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

# Getting Support

> How to reach the Hyperbolic team, what to include in a request, and what to expect

## Support channels

| Channel                                                                                                    | Best for                                                                                                 |
| ---------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------- |
| **In-app chat (Intercom)** — widget in the bottom-right corner of the [console](https://app.hyperbolic.ai) | Fastest response for account, billing, and instance issues                                               |
| **Email** — [support@hyperbolic.ai](mailto:support@hyperbolic.ai)                                          | Anything, including vulnerability reports, compliance questions, and issues you want a written record of |
| **Sales** — [sales@hyperbolic.ai](mailto:sales@hyperbolic.ai)                                              | Private Cloud, large or long-term capacity, and custom configurations                                    |

## 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](/docs/on-demand/verifying-performance))

<Tip>
  Never share your SSH private key or full payment details in a support request. Support will never ask for them.
</Tip>

## 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](/docs/overview/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](/docs/overview/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](/docs/on-demand/storage-and-ports#requesting-custom-storage-configurations)).
* **Billing questions** — start with [Billing & Payments](/docs/general/billing-payments); contact support for anything unresolved.