Support and Operations teams work 24 hours a day, 7 days a week, ensuring that all requests from customers are answered on time.

Requests are handled in parallel by our team — the SLA only represents the maximum response time.

SLA for Support and Network

Priority	Business impact	First reply	Next update	Periodic Updates
Low	General questions	Up to 6 hours	N/A	N/A
Normal	Non-critical issues	Up to 1 hour	Up to 2 hours	2 hours (if applicable)
High	Partial service failure	Up to 30 minutes	Up to 1 hour	1 hour
Urgent	Major service failure	Up to 15 minutes	Up to 30 minutes	30 minutes

Examples

Here are a few examples of how we categorize requests. This is not an exclusive list.

Low: General questions, slightly higher latency, non-urgent route changes, ASN routing.
Normal: OS reinstalls, IPMI access.
High: Bare metal reboots, intermittencies and packet loss, routing issues.
Urgent: Downtime, power-related issues, general failures on Latitude.sh's backbones.