Prisma Support Policy
At Prisma, developer experience is at the heart of everything we do. Getting help when you need it is an essential part of that DX, just as great tooling, docs, or a great API are.
This page provides you with information about our Support Policy and how you can get help to resolve your inquiries best.
To resolve any issues with our products, we highly recommend starting with our comprehensive documentation.
Additionally, our "Ask AI" feature, integrated within the documentation, is readily available to assist all users and customers.
Support Services for Prisma ORM
Support for Prisma’s Open-Source Software (OSS), including the Prisma ORM, is provided through our Community channels: GitHub, 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. You can find out more about the available plans on our Pricing page.
Platform plan | Starter | Pro | Business | Enterprise |
|---|---|---|---|---|
Support plan | Community | Standard | Business | Dedicated |
✅ | ✅ | ✅ | ✅ | |
Contact via Console | - | ✅ | ✅ | ✅ |
Email via support@prisma.io | - | ✅ | ✅ | ✅ |
Dedicated contact | - | - | - | ✅ |
Starter | |
|---|---|
Support plan | Community |
✅ | |
Contact via Console | - |
Email via support@prisma.io | - |
Dedicated contact | - |
Pro | |
|---|---|
Support plan | Standard |
✅ | |
Contact via Console | ✅ |
Email via support@prisma.io | ✅ |
Dedicated contact | - |
Business | |
|---|---|
Support plan | Business |
✅ | |
Contact via Console | ✅ |
Email via support@prisma.io | ✅ |
Dedicated contact | - |
Enterprise | |
|---|---|
Support plan | Dedicated |
✅ | |
Contact via Console | ✅ |
Email via support@prisma.io | ✅ |
Dedicated contact | ✅ |
Whenever possible, we recommend contacting us via the built-in integration on console.prisma.io over direct email support. This provides additional features that are not available otherwise and helps us provide a quicker turnaround and more accurate responses.
We aim to respond to all requests in a timely manner. Support requests are prioritized based on the requester’s plan and the severity of their 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 |
Support plan | |
|---|---|
Starter | Community |
Pro | Standard |
Business | Business |
Enterprise | Dedicated |
Response time | |
|---|---|
Starter | No guaranteed response time. We strive to reply to all requests within 3 business days. |
Pro | 2 business days |
Business | 1 business hour |
Enterprise | Custom |
Our business hours are 9am-5pm CET on regular weekdays, Monday to Friday, except for public holidays in Germany (see below).
We provide additional coverage under our dedicated support plans for customers on our Enterprise plan.
Additional Information
The severity level will be indicated by the Customer when submitting a Support Request.
We may set, upgrade, and downgrade the severity level of Support Requests at our 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. |
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. |
