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.