Support Overview

Poolside offers two support tiers:

• Standard Support is included with every support subscription and provides access to expert support engineers for eligible deployments. See Standard Support for response time SLAs.
• Premium Support is an upgrade to Standard Support and provides faster response times and 24/7 availability for urgent tickets for eligible deployments. See Premium Support for response time SLAs. Contact your account representative to add Premium Support to your subscription.

Both tiers cover the same scope.

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Scope of support

Poolside support covers issues with the products and topics listed below. Issues outside this scope receive best-effort assistance only. If you need help with excluded topics, contact your account representative to discuss Professional Services.

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In scope

Poolside models

• Model availability and access
• Unexpected model behavior or defects
• Model version and compatibility questions
• Software updates and security patches

Poolside inference

• Inference API availability, reliability, and error rates
• API authentication and authorization
• Request and response handling issues
• Performance and latency degradation
• Configuration in supported environments

pool CLI

• Installation, updates, and configuration
• Authentication and connectivity to the inference API
• CLI command behavior and troubleshooting

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Out of scope

Infrastructure and networking

• Kubernetes clusters, databases, object storage, and secret storage
• Infrastructure provisioning, configuration, networking, DNS, routing, and maintenance
• AWS and on-premises infrastructure

Third-party and custom components

• Third-party integrations or plugins
• Custom ingress controllers, service meshes, and CNI plugins
• Custom modifications to Poolside code or configuration
• Issues caused by your cluster configuration or infrastructure

Operations and administration

• Database administration
• Dashboard creation or optimization (for example, Grafana)
• Helm chart deployment onto your infrastructure

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Support Eligibility

To qualify for support, your deployment must meet the following requirements:

1. Environment Tracking. All deployments must be tracked and registered by Poolside. Untracked environments must complete a Poolside review before becoming eligible. Submit a support request to request a review or get a listing of tracked environments.
2. Supported configuration. The deployment must meet the requirements in Supported configurations.
3. Change approval. Customer modifications to deployment scripts, configurations, or infrastructure require prior written approval from Poolside.
4. Authentication. One of the following:
   • Poolside-provided Keycloak instance
   • Poolside-provided Keycloak instance
   • Customer OpenID Connect (OIDC)-compliant identity provider (Okta, Entra ID, etc.)
5. Security configuration. One of the following:
   • Default OS security configuration
   • STIG-hardened configuration using Poolside-validated baselines with documented exceptions:
     • DISA STIG RHEL 9 v2r4
     • DISA STIG Ubuntu 22.04 v2r2

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Professional Services

Poolside offers Professional Services engagements to help customers with custom deployments, security hardening, and other non-standard configurations. These engagements provide tailored support and documentation for unique requirements. Contact your account representative for more information.

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Frequently Asked Questions

We’re using a Security Technical Implementation Guide (STIG) baseline Poolside hasn’t validated. Can we still deploy? Yes, but we recommend a Professional Services engagement to validate compatibility before production deployment. This ensures you have a supported configuration and protects both parties. Our security team requires hardening beyond STIG. Is that supported? Additional hardening beyond published STIG baselines requires a Non-Recurring Engineering (NRE) engagement. We’ll work with your security team to test specific controls and document any required exceptions. Is installing agents like ClamAV, Splunk, or other system monitoring tools supported? Yes, you may install third-party agents, but please contact Poolside so we can track which agents are deployed in which environments. Note that issues arising from those agents fall outside the scope of standard support. We deployed on a non-standard configuration. Can we get support? We can provide best-effort consultation, but cannot guarantee resolution for issues stemming from the non-standard configuration. We recommend a Professional Services engagement to validate and document your environment. Our team modified deployment scripts without prior approval. What happens? Unapproved modifications fall outside Standard Support. The customer assumes responsibility for testing and troubleshooting. Contact your Poolside solutions team to evaluate whether the modifications can be brought into standard support scope. Do Service Level Agreements (SLAs) apply to custom deployments? No. SLA commitments apply only to deployments meeting the standard supported configuration. Custom deployments receive best-effort support unless a Support Upgrade engagement is in place. Can we use a non-AWS cloud provider? Not under standard support. Non-AWS deployments require an NRE engagement to validate and support. Should we notify Poolside before upgrading our deployment or model configuration? Yes. Submit a support request at least two weeks before the planned upgrade. Include the environment you plan to upgrade and the target upgrade date. Poolside Support reviews the request and confirms whether internal resources are needed.