Support Plans FAQ

The Support Plans topic covers frequently asked questions about free, Standard, and Premium support plans.

Read more about our support plans to see how they compare and how to sign up.

No, we do not offer refunds for support plans.
No, you cannot prepay for DigitalOcean Support plans at this time.
Not at this time, each team needs their own plan.
Contact your Technical Account Manager or the DigitalOcean Support team.
You can purchase support plans through our website.
Charges depend on your sign-up date and are prorated accordingly.
Yes, all plans require 30 days notice for your cancellation.
We apply taxes in accordance to your country’s tax laws.
Live chat, Slack, and video support are available for Premium Support customers.
No, response times are dependent only on your support plan.
You can launch chat sessions from the DigitalOcean Support portal.
All customers can open support requests through the support portal. Additionally, Premium Support customers can initiate chats from the support portal and work with their Technical Account Manager via Slack.
Anywhere between 30 minutes to 24 hours, depending on your support plan.
All support plans offer 24 hour coverage, seven days a week.
You can purchase a support plan that provides faster response times and more resources.
Support chat is staffed 24 hours a day by our Support team; Slack support is staffed by your Technical Account Manager and is only available during regular business hours.
We provide product documentation, a support knowledge base, community tutorials, and forums.
Only the account with the problem and support plan can create a support request.
Free and paid support plans are available.