Digitalku's Commitment to Improving Service Quality

Over the past few weeks, some of our customers have had an experience that fell short of the standards we set for ourselves. Our customer service response times slowed down, and parts of our service were disrupted by problems on the server side.

This came to a head on [31 August 2026], when a number of customers were unable to access Digitalku services. The disruption affected our customers' work and daily activities, and we fully understand the inconvenience it caused. We offer our sincerest apologies to everyone who was affected.

That is why we are publishing this article: to be open about what we are reviewing and the concrete steps we are taking.

Our Four Areas of Review

1. A Full Review of Our Servers

Server stability is the foundation of every Digitalku service. Immediately after the [31 August 2026] incident, we carried out a thorough inspection covering hardware performance, configuration, load capacity, and the patterns behind the disruptions we have seen recently.

The goal is not simply to repair what has already broken, but to find the root cause so it does not happen again. Based on the results of this audit, we will decide on the next steps — whether that means increasing capacity, adjusting configuration, or reworking parts of the service architecture that have proven to be weak points.

2. Reviewing How We Diagnose Servers, Back Up Data, and Handle Logging

The biggest lesson from [31 August 2026] was not the disruption itself, but how long it took us to detect it. Some problems only came to our attention once customers had already felt the impact, rather than when the first symptoms appeared. That is what we are fixing.

How we diagnose servers. We are rethinking the way we inspect and monitor our servers so that problems surface earlier. This includes automated monitoring of key indicators such as CPU load, memory, storage capacity, and service response times; stricter alert thresholds so that anomalies trigger an internal alert before they turn into an outage; and regular service health checks so that a failure in any one component can be pinpointed straight away.

Our backup system. A backup is not enough simply because it is scheduled — it has to be proven to have succeeded and proven to be restorable. We are improving our backup process so that every run is verified by its actual result rather than merely logged as complete, and we are testing data restoration on a regular basis to make sure the data we hold can genuinely be used when it is needed.

System logging. We are cleaning up and centralising our logs so that every server activity and every backup process is recorded clearly and is easy to trace. With well-organised logs, a failed backup or an early sign of system trouble can be detected straight away and raised with our technical team immediately, instead of being discovered only when the data is needed.

The principle we hold to is simple: we should know about a problem first, before our customers ever feel it.

3. Making Our Website More Interactive

The Digitalku website should be the first place customers turn to for answers. We are currently reviewing the entire user journey to make it more responsive and more interactive.

Our focus is on ease of navigation, page loading speed, clarity around service status, and making it simple for customers to report a problem without going through a convoluted process. Going forward, we want the website to be more than a storefront — we want it to genuinely help customers resolve issues on their own.

4. Reviewing and Strengthening Our Team

We fully acknowledge that our customer service response has been too slow. The surge in support requests following the [31 August 2026] incident made it clear that our handling process still needs work.

We are reviewing workloads, ticket handling flows, and how priorities are assigned within the team. This includes adjusting staffing levels during peak hours, setting clearer and more measurable response time standards, and providing additional training so that every issue is handled more quickly and accurately from the very first contact.

Target Timelines

To keep these commitments measurable, here are the targets we have set:

We will share progress on each phase regularly through our website and official Digitalku channels.

Tell Us What Went Wrong

We welcome every complaint, criticism, and suggestion. Your feedback is the most valuable input we have.

You can reach us at:

• WhatsApp: 0816668000
• Email: [email protected]
• Ticket form: portal.digitalku.com/tickets

Every report we receive will be recorded and followed up. If you were affected by the [31 August 2026] incident and feel your issue is still unresolved, we encourage you to contact us again so we can look into it directly.

Closing

We understand that trust is not built on promises, but on consistency. The disruptions of recent weeks have been a reminder that there is still a great deal for us to put right.

This review is not a short-term gesture to quiet complaints. It is part of our effort to build a service that is more stable, more transparent, and closer to what our customers actually need.

Thank you for your patience and for the trust you have placed in us. We will keep working to make your experience with Digitalku better.