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.
|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|
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 5 months ago