# Pinecone Support SLAs

:::callout{intent="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.
:::

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.

## Related pages

- [Account management](./account-management-index.md)
- [Admin](./admin-2-index.md)
- [Admin](./admin-index.md)
- [APIs](./apis-index.md)
- [Architecture](./architecture-index.md)
- [Assistants](./assistants-index.md)
- [Bring Your Own Cloud](./bring-your-own-cloud-index.md)
- [Build an assistant](./build-an-assistant-index.md)
- [Build an integration](./build-an-integration-index.md)
- [Changelog](./changelog-index.md)

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