this I'm not going to think anything of it until I see more cracks in the wall.
A screw up is inevitable. A mature response is not. So the fact they gave mature response goes a long way. Although it's unfortunate that social media seems to be their emergency support channel...
> Sure it's better to never make a mistake but so long as they don't make a habit of things like this
This is the thing - the customer that got locked out managed to get attention on HN, Reddit and other media - this seems to have prompted action from Digital Ocean.
How many have silently fallen victim before this ? We don't really know if this is a habit or not - we only know this one customer was corrected.
Based on this post, Digital Ocean is taking specific measures company wide to prevent similiar issues from affecting any customer in the future. So they did no just correct the situation for this one customer.
