Mistakes happen, and algorithms are sometimes a necessary part of scale/efficiency. Everyone understands that.
That said, what's highly troubling as a DO customer (and someone who is planning to deploy startup infrastructure of my own with DO) is:
1) The discrepancy between this customer's experience and clear assurances made on this very forum by high-level DO employees that:
a. warnings are ALWAYS issued before suspensions.
b. even in the event of a suspension, services remain accessible (though dashboard access and/or the ability to spin up NEW services may be impacted), ie. the affected customer could still retrieve data or SSH in to droplets.
2) The relatively trivial nature of the customer's offending usage (temporarily spinning up 10 droplets). What happens if, for example, a startup gets a press mention somewhere that leads to a massive traffic spike, necessitating a sudden and significant spin-up of new droplets (especially if this is done programmatically versus by hand in the dashboard)?
3) The apparent lack of consideration of the customer's history, or investigation into their usage. It seems the threshold for suspending services of longstanding customers who are verifiably engaging in commerce (taking a moment to look at their website and general online presence for indicators of legitimacy), should be SUBSTANTIALLY higher than for, say, an account who signed up a week ago. Context matters.