Getting Support

Support channels

Channel	Best for
In-app chat (Pylon) — widget in the bottom-right corner of the console	Fastest response for account, billing, and instance issues
Email — support@hyperbolic.ai	Anything, including vulnerability reports, compliance questions, and issues you want a written record of
Sales — sales@hyperbolic.ai	Private Cloud, large or long-term capacity, and custom configurations
Status page — status.hyperbolic.ai	Current incidents and scheduled maintenance
Trust center — trust.hyperbolic.ai	Security and compliance documentation, SOC 2 status

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.

Support hours: support engineers work Monday to Friday, 06:00 to 17:00 Pacific Time. The in-app chat assistant answers at any time and passes anything it cannot solve to an engineer, with the details you already gave. Requests that reach an engineer outside those hours are picked up the next business day.
Reserved and enterprise customers with a dedicated Slack channel: response times by severity are in your Customer Support Guide. 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.

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.