Pinecone Support has first-response SLAs based on the ticket requester’s organizational tier and the selected severity. These SLAs are as follows:

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Enterprise-tier customers

  • Sev-1: 1 hour
  • Sev-2: 4 hours
  • Sev-3: 1 business day
  • Sev-4: 2 business days

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Standard-tier customers

  • Sev-1: 4 business hours
  • Sev-2: 1 business day
  • Sev-3: 1 business day
  • Sev-4: 2 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 and Sev-2 tickets created by Enterprise-tier customers. Pinecone Support is reserved for our Standard- and Enterprise-tier customers. 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.