Standard Support - Poolside
Overview
Poolside Standard Support is included in every subscription and is available Monday–Friday. 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.
Support Priorities
| Priority | Description | First Response SLA |
|---|---|---|
| High | Inference errors or degraded performance affecting more than 10% of users. | 4 business hours |
| Normal | Inference or CLI issues affecting fewer than 10% of users. Viable workaround exists. | 2 business days |
| Low | Minor functional issues 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.