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 best resolve your inquiries.
Support for Prisma’s Open-Source Software (OSS), including the Prisma ORM, is provided through our Community channels (GitHub, Discord).
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 | Support plan | Discord | Contact via console.prisma.io | Email via [email protected] | Dedicated contact |
|---|---|---|---|---|---|
| Starter | Community | ✅ | - | - | - |
| Pro | Standard | ✅ | ✅ | ✅ | - |
| Business | Business | ✅ | ✅ | ✅ | - |
| Enterprise | Dedicated | ✅ | ✅ | ✅ | ✅ |
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.
Prisma Support aims 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 | 1 hour, 24/7 × 365, except if otherwise agreed upon |
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.