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Ask the support chatbot

The support chatbot in the console Help center knows Pinecone’s documentation, help articles, and website, and can answer many questions right away. It’s available on every plan, including Starter. Pinecone reviews chatbot interactions to improve it.

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Check system status

To see whether an issue affects all Pinecone users, check the Pinecone status page. The Help center also shows the current system status.

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Create a ticket

You can create tickets on the Builder, Standard, and Enterprise plans. For what each plan includes, see Support plans and SLAs.
  1. Go to Settings > Support > Tickets.
  2. Click Create a ticket.
  3. Fill out the form and submit it.
The form uses the email address of your Pinecone account, which Pinecone Support uses to match the ticket to your organization’s support plan. Requests from an email address that isn’t associated with a Pinecone account are closed, with suggestions for other ways to get help.

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Choose a severity

On the Developer, Pro, and Premium support plans, you choose a severity for each ticket, and the severity sets your first-response SLA. On the Free support plan, tickets have no severity and no SLA.
  • Sev-1: Your production environment is completely unavailable.
  • Sev-2: Your production performance is severely impacted.
  • Sev-3: Your development work is impacted, or you have a minor production issue.
  • Sev-4: You have a question, feedback, or a feature request.
If your issue doesn’t involve a production application, don’t open a Sev-1 or Sev-2 ticket. Pinecone Support may change the severity after assessing the ticket.

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Include the right details

The more detail you provide, the more likely Pinecone Support can resolve your issue in its first response.
  • Affected resources: For Database and Assistant tickets, select the affected project and index or assistant in the form. If more than one is affected, list the exact names in the description.
  • Code and versions: Include code snippets, SDK and API versions, and the full stack trace of any error.
  • Screenshots and recordings: Attach them whenever they help show the problem.

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Other ways to get help