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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

PriorityBusiness impactFirst replyNext updatePeriodic Updates
LowGeneral questionsUp to 6 hoursN/AN/A
NormalNon-critical issuesUp to 1 hourUp to 2 hours2 hours (if applicable)
HighPartial service failureUp to 30 minutesUp to 1 hour1 hour
UrgentMajor service failureUp to 15 minutesUp to 30 minutes30 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: Intermittencies, packet loss, and routing issues.
  • Urgent: Downtime, power-related issues, general failures on Latitude.sh's backbones.