> For the complete documentation index, see [llms.txt](https://help.pump.co/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.pump.co/support/getting-support.md).

# 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:

| Information                                                                 | Why it helps                             |
| --------------------------------------------------------------------------- | ---------------------------------------- |
| 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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