## 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](https://support.poolside.ai/). For more information, see [Submit a Support Request](https://docs.poolside.ai/support/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](https://docs.poolside.ai/support/overview#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.