Support channels
What to include in a support request
The more of this you include up front, the faster we can help:
- The email address on your Hyperbolic account
- The instance ID (from your Active Instances page), plus GPU type and region
- What you expected and what happened instead, with timestamps (include your timezone)
- Error messages and logs — copy the full text rather than a screenshot when possible
- For connection issues: the SSH command you ran and its full output (
ssh -v output helps)
- For performance issues: the output of
nvidia-smi and any benchmark results (see Verifying Instance Performance)
Never share your SSH private key or full payment details in a support request. Support will never ask for them.
What to expect
- Response times: standard support targets a response within 24 hours, with P0 (production-down) issues addressed in under 1 hour. Private Cloud contracts include dedicated, direct-to-engineer 24×7 support — see the platform comparison.
- Expertise: support is staffed by engineers familiar with the platform’s GPU infrastructure. Hardware-level issues (failed GPUs, network problems) are escalated to the infrastructure team.
- Uptime SLA: On-Demand and Reserved instances carry a 99.5% uptime SLA. Private Cloud SLAs are custom and negotiated per contract — see the platform comparison.
Common requests
- Instance stuck in a pending state for more than 30 minutes — contact support with the instance ID. Instances that never become ready are auto-terminated at the provisioning timeout (~3 hours) and are never charged.
- GPUs not visible (
nvidia-smi reports no GPUs) — drivers are preinstalled on all instances; contact support rather than installing drivers yourself.
- Storage in other regions — persistent storage volumes are currently limited to select regions; contact support to request other regions or custom configurations (see requesting custom storage).
- Billing questions — start with Billing & Payments; contact support for anything unresolved.
