> ## Documentation Index
> Fetch the complete documentation index at: https://docs-staging.poolside.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Premium Support

> Learn about Poolside Premium Support, response times, and scope.

## 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](/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](/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.