## Overview

Poolside Standard Support is included in every subscription and is available Monday–Friday. 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.

## 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.