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Submit and manage support requests through the Poolside support portal at support.poolside.ai. Requests are the primary channel for reporting issues, requesting guidance, and tracking resolutions with Poolside Support. Requests must be submitted through the portal to be eligible for service-level agreement (SLA) coverage.

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Before you submit a request

Check existing resources before submitting:
  • Search the Poolside documentation for configuration guidance and known behavior.
  • Review the 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.

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Submit a request

  1. Go to 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.

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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 or Premium Support priorities.

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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 for details. Attachments Attach relevant logs, screenshots, and configuration excerpts. Remove or redact credentials, secrets, and personal data before attaching files.