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New first-response SLAs went into effect on September 16th, 2024. See the pricing page for more details.
Pinecone Support has first-response SLAs based on the support plan of the ticket requester’s organization and the selected severity. These SLAs are as follows:

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Premium

  • Sev-1: 30 minutes
  • Sev-2: 2 business hours
  • Sev-3: 8 business hours
  • Sev-4: 12 business hours

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Pro

  • Sev-1: 2 hours
  • Sev-2: 4 business hours
  • Sev-3: 12 business hours
  • Sev-4: 2 business days

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Developer

  • Sev-1: 8 business hours
  • Sev-2: 12 business hours
  • Sev-3: 2 business days
  • Sev-4: 3 business days
The current business hours for Pinecone Support are 8 AM to 8 PM Eastern Time. SLAs only apply outside of our business hours for Sev-1 tickets created by users subscribed to Pro or Premium support. All first-response SLAs only apply to tickets created by users in an organization subscribed to a support plan. Pinecone Support is reserved for customers on the Standard billing plan. However, you can ask questions and find answers from other Pinecone users and the Pinecone team in the Pinecone Discord community.