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 may find helpful resources on our community page. This is a great place to ask questions and find answers from other Pinecone users and our community moderators.