> ## Documentation Index
> Fetch the complete documentation index at: https://www.latitude.sh/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# SLA for Support

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 the support 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 requests are categorized. 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.