## Before you submit a request

Check existing resources before submitting:

- Search the [Poolside documentation](https://docs.poolside.ai/) for configuration guidance and known behavior.
- Review the [scope of support](https://docs.poolside.ai/support/overview#scope-of-support) to confirm your issue falls within support scope.
- Check whether a recent change to your environment (upgrade, configuration edit, new agent installation) correlates with the issue.

## Submit a request

1. Go to [support.poolside.ai](https://support.poolside.ai/) and sign in. If you do not have an account, contact your Poolside administrator or Poolside account manager to request access.
2. Select **Submit a request**.
3. Fill in the request fields described below.
4. To notify additional people, add their email addresses in the **CC** field. All addresses added here receive email updates as the request progresses.
5. Attach relevant files (logs, screenshots, configuration excerpts).
6. Submit the request. You will receive a confirmation email with your request number.

You can view and manage your open requests at any time by signing in to [support.poolside.ai](https://support.poolside.ai/).

## Set request metadata

Setting accurate metadata helps Poolside Support route and prioritize your request correctly. **Subject** Write a specific, descriptive subject line. Include the affected product and a brief description of the symptom. Avoid vague subjects like “Issue” or “Problem.”

- Good: `Inference API returning intermittent 504 timeout errors after upgrade to 2.1.0`
- Avoid: `API not working`

**Priority** Choose the priority that matches your actual impact. Incorrect priority can delay routing. For definitions and response time SLAs, see [Standard Support priorities](https://docs.poolside.ai/support/standard-support#support-priorities) or [Premium Support priorities](https://docs.poolside.ai/support/premium-support#support-priorities).

## Write an effective request description

A well-written request description reduces back-and-forth and helps Poolside Support reproduce the issue faster. Include:**What happened** Describe the observed behavior. Include exact error messages, formatted as you see them in the product or logs. **What you expected** Describe what should have happened instead. **Steps to reproduce** List the exact steps needed to trigger the issue. If the issue is intermittent, describe the frequency and conditions. **Scope and impact** State how many users are affected, which product is involved, and whether the issue is limited to a specific environment or instance. **Recent changes** Note any changes made before the issue appeared: upgrades, configuration edits, new agent installations, or infrastructure changes. If a change occurred without prior Poolside approval, include that context because it affects support scope. See [Support Overview](https://docs.poolside.ai/support/overview#support-eligibility) for details. **Attachments** Attach relevant logs, screenshots, and configuration excerpts. Remove or redact credentials, secrets, and personal data before attaching files.