> ## 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.

# Submit a Support Request

> How to open a support request through the Poolside support portal, set the right metadata, and write requests that get resolved faster.

Submit and manage support requests through the Poolside support portal at [support.poolside.ai](https://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.**

## 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](/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](/support/standard-support#support-priorities) or [Premium Support priorities](/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](/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.

## Related resources

* [Standard Support](/support/standard-support): Response time SLAs and scope
* [Premium Support](/support/premium-support): Enhanced response time SLAs and 24/7 urgent coverage
* [Support Overview](/support/overview): Eligibility requirements and Professional Services options