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.

Support Services for Prisma ORM

Support for Prisma’s Open-Source Software (OSS), including the Prisma ORM, is provided through our Community channels

Support for users of 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.

Support Channels

Platform plan	Starter	Pro	Business	Enterprise
Support plan	Community	Standard	Business	Dedicated
Discord	✅	✅	✅	✅
Contact via Console	-	✅	✅	✅
Email via support@prisma.io	-	✅	✅	✅
Dedicated contact	-	-	-	✅

Starter
Support plan	Community
Discord	✅
Contact via Console	-
Email via support@prisma.io	-
Dedicated contact	-

Pro
Support plan	Standard
Discord	✅
Contact via Console	✅
Email via support@prisma.io	✅
Dedicated contact	-

Business
Support plan	Business
Discord	✅
Contact via Console	✅
Email via support@prisma.io	✅
Dedicated contact	-

Enterprise
Support plan	Dedicated
Discord	✅
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.

Response Times

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

Business Hours

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

Severity levels

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.

Definitions and terminology

Etiquette

List of Public Holidays

Prisma reserves the right to update this Support Policy.

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