<story><title>&quot;DigitalOcean Killed Our Company&quot;</title><url>https://twitter.com/w3Nicolas/status/1134529316904153089</url></story><parent_chain><item><author>bcooks</author><text>As DigitalOcean&amp;#x27;s CTO, I&amp;#x27;m very sorry for this situation and how it was handled. The account is now fully restored and we are doing an investigation of the incident. We are planning to post a public postmortem to provide full transparency for our customers and the community.&lt;p&gt;This situation occurred due to false positives triggered by our internal fraud and abuse systems. While these situations are rare, they do happen, and we take every effort to get customers back online as quickly as possible. In this particular scenario, we were slow to respond and had missteps in handling the false positive. This led the user to be locked out for an extended period of time. We apologize for our mistake and will share more details in our public postmortem.</text></item></parent_chain><comment><author>bcooks</author><text>Thanks for the replies. 
Let me try to address a few of the things I have seen here. We haven&amp;#x27;t completed our investigation yet which will include details on the timeline, decisions made by our systems, our people, and our plans to address where we fell short. That said, I want to provide some information now rather than waiting for our full post-mortem analysis. A combination of factors, not just the usage patterns, led to the initial flag. We recognize and embrace our customers ability to spin up highly variable workloads, which would normally not lead to any issues. Clearly we messed up in this case.&lt;p&gt;Additionally, the steps taken in our response to the false positive did not follow our typical process. As part of our investigation, we are looking into our process and how we responded so we can improve upon this moving forward.</text></comment>
<story><title>&quot;DigitalOcean Killed Our Company&quot;</title><url>https://twitter.com/w3Nicolas/status/1134529316904153089</url></story><parent_chain><item><author>bcooks</author><text>As DigitalOcean&amp;#x27;s CTO, I&amp;#x27;m very sorry for this situation and how it was handled. The account is now fully restored and we are doing an investigation of the incident. We are planning to post a public postmortem to provide full transparency for our customers and the community.&lt;p&gt;This situation occurred due to false positives triggered by our internal fraud and abuse systems. While these situations are rare, they do happen, and we take every effort to get customers back online as quickly as possible. In this particular scenario, we were slow to respond and had missteps in handling the false positive. This led the user to be locked out for an extended period of time. We apologize for our mistake and will share more details in our public postmortem.</text></item></parent_chain><comment><author>rdiddly</author><text>You&amp;#x27;ve got an additional problem though, which is that this tells us you have two support channels: one that doesn&amp;#x27;t work (i.e. yours, the one you built), and one that does (Twitter-shaming).  The first channel represents how you act when no one&amp;#x27;s watching; the second, how you act when they are.  Most people prefer to deal with people for whom those two are the same.</text></comment>