Prisma believes all our users—from those running small, free, hobby projects to those running large, mission-critical workloads—deserve to get excellent support.
Prisma Technical Support Engineers use their exceptional problem-solving and customer service skills, along with their deep technical experience, to advise Customers and solve their Prisma problems across the entire Prisma ecosystem.
Prisma ("Prisma", "we", "us" and/or "our") provides support for our Prisma Data Platform to our customers ("Customers", "you") based on their selected plan level. This Support Policy describes how we provide support and our commitments to our Customers (as may be further defined in our agreement with you, “Support Services”).
Support Services will only be provided when requests are made to us from a member of an active Prisma Data Platform account. Support for Open-Source Software (OSS) owned by Prisma will be referred to our Community channels (GitHub Discussions, Slack, Stack Overflow), unless the issue arises as a direct result of or has a direct impact on your ability to use the Prisma Data Platform.
Support Services will be provided when the Prisma Data Platform is used in accordance with our documentation.
<aside> ℹ️ We provide updates regarding any status changes in our Prisma Data Platform via our status page. We encourage you to check these sources first before seeking support.
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Monday to Friday, 9:00 am to 11:00 pm Central European Time (CET)
Monday to Friday, 3:00 am to 5:00 pm Eastern Time (EST)
Prisma Support aims to respond to all paid subscription requests in a timely manner. Customers are prioritized based on their plan and the severity of their issue, as described below.
When opening a Support Request, we encourage you to explicitly specify the priority level of and impact on your production service.
| Severity | FRT targets | Definition |
|---|---|---|
| P1 (Urgent) | ≦4 business hours | An Error that impacts the Customer’s Production Environment, where (1) the Prisma Data Platform is down or seriously impaired; or (2) the Customer’s production data is lost or destroyed and there is no workaround currently available. |
| P2 (High) | ≦12 business hours | An Error where the Prisma Data Platform is moderately impaired. The Customer’s system is functioning but in a reduced capacity, and there is no workaround currently available or the workaround is cumbersome to use. |
| This could also refer to a significant Error in the Development, Testing, or QA environments. | ||
| P3 (Normal) | ≦24 business hours | Non-critical Errors or Issues, wherein the normal operation of the Customer’s system is not prevented, or where the situation may be temporarily circumvented using an available workaround. |
| P4 (Low) | ≧24 business hours | General questions and requests for enhancements to the Prisma Data Platform. |
<aside> ℹ️ If you’re looking for faster First Response Times or longer Service Hours, contact our Sales Team
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*For the avoidance of doubt, nothing in these First Response times or in this Support Policy guarantees full resolution of a reported Error.
**Tickets must be submitted through the Prisma Data Platform chat button to be eligible for response times.
***Prisma Support has the ability to update a ticket's priority if it does not generally match these guidelines. More information: Severity levels information & examples