Digitalku's Commitment to Improving Service Quality
Digitalku apologizes for recent service disruptions and shares four areas under review: servers, notifications, website, and team, with clear target timelines.
Over the past few weeks, some of our customers have had an experience that fell short of the standards we set for ourselves. Customer service response times slowed down, and parts of our service were disrupted by issues on the server side.
The most significant incident occurred on [31 August 2026], when a number of customers encountered problems accessing Digitalku's services. The disruption affected our customers' comfort and daily activities, and we fully understand the inconvenience it caused. For this, we extend our sincerest apologies to everyone who was affected.
We do not want to stop at an apology. This article is our way of openly sharing what we are currently evaluating and the concrete steps we are taking.
Four Areas Under Evaluation
1. A Comprehensive Server Review
Server stability is the foundation of every Digitalku service. Following the [31 August 2026] incident, we immediately began 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 already went wrong, but to identify the root cause so it does not happen again. Based on the results of this audit, we will determine our next steps — whether that means increasing capacity, adjusting configurations, or adding automated monitoring capable of detecting anomalies at an earlier stage.
2. Reviewing Our WhatsApp and Email Notification System
One of the most common pieces of feedback we received was not about the disruption itself, but about communication. During the [31 August 2026] incident, many customers only learned there was a problem after attempting to access our services.
We recognize this as a shortcoming that must be addressed. We are therefore rebuilding our WhatsApp and email notification system so that important information — ongoing disruptions, estimated resolution times, and scheduled maintenance — reaches our customers faster and more clearly.
The principle we hold is simple: customers deserve to be informed first, not left to find out on their own.
3. Making Our Website More Interactive
The Digitalku website should be the first place customers turn to for answers. We are currently evaluating the entire user journey to make it more responsive and interactive.
Our focus areas include easier navigation, faster page loading, clearer service status information, and a simpler way for customers to report problems without going through a complicated process. Going forward, we want our website to be more than a storefront — we want it to genuinely help customers resolve issues on their own.
4. Strengthening Our Team
We fully acknowledge the slow customer service response times of recent weeks. The surge in support requests following the [31 August 2026] incident made it clear that our handling process still needs improvement.
We are reviewing workloads, ticket handling procedures, and how priorities are assigned internally. This evaluation includes adjusting staffing levels during peak hours, establishing more measurable response time standards, and providing additional training so that every issue can be handled quickly and accurately from the very first contact.
Target Timelines
To keep this commitment measurable, we have set the following targets:
| Phase | Focus | Target |
|---|---|---|
| Phase 1 | Server audit and service stabilization | [7 days] |
| Phase 2 | Rollout of WhatsApp & email notifications | [14 days] |
| Phase 3 | Website flow and interactivity improvements | [30 days] |
| Phase 4 | Team restructuring and response standards | Ongoing |
Progress on each phase will be shared regularly through our website and Digitalku's official notification channels.
Share Your Concerns With Us
We welcome all complaints, criticism, and suggestions. Your feedback is the most valuable input we have for our evaluation.
You can reach us through:
- WhatsApp: +62 816 668 000
- Email: [email protected]
- Support ticket form: portal.digitalku.com/tickets
Every report we receive will be recorded and followed up on. If you were affected by the [31 August 2026] disruption and feel your issue has not been fully resolved, 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 much for us to improve.
This evaluation is not a short-term measure to quiet complaints. It is part of our effort to build a service that is more stable, more transparent, and more closely aligned with what our customers need.
Thank you for your patience and continued trust. We will keep working to make your experience with Digitalku a better one.