Sorry but I must be blunt... What do people expect for < $8/mo service? Should DO spend a few man hours to fix the issue at hand (abuse or not) and very much burn the 7 months worth of service income from this account? This is an unreasonable expectation.
Something has to give. Yes we've all built and sold products and believe in providing an impeccable service worth far greater than the sum of its parts. Because we're in it to please everyone and build a reputation. But hosting is different. There are real costs for not taking action (upstream null routing, blacklisting, chargeback fees, fraud, abuse, etc).
I'm definitely playing devil's advocate and yes I go above and beyond for my clients. Never have I kicked a client to the curb for abuse they haven't originated. But DO is unmanaged and acquires clients by the shovel. Something has to give.
For the record, I did publicly state here in HN that DO's business plan doesn't add up and this is one of the side effects.
I expected a budget service, but they've been anything but that. Their support staff aren't just reading off a script, their instances are fast and downtime non existent. In this case the user fucked up and was made part of a botnet, and DO were forced to protect their network. I'm happier running my services on DO than on any other host.
It was the same thing the budget dedicated providers did before 'cloud' and 'vps' became popular/viable technologies. I do think DO's business plan does make sense tho, many of those budget providers are large, profitable business today.
Something has to give. Yes we've all built and sold products and believe in providing an impeccable service worth far greater than the sum of its parts. Because we're in it to please everyone and build a reputation. But hosting is different. There are real costs for not taking action (upstream null routing, blacklisting, chargeback fees, fraud, abuse, etc).
I'm definitely playing devil's advocate and yes I go above and beyond for my clients. Never have I kicked a client to the curb for abuse they haven't originated. But DO is unmanaged and acquires clients by the shovel. Something has to give.
For the record, I did publicly state here in HN that DO's business plan doesn't add up and this is one of the side effects.