Getting Support
While our product is fully self-serve and self-use, we offer high quality and highly knowledgeable support for your AWS or GCP needs.
Contact us
Support tickets: Submit a request at support@pump.co. This is the fastest way to reach the Pump support team for technical issues, billing questions, or account help.
Email: Reach out to the Pump team directly if you have questions about onboarding, pricing, or partnership inquiries.
Slack: Customers with a shared Slack channel can reach their account team directly through Slack.
What to include in a support request
To help us resolve your issue quickly, include the following when submitting a ticket:
Your company name
Identifies your account
The cloud provider involved (AWS, GCP, Azure, or a third-party integration)
Routes your ticket to the right team
What you were trying to do
Gives us context on the workflow
What happened instead
Describes the issue
Screenshots or error messages
Helps us diagnose without back-and-forth
Common issues
CloudFormation stack failed to create (AWS). Verify that your IAM user or role has permissions to create CloudFormation stacks and IAM roles. The stack requires iam:CreateRole, iam:PutRolePolicy, and cloudformation:CreateStack at minimum.
Cloud Shell script did not complete (GCP/Azure). Check that the required APIs are enabled on your project (GCP) or that your user has sufficient permissions to assign RBAC roles (Azure). See the connection guides for provider-specific troubleshooting.
Pump is not receiving data after connection. For AWS, the CloudFormation stack includes a custom resource that notifies Pump on completion. If this notification fails, contact support. For Azure, role assignment propagation can take up to 30 minutes.
Savings estimate shows $0. This typically means your current spend is already well-committed or your usage volume is below the threshold where commitment discounts are meaningful. Pump Save has the most impact at $5,000/month or more.
Missing data for a cloud account or integration. Verify that the required credentials are still active and that permissions have not been revoked. For third-party integrations, check that your API key has not expired or been rotated.
Status
For real-time information on Pump service availability, visit the Pump status page. If you are experiencing an issue and the status page shows all systems operational, submit a support ticket so we can investigate.
Feedback
If you have suggestions for improving Pump or its documentation, let us know through support@pump.co. We read every submission.
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