Support & SLA
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.
Updated about 1 year ago