Vendors › Pinecone
Pinecone SLA
99.95%
Uptime commitment
50%
Max service credit
30d
Claim window
Manual
Credit application
enterprise
Min plan for SLA
B
- Service credits on request Credits are available, but you must file a claim to receive them.
- Standard uptime commitment: 99.95% A common industry baseline.
- Limited claim window: 30 days You must file within this window or forfeit the credit.
- Credit cap: 50% The most you can recover for a bad month.
- SLA only on top-tier plans The uptime SLA applies only to enterprise customers.
Service credit policy
Calculation: tiered · Remedy: credit · Max 50%
| If monthly uptime falls below | Service credit |
|---|---|
| 99.95% | 10% |
| 99% | 25% |
| 95% | 50% |
How to claim
| Submission method | Support Ticket · pinecone.io/contact/ ↗ |
|---|---|
| Deadline (submission) | 30 days · Open a ticket within 60 minutes of downtime; request the credit by the end of the following month |
| Review timeline | 30 days |
| Credit applied | Applied to future invoice |
Required evidence: Account/Project ID, Affected service, Incident timestamps, Impact evidence.
Per-service SLAs (3)
Hyperscalers and most platforms commit to SLAs per service, not one blanket number. 3 tracked · 2/3 SLA-eligible.
| Service | Category | Uptime | SLA | Source |
|---|---|---|---|---|
| Serverless Vector DB Managed serverless vector database | AI | – | eligible | SLA ↗ |
| Pod-based Vector DB Dedicated pod indexes | AI | – | eligible | SLA ↗ |
| Pinecone Inference Embedding / reranking models | AI | – | not covered | SLA ↗ |
Support tiers
| Tier | Price | SLA-eligible | Availability |
|---|---|---|---|
| Standard | Included | No | Business hours |
| Enterprise | Custom | Yes | 24/7 |
Common exclusions
- Scheduled maintenance
- Force majeure events
- Customer misconfigurations
- Beta / preview features
Notes
Pinecone is an AI & Machine Learning provider. See the SLA/terms at https://www.pinecone.io/legal/.
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