From c6ba1c01f5468f9d8801768da405079dbce51831 Mon Sep 17 00:00:00 2001 From: Mike Hartington Date: Thu, 2 Apr 2026 09:36:03 -0400 Subject: [PATCH 1/3] feat(site): support policy page --- apps/site/src/app/support-policy/page.tsx | 453 ++++++++++++++++++++++ apps/site/src/app/terms/page.tsx | 2 +- apps/site/vercel.json | 24 ++ 3 files changed, 478 insertions(+), 1 deletion(-) create mode 100644 apps/site/src/app/support-policy/page.tsx create mode 100644 apps/site/vercel.json diff --git a/apps/site/src/app/support-policy/page.tsx b/apps/site/src/app/support-policy/page.tsx new file mode 100644 index 0000000000..f50853ba61 --- /dev/null +++ b/apps/site/src/app/support-policy/page.tsx @@ -0,0 +1,453 @@ +import { Button, Table, TableBody, TableCell, TableHead, TableHeader, TableRow } from "@prisma/eclipse"; +import { createPageMetadata } from "@/lib/page-metadata"; + +const supportChannels = [ + { + platformPlan: "Starter", + supportPlan: "Community", + discord: true, + console: false, + email: false, + dedicatedContact: false, + }, + { + platformPlan: "Pro", + supportPlan: "Standard", + discord: true, + console: true, + email: true, + dedicatedContact: false, + }, + { + platformPlan: "Business", + supportPlan: "Business", + discord: true, + console: true, + email: true, + dedicatedContact: false, + }, + { + platformPlan: "Enterprise", + supportPlan: "Dedicated", + discord: true, + console: true, + email: true, + dedicatedContact: true, + }, +]; + +const responseTimes = [ + { + platformPlan: "Starter", + supportPlan: "Community", + responseTime: + "No guaranteed response time. We strive to reply to all requests within 3 business days.", + }, + { + platformPlan: "Pro", + supportPlan: "Standard", + responseTime: "2 business days", + }, + { + platformPlan: "Business", + supportPlan: "Business", + responseTime: "1 business hour", + }, + { + platformPlan: "Enterprise", + supportPlan: "Dedicated", + responseTime: "Custom", + }, +]; + +const severityLevels = [ + { + level: "P1 - Urgent priority", + definition: + "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.", + }, + { + level: "P2 - High priority", + definition: + "Significant disruption. Issue resulting in impacted major functionality or significant performance degradation, impacting a significant portion of the user base.", + }, + { + level: "P3 - Normal priority", + definition: + "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.", + }, + { + level: "P4 - Low priority", + definition: + "Minor issue / feature request. An information request about Prisma or a feature request.", + }, +]; + +const publicHolidays = [ + "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)", +]; + +export const metadata = createPageMetadata({ + title: "Prisma Support Policy | Prisma", + description: + "Read the Prisma Support Policy, including support channels, response times, severity levels, and business hours.", + path: "/support-policy", + ogImage: "/og/og-support.png", +}); + +function SupportPolicyTableCheck({ enabled }: { enabled: boolean }) { + return enabled ? Yes : -; +} + +export default function SupportPolicyPage() { + return ( +
+
+
+
+
+
+ + Support +
+

+ 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 + + + + + {supportChannels.map((row) => ( + + + {row.platformPlan} + + + {row.supportPlan} + + + + + + + + + + + + + + + ))} + +
+
+
+ +
+
+

+ 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 + + + + + {responseTimes.map((row) => ( + + + {row.platformPlan} + + + {row.supportPlan} + + + {row.responseTime} + + + ))} + +
+
+
+ +
+

+ 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 + + + + + {severityLevels.map((row) => ( + + + {row.level} + + + {row.definition} + + + ))} + +
+
+
+ +
+

+ Definitions and terminology +

+
    +
  1. + Production Environment means an environment + serving your end-users or customers. +
    2. +
  2. + Initial Response means an initial response to + a support request that, at a minimum, acknowledges receipt of + the request. +
    3. +
  3. + Support Services means the product and + services support that Prisma has agreed to provide to you, the + customer. +
    4. +
  4. + 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. +
    5. +
  5. + 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. +
    6. +
+

+ 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 +

+
    + {publicHolidays.map((holiday) => ( +
  • {holiday}
    • + ))} +
+

+ Prisma reserves the right to update this Support Policy. +

+
+
+
+
+
+ ); +} diff --git a/apps/site/src/app/terms/page.tsx b/apps/site/src/app/terms/page.tsx index 3b077de0b1..df7675db2f 100644 --- a/apps/site/src/app/terms/page.tsx +++ b/apps/site/src/app/terms/page.tsx @@ -14,7 +14,7 @@ export default function TermsPage() { return (
{/* Hero */} -
+

Terms of Service

diff --git a/apps/site/vercel.json b/apps/site/vercel.json new file mode 100644 index 0000000000..a8496d1665 --- /dev/null +++ b/apps/site/vercel.json @@ -0,0 +1,24 @@ +{ + "$schema": "https://openapi.vercel.sh/vercel.json", + "redirects": [ + { "source": "/ab-debug", "destination": "/", "permanent": true }, + { "source": "/accelerate", "destination": "/", "permanent": true }, + { "source": "/data-platform/proxy", "destination": "/", "permanent": true }, + { "source": "/day", "destination": "/", "permanent": true }, + { "source": "/day-2019", "destination": "/", "permanent": true }, + { "source": "/day-2020", "destination": "/", "permanent": true }, + { "source": "/day-2021", "destination": "/", "permanent": true }, + { "source": "/day/covid-accessibility", "destination": "/", "permanent": true }, + { "source": "/day/speakers", "destination": "/", "permanent": true }, + { "source": "/day/talks", "destination": "/", "permanent": true }, + { "source": "/day/workshops", "destination": "/", "permanent": true }, + { "source": "/enterprise-event-2021", "destination": "/", "permanent": true }, + { "source": "/global", "destination": "/postgres", "permanent": true }, + { "source": "/learn", "destination": "https://www.prisma.io/docs/guides", "permanent": true }, + { "source": "/partners/affiliates", "destination": "/", "permanent": true }, + { "source": "/playground", "destination": "/", "permanent": true }, + { "source": "/pricing/bring-your-own-database", "destination": "/pricing", "permanent": true }, + { "source": "/react-server-components", "destination": "/", "permanent": true }, + { "source": "/serverless", "destination": "/", "permanent": true } + ] +} From 79f71cda6a852d9f7c9a82dd3e12293a974eade8 Mon Sep 17 00:00:00 2001 From: Mike Hartington Date: Thu, 2 Apr 2026 09:41:22 -0400 Subject: [PATCH 2/3] feat(site): update link --- apps/site/src/app/support-policy/page.tsx | 2 +- 1 file changed, 1 insertion(+), 1 deletion(-) diff --git a/apps/site/src/app/support-policy/page.tsx b/apps/site/src/app/support-policy/page.tsx index f50853ba61..6422eb0c0f 100644 --- a/apps/site/src/app/support-policy/page.tsx +++ b/apps/site/src/app/support-policy/page.tsx @@ -130,7 +130,7 @@ export default function SupportPolicyPage() {