Support plans and SLAs - Pinecone Docs

Support plans

Pinecone has four support plans: Free, Developer, Pro, and Premium. Your support plan determines whether your tickets get first-response SLAs. The Free support plan lets you open tickets but has no SLAs. Which support plans you can use depends on your organization’s billing plan:

Billing plan	Support tickets	Included support plan	Support plans you can add
Starter	No	None	None
Builder	Yes	Free	Developer or Pro
Standard	Yes	Free, or Pro with an annual commit	Developer or Pro
Enterprise	Yes	Pro, or Premium with an annual commit	Premium, by contacting sales

On Starter, you can still use the support chatbot and the community, as described in Get help. For pricing and the other features of each support plan, see support pricing.

First-response SLAs

SLAs depend on your support plan and the ticket’s severity.

Severity	Developer	Pro	Premium
Sev-1	8 business hours	2 hours, 24/7	30 minutes, 24/7
Sev-2	12 business hours	4 business hours	2 business hours
Sev-3	2 business days	12 business hours	8 business hours
Sev-4	3 business days	2 business days	12 business hours

You can open a ticket at any time. SLA times marked 24/7 run around the clock. Business hours and business days count only Monday to Friday, 8:00 AM to 8:00 PM Eastern Time, excluding US federal holidays.

Change your support plan

Before you can add a paid support plan, upgrade your billing plan to Builder, Standard, or Enterprise. You must be an organization owner or billing admin to change the support plan.

Go to Settings > Support > Plan options.
Select the plan you want.