Prisma Support Policy
At Prisma, developer experience is at the heart of everything we do. This page explains how to get help, which support channels are available, and how requests are prioritized.
Getting help when you need it is an essential part of developer experience, just like great tooling, docs, or a great API are.
To resolve issues with our products, we recommend starting with our comprehensive documentation. Additionally, our Ask AI feature within the docs is available to assist all users and customers.
Support Services for Prisma ORM
Support for Prisma's open-source software, including Prisma ORM, is provided through our community channels on GitHub and Discord.
Prisma also offers custom support packages for enterprises and solutions providers.
Support Services for Prisma Data Platform
Prisma provides support for Prisma Data Platform customers based on their selected plan. More details are available on our pricing page.
Support Channels
Whenever possible, we recommend contacting us through the built-in integration on console.prisma.io instead of direct email support. It gives us additional context and helps us respond faster and more accurately.
| Platform plan | Support plan | Discord | Contact via Console | Email via support@prisma.io | Dedicated contact |
|---|---|---|---|---|---|
| Starter | Community | Yes | - | - | - |
| Pro | Standard | Yes | Yes | Yes | - |
| Business | Business | Yes | Yes | Yes | - |
| Enterprise | Dedicated | Yes | Yes | Yes | Yes |
Response Times
We aim to respond to all requests in a timely manner. Requests are prioritized based on the requester's plan and the severity of the issue.
| Platform plan | Support plan | Response time |
|---|---|---|
| Starter | Community | No guaranteed response time. We strive to reply to all requests within 3 business days. |
| Pro | Standard | 2 business days |
| Business | Business | 1 business hour |
| Enterprise | Dedicated | Custom |
Business Hours
Our business hours are 9am-5pm CET on regular weekdays, Monday to Friday, except for public holidays in Germany.
We provide additional coverage under our dedicated support plans for customers on our Enterprise plan.
Additional Information
Severity levels
The severity level is indicated by the customer when submitting a support request. Prisma may set, upgrade, or downgrade the severity level at its discretion based on the information available.
| Level | Definition |
|---|---|
| P1 - Urgent priority | Critical issue. Defect resulting in full or partial system outage or a condition that makes the affected Prisma product unusable or unavailable in production for all of the customer's users. |
| P2 - High priority | Significant disruption. Issue resulting in impacted major functionality or significant performance degradation, impacting a significant portion of the user base. |
| P3 - Normal priority | Minor feature or functional issue / general question. Issue resulting in a Prisma component not performing as expected or documented, or an inquiry regarding a general technical issue or general question. |
| P4 - Low priority | Minor issue / feature request. An information request about Prisma or a feature request. |
Definitions and terminology
- Production Environment means an environment serving your end-users or customers.
- Initial Response means an initial response to a support request that, at a minimum, acknowledges receipt of the request.
- Support Services means the product and services support that Prisma has agreed to provide to you, the customer.
- Workaround means a method that can be used by the customer to avoid an error or issue without substantially impairing their use of the software or services.
- Unscheduled Service Outage refers to an interruption of the service, not previously communicated to the customer, that causes the customer's projects to be unavailable to end users. This does not include any downtime planned by the customer.
More information is available in our Privacy Policy and Terms of Service.
Etiquette
Prisma is dedicated to providing a positive experience for everyone using our support services. Please communicate in a professional and respectful manner. Prisma reserves the right to cease providing support services if communication includes abusive, profane, or otherwise inappropriate language. More information is available in our Code of Conduct.
List of Public Holidays
- New Year's Day (January 1)
- International Women's Day (March 8)
- Good Friday
- Easter Monday
- Labour Day (May 1)
- Ascension Day
- Whit Monday
- Day of German Unity (October 3)
- Christmas Day and Boxing Day (December 25 and 26)
Prisma reserves the right to update this Support Policy.