Pinecone Support Request: Open a Case 

Pinecone Support: Frequently Asked Questions

How Do I Create a Pinecone Support Case?

You can create support cases for making documentation requests, relaying data migration needs, seeking onboarding help, and more. 
Most importantly, however, support cases are used for resolving software bugs or platform issues if they arise. A bug is an error, fault, or flaw in a software program that produces an incorrect or unexpected result. Pinecone is counting on you to help point them out and let us know when we can be of help to you!
Examples of a bug in Pinecone could include not being able to view training material that should be accessible, being locked out of the platform, losing learning progress, or virtually anything else that is not performing as expected.
If you believe you have found a bug, click on the "Open a Case" button at the top of the page.
Proceed to give as much detailed information on what the problem is, specific steps/actions you took to discover the issue, and any other information that will help the Pinecone team quickly find a solution.
Below is a breakdown of the information that will help speed up the process for solving your issue:
  • Name & Contact Information: Include your name, email, and phone number so we can get in contact with you regarding your support case.
  • Subject: What the bug is concerning or what it is preventing the user from doing.
  • Description: A detailed description of what the bug specifically is or what it is preventing the user from doing. This should include the following:
– Expected System Results vs. Actual System Results: The more detailed and informative this section is, the quicker the issue will be resolved.
– Reproduction Steps: A detailed list of steps that the user took to discover the bug. Again, the more detailed this section is, it will help get the issue resolved more quickly. If the Pinecone Team is not able to follow the steps or reproduce the bug, then the issue will be considered closed.
– Location/Related Records: Where in your System was the bug discovered? Was it in a Pinecone Academy Course, or was it within the Pinecone Total Technology Toolkit. For example, list anything specific like the course you were progressing through when you realized the issue, what resource you were trying to use and did not work, or any other records related to the issue.
  • Case Reason: The type of Support Case you are creating today and the topic it is concerning.
Just like that, you have a newly created support case with Pinecone!

How Much Does Pinecone Support Cost?

Please note that most support is complimentary, however according to your Terms of Support, if your support needs require 1:1 support or contain requests that are unduly burdensome, a support fee at our hourly rate (also defined in the Terms of Support) may be assessed BEFORE providing said support. This will be communicated to the user prior to work being done and any of the rare cases requiring paid hourly support and the estimated support fee will be made clear and agreed upon mutually before being conducted.

When is Pinecone Support Available?

Pinecone Support has limited availability outside of the normal support hours of 10am-4pm EST Monday through Friday. 
Disclaimer: Please note that most support is complimentary, however according to your Terms of Support, if your support needs require 1:1 support or contain requests that are unduly burdensome, a support fee at our hourly rate (also defined in the Terms of Support) may be assessed BEFORE providing said support. This will be communicated to the user prior to work being done and any of the rare cases requiring paid hourly support and the estimated support fee will be made clear and agreed upon mutually before being conducted.

How Do I Grant Login Access for Pinecone Support to Access My Salesforce CRM?

Help us so we can help you! The first step in receiving Pinecone Support is granting our team access to your Salesforce Org. Let’s get started!
Write your awesome label here.
First, log in to Salesforce if you haven’t already done so. Once you have made it into your Salesforce Org, navigate to the top-right of any page in your instance and click on your profile icon. Then, click on ‘Settings’ below your username. 
After your Personal Settings page loads, type ‘Login Access’ into the Quick Find box and select the option to ‘Grant Account Login Access’. Then, find the row for ‘Pinecone Support’ and select ‘1 Month’ for the Access Duration. Click save, and you’re all set! The Pinecone Team will now be able to access your Salesforce Org and provide necessary support to your business.
If you have any questions or concerns with granting login access to the Pinecone Team, please log a case with Pinecone Support.