> ## 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.

# How to work with Support

> Get faster answers from Pinecone Support by trying the AI chatbot, using your account email, opening tickets in the console, and picking an accurate severity.

These best practices for working with Pinecone Support can lead to faster resolutions and more relevant recommendations. Pinecone Support is available to users in organizations on the Builder, Standard, or Enterprise plan. 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). To upgrade your support plan, go to [Manage your support plan](https://app.pinecone.io/organizations/-/settings/support/plans) in the console and select your desired plan.

## Use Pinecone AI Support

The [support chatbot](https://app.pinecone.io/organizations/-/settings/support) knows Pinecone's documentation, troubleshooting articles, website, and more, and can answer many questions immediately. Pinecone reviews all interactions with the support chatbot to improve it.

## Use the email associated with your Pinecone account

Pinecone Support maps your account information to your organization's tier to assign the right SLAs. If you open a ticket with an email not associated with your Pinecone account, Pinecone Support closes the request and suggests other ways to get help.

## Create tickets using the support portal

Instead of creating tickets by email, use the [Help center](https://app.pinecone.io/organizations/-/settings/support) in the Pinecone console to create tickets. The form lets you include helpful details such as severity and category. Conversations are also easier to follow in the portal, especially with code snippets and other attachments.

## Select an appropriate severity

Pinecone Support reserves the right to change the ticket severity after its initial response and assessment of the case. A Sev-1 ticket indicates that your production environment is completely unavailable, and a Sev-2 ticket indicates that your production environment has degraded performance. If your issue doesn't involve production usage or a production application, don't open a Sev-1 or Sev-2 ticket.

## Provide the exact names of impacted indexes and projects

When opening a ticket that involves specific resources in your organization, include the names of the impacted indexes and projects.

## Provide as detailed a description as possible

Include code snippets, version specifications, and the full stack trace of any error messages. Whenever possible, include screenshots or screen recordings. The more information you provide, the more likely Pinecone Support can resolve your issue in its first response.