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Overview

Poolside standard support is included in every subscription and generally available Monday-Friday, 5 AM - 5 PM Pacific Standard Time (UTC-8). Support is provided in English and can be reached via email at support@poolside.ai. Other contact options may be available to you based on your subscription.

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What Does Poolside Support Include?

Poolside Standard Support can help with the following products:
  • Poolside models
  • IDE extension (VS Code, Visual Studio, JetBrains)
  • Poolside toolset (pool CLI, ACP Server)
  • Poolside platform
  • Poolside inference
and the following topics:
  • Installation assistance via documentation, support channels, and training materials
  • Troubleshooting for platform issues
  • Software updates and security patches
  • Configuration guidance for supported environments

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Exclusions

While Poolside support will always make a best effort to help, the following topics are outside the scope of Poolside Standard Support: Infrastructure & Networking
  • Kubernetes clusters, databases, object storage, and secret storage
  • Infrastructure provisioning, configuration, networking, DNS, routing, and maintenance
  • AWS and on-premises infrastructure
Third-party & Custom Components
  • Third-party integrations, plugins, or cluster add-ons
  • Custom ingress controllers, service meshes, and CNI plugins
  • Custom modifications to Poolside code or configuration
  • Issues caused by your cluster configuration or infrastructure
Operations & Administration
  • Database administration
  • Dashboard creation or optimization (for example, Grafana)
  • Helm chart deployment onto your infrastructure
If you need assistance with these topics, contact your account representative to discuss Professional Services or other support options.

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Support Priorities

PriorityDescriptionFirst Response SLA
CriticalComplete loss of platform functionality for all users across all IDEs. No viable workaround.2 hours (24/7)
HighPlatform not working for over 10% of authorized users across multiple IDEs. Does not meet Critical threshold.4 business hours
MediumPlatform not working for under 10% of authorized users. Viable workaround exists.2 business days
LowMinor functional issues, UX defects, or non-essential feature degradation. No significant loss of utility.5 business days
These SLAs apply to initial response times only. Poolside reserves the right to reclassify priority based on confirmed impact assessment.