# Source: https://docs.pinecone.io/troubleshooting/pinecone-support-slas.md

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.pinecone.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Pinecone Support SLAs

<Note>
  New first-response SLAs went into effect on September 16th, 2024. See the [pricing page](https://www.pinecone.io/pricing/?plans=support) for more details.
</Note>

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:

### Premium

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

### Pro

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

### 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](https://www.pinecone.io/pricing/?plans=support).

Pinecone Support is reserved for customers on the Standard billing plan. However, you may find helpful resources on our [community page](https://community.pinecone.io). This is a great place to ask questions and find answers from other Pinecone users and our community moderators.