Premium Support - Poolside

Overview

Poolside Premium Support provides enhanced coverage with faster response times and 24/7 availability for urgent tickets. Submit all support requests through the Poolside Support portal. For more information, see Submit a Support Request. Additional contact options may be available depending on your subscription. Premium Support covers the same scope as Standard Support. See Scope of support for the full list of covered and excluded topics.

Support priorities

Priority	Description	First response SLA
Urgent	Complete loss of inference API availability for all users. No viable workaround.	1 hour (24/7)
High	Inference errors or degraded performance affecting more than 10% of users. Does not meet Urgent threshold.	2 business hours
Normal	Inference or CLI issues affecting fewer than 10% of users. Viable workaround exists.	1 business day
Low	Minor functional issues or non-essential feature degradation. No significant loss of utility.	2 business days

These SLAs apply to initial response times only. Poolside reserves the right to reclassify priority based on confirmed impact assessment.

​Overview

​Support priorities

Overview

Support priorities