Databases
Pinecone SLA credit guide
What Pinecone owes you when it misses its uptime commitment — the credit tiers, the filing deadline, how to file, and a calculator to estimate your credit.
What SLA credit are you owed when Pinecone is down?
When Pinecone Database Services (Enterprise Advance Commitment only) falls below its 99.95% monthly uptime commitment, you're owed an SLA service credit worth 10%–50% of the affected service's monthly spend — larger the further uptime fell — claimable within 30 days of the end of the affected billing month. It's a credit toward a future invoice, not a cash refund.
Uptime commitment
99.95%
Filing window
30 days
counted from the end of the affected billing month
Services with SLA data
1
Credit calculator
SLA target is 99.95% — enter what you actually observed.
Enter your monthly spend above to see the dollar credit for a 10% tier.
Estimate only, from the vendor’s published tiers — the final credit is set by the vendor against your actual invoice and their SLA definitions.
Credit tiers by service
| Measured uptime | Credit |
|---|---|
| 99% – under 99.95% | 10% of spend |
| 95% – under 99% | 25% of spend |
| below 95% | 50% of spend |
SIXTY MINUTES, NOT SIXTY DAYS, IS THE DEADLINE THAT ACTUALLY KILLS THESE CLAIMS: the customer must have submitted a Support Ticket WITHIN 60 MINUTES OF THE START of the Downtime, assisted Pinecone's investigation and followed its directions — an outage nobody ticketed in the first hour is unclaimable no matter how well the later paperwork is done. Only then does stage two apply: a SEPARATE Support Ticket with "Request for SLA Credit" in the subject line, submitted by the end of the calendar month immediately following the month of the Downtime. ELIGIBILITY IS NARROW: this Addendum applies EXCLUSIVELY where the customer uses Database Services under a qualifying Enterprise Advance Commitment — an Enterprise Services plan on an Order of at least a 12-month Subscription Term that includes an upfront payment against future consumption in an amount Pinecone specifies at time of Order. Ordinary serverless or pay-as-you-go usage has no SLA. Preview Offerings are excluded, and pod-based indexes must have maintained AT LEAST TWO REPLICAS throughout the calendar month. Availability Standard is 99.95% per calendar month on commercially-reasonable-efforts; tiers are 10% (below 99.95% down to 99.0%), 25% (below 99.0% to 95.0%) and 50% (below 95.0%) of Database Monthly Fees, with no aggregate cap published. THE STATUS PAGE IS DISCLAIMED AS PROOF: the Addendum states expressly that the "uptime" information published at status.pinecone.io is for informational purposes and DOES NOT EQUATE to the Monthly Uptime Percentage — so build the claim on your own minute-by-minute request logs, and treat the status page as corroboration only. Cloud-provider failures are an express Exception, which matters because the indexes run on AWS/GCP/Azure. Services are deemed fully available for any portion of the month they were not deployed. Credits are applied to future amounts due, have no cash value, are non-transferable, expire with the applicable Order, and are the sole and exclusive remedy. Source: version last updated August 29, 2024.
How to file a Pinecone SLA credit claim
Portal: Pinecone Support portal ↗
- ⏰ SIXTY MINUTES, NOT SIXTY DAYS — this is what actually kills these claims. A Support Ticket must have been submitted WITHIN 60 MINUTES OF THE START of the Downtime, and you must have assisted Pinecone's investigation and followed its directions. An outage nobody ticketed inside the first hour cannot be claimed however good the later paperwork is.
- ⚠️ CHECK ELIGIBILITY BEFORE ANYTHING ELSE: the Addendum applies EXCLUSIVELY under a qualifying Enterprise Advance Commitment — an Enterprise plan on an Order of at least 12 months that includes an upfront payment against future consumption. Serverless or pay-as-you-go usage has no SLA at all. Pod-based indexes must also have run AT LEAST TWO REPLICAS for the whole month.
- 📛 STAGE TWO, REQUIRED SUBJECT LINE: submit a SEPARATE Support Ticket at support.pinecone.io with "Request for SLA Credit" in the subject line, by the END OF THE CALENDAR MONTH IMMEDIATELY FOLLOWING the month of the Downtime. Paste the claim text from section 8.
- ⚠️ DO NOT BUILD THE CLAIM ON THE STATUS PAGE: the Addendum states expressly that the uptime information at status.pinecone.io is for informational purposes and DOES NOT EQUATE to the Monthly Uptime Percentage. The evidence that counts is your own minute-by-minute request logs.
- Include everything the Addendum lists: a detailed description of the events with your request logs documenting the errors (redact Personal and Confidential Information), a description of affected End Users or customers, the dates, time and duration of the Downtime, and what you did to resolve it at the time.
- Tiers against the 99.95% Availability Standard: 10% (below 99.95% down to 99.0%), 25% (below 99.0% to 95.0%), 50% (below 95.0%) of Database Monthly Fees. Downtime is counted per index as full minutes where continuous connection attempts inside the minute fail.
- ⚠️ EXCLUSION THAT MATTERS MOST HERE: failures of, or issues with, Cloud Providers are an express Exception — and Pinecone indexes run on AWS, GCP and Azure. Establish root cause before filing. Credits have no cash value, are non-transferable, expire with the Order, and are the sole remedy.
Evidence you’ll need
- •The words "Request for SLA Credit" in the subject line
- •A detailed description of the events resulting in the Downtime, including request logs documenting the errors (Personal and Confidential Information redacted)
- •A description of affected End Users or customers
- •Dates, time and duration of the Downtime
- •A description of the Customer's attempts to resolve the Downtime at the time of occurrence
Common exclusions
- •Customers without a qualifying Enterprise Advance Commitment
- •Preview Offerings
- •Pod-based indexes not running at least two replicas for the whole month
- •Customer's breach of the Order or Agreement
- •Failure to configure and use the Services per the Documentation
- •Failures of Customer Systems or Connections
- •Failures of, or issues with, Cloud Providers
- •Force Majeure Events
- •Pinecone's authorized suspension of End User access
- •Maintenance notified via the Services console or status.pinecone.io
Frequently asked
What is Pinecone's SLA uptime commitment?
Pinecone Database Services (Enterprise Advance Commitment only) carries a 99.95% monthly uptime commitment.
How much credit can I claim if Pinecone misses its SLA?
Credits are tiered by measured uptime, from 10% up to 50% of the monthly service spend for the affected service, depending on how far below 99.95% availability fell.
What is the deadline to file a Pinecone SLA credit claim?
Claims are generally due within 30 days of the end of the affected billing month (verify the exact clause in Pinecone's SLA before filing).
Does Ontracko file Pinecone SLA credit claims for me?
Ontracko monitors Pinecone for free, detects SLA breaches automatically, and assembles the complete claim package (evidence + credit math + claim text). You file it; Ontracko charges 8% only on credits that are actually recovered.
Let Ontracko file it for you
Connect Pinecone and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.