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mhartington merged 3 commits into from
Apr 2, 2026
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feat(site): support policy page #7748

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c6ba1c0
feat(site): support policy page
mhartington Apr 2, 2026
79f71cd
feat(site): update link
mhartington Apr 2, 2026
9444855
fix(site): address support policy review feedback
mhartington Apr 2, 2026
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365 changes: 365 additions & 0 deletions apps/site/src/app/support-policy/page.tsx
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import { Button, Table, TableBody, TableCell, TableHead, TableHeader, TableRow } from "@prisma/eclipse";
import {
publicHolidays,
responseTimes,
severityLevels,
supportChannels,
} from "@/data/support-policy";
import { createPageMetadata } from "@/lib/page-metadata";

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 ? <span aria-label="Included">Yes</span> : <span aria-label="Not included">-</span>;
}

export default function SupportPolicyPage() {
return (
<main className="flex-1 w-full z-1 bg-background-default">
<div className="hero -mt-24 pt-40 flex items-end justify-center px-4 relative">
<div className="absolute inset-0 pointer-events-none z-1 bg-[linear-gradient(180deg,var(--color-foreground-orm)_0%,var(--color-background-default)_100%)] opacity-20" />
<div className="content relative z-2 my-12 py-12 flex flex-col gap-8">
<div className="flex flex-col gap-4 items-center text-center">
<div className="flex items-center gap-2 text-foreground-orm-weak uppercase tracking-widest text-sm font-sans-display font-black">
<i className="fa-regular fa-headset" />
<span>Support</span>
</div>
<h1 className="text-6xl [font-variation-settings:'wght'_900,'wdth'_125] mb-0 mt-0 font-sans-display text-foreground-neutral">
Prisma Support Policy
</h1>
</div>
<p className="text-center text-foreground-neutral max-w-3xl mx-auto text-xl">
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.
</p>
<div className="flex flex-col md:flex-row gap-4 items-center justify-center">
<Button
variant="orm"
href="https://www.prisma.io/docs"
size="3xl"
className="font-sans-display! font-[650]"
>
<span>Read the docs</span>
<i className="fa-regular fa-book-open ml-2" />
</Button>
<Button
variant="default-stronger"
href="/support"
size="3xl"
className="font-sans-display! font-[650]"
>
<span>Visit support</span>
<i className="fa-regular fa-arrow-right ml-2" />
</Button>
</div>
</div>
</div>

<section className="px-4 pb-20">
<div className="mx-auto flex max-w-[996px] flex-col gap-12">
<div className="rounded-2xl border border-stroke-neutral bg-background-default p-6 md:p-8">
<div className="flex flex-col gap-4 text-base leading-7 text-foreground-neutral-weak [&_a]:text-foreground-orm-strong [&_a]:underline [&_a]:underline-offset-3">
<p className="m-0">
Getting help when you need it is an essential part of developer
experience, just like great tooling, docs, or a great API are.
</p>
<p className="m-0">
To resolve issues with our products, we recommend starting with
our comprehensive{" "}
<a href="https://prisma.io/docs">documentation</a>.
Additionally, our Ask AI feature within the docs is available to
assist all users and customers.
</p>
</div>
</div>

<section className="flex flex-col gap-4">
<h2 className="m-0 text-3xl text-foreground-neutral font-sans-display [font-variation-settings:'wght'_900]">
Support Services for Prisma ORM
</h2>
<div className="flex flex-col gap-4 text-base leading-7 text-foreground-neutral-weak [&_a]:text-foreground-orm-strong [&_a]:underline [&_a]:underline-offset-3">
<p className="m-0">
Support for Prisma's open-source software, including{" "}
<a href="https://github.com/prisma/prisma">Prisma ORM</a>, is
provided through our community channels on{" "}
<a href="https://github.com/prisma/prisma/discussions">
GitHub
</a>{" "}
and <a href="https://pris.ly/discord">Discord</a>.
</p>
<p className="m-0">
Prisma also offers custom support packages for enterprises and
solutions providers.
</p>
</div>
</section>

<section className="flex flex-col gap-4">
<h2 className="m-0 text-3xl text-foreground-neutral font-sans-display [font-variation-settings:'wght'_900]">
Support Services for Prisma Data Platform
</h2>
<p className="m-0 text-base leading-7 text-foreground-neutral-weak [&_a]:text-foreground-orm-strong [&_a]:underline [&_a]:underline-offset-3">
Prisma provides support for Prisma Data Platform customers based
on their selected plan. More details are available on our{" "}
<a href="https://prisma.io/pricing">pricing page</a>.
</p>
</section>

<section className="flex flex-col gap-6">
<div className="flex flex-col gap-2">
<h2 className="m-0 text-3xl text-foreground-neutral font-sans-display [font-variation-settings:'wght'_900]">
Support Channels
</h2>
<p className="m-0 text-base leading-7 text-foreground-neutral-weak">
Whenever possible, we recommend contacting us through the
built-in integration on{" "}
<a
href="https://console.prisma.io"
className="text-foreground-orm-strong underline underline-offset-3"
>
console.prisma.io
</a>{" "}
instead of direct email support. It gives us additional context
and helps us respond faster and more accurately.
</p>
</div>

<div className="overflow-hidden rounded-2xl border border-stroke-neutral">
<Table className="table-fixed">
<TableHeader className="[&_tr]:border-b border-stroke-neutral">
<TableRow className="hover:bg-transparent">
<TableHead className="text-foreground-neutral">
Platform plan
</TableHead>
<TableHead className="text-foreground-neutral">
Support plan
</TableHead>
<TableHead className="text-foreground-neutral">
Discord
</TableHead>
<TableHead className="text-foreground-neutral">
Contact via Console
</TableHead>
<TableHead className="text-foreground-neutral">
Email via support@prisma.io
</TableHead>
<TableHead className="text-foreground-neutral">
Dedicated contact
</TableHead>
</TableRow>
</TableHeader>
<TableBody>
{supportChannels.map((row) => (
<TableRow key={row.platformPlan} className="hover:bg-transparent">
<TableCell className="font-semibold text-foreground-neutral">
{row.platformPlan}
</TableCell>
<TableCell className="text-foreground-neutral-weak">
{row.supportPlan}
</TableCell>
<TableCell className="text-foreground-neutral-weak">
<SupportPolicyTableCheck enabled={row.discord} />
</TableCell>
<TableCell className="text-foreground-neutral-weak">
<SupportPolicyTableCheck enabled={row.console} />
</TableCell>
<TableCell className="text-foreground-neutral-weak">
<SupportPolicyTableCheck enabled={row.email} />
</TableCell>
<TableCell className="text-foreground-neutral-weak">
<SupportPolicyTableCheck enabled={row.dedicatedContact} />
</TableCell>
</TableRow>
))}
</TableBody>
</Table>
</div>
</section>

<section className="flex flex-col gap-6">
<div className="flex flex-col gap-2">
<h2 className="m-0 text-3xl text-foreground-neutral font-sans-display [font-variation-settings:'wght'_900]">
Response Times
</h2>
<p className="m-0 text-base leading-7 text-foreground-neutral-weak">
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.
</p>
</div>

<div className="overflow-hidden rounded-2xl border border-stroke-neutral">
<Table className="table-fixed">
<TableHeader className="[&_tr]:border-b border-stroke-neutral">
<TableRow className="hover:bg-transparent">
<TableHead className="text-foreground-neutral">
Platform plan
</TableHead>
<TableHead className="text-foreground-neutral">
Support plan
</TableHead>
<TableHead className="text-foreground-neutral">
Response time
</TableHead>
</TableRow>
</TableHeader>
<TableBody>
{responseTimes.map((row) => (
<TableRow key={row.platformPlan} className="hover:bg-transparent">
<TableCell className="font-semibold text-foreground-neutral">
{row.platformPlan}
</TableCell>
<TableCell className="text-foreground-neutral-weak">
{row.supportPlan}
</TableCell>
<TableCell className="text-foreground-neutral-weak">
{row.responseTime}
</TableCell>
</TableRow>
))}
</TableBody>
</Table>
</div>
</section>

<section className="flex flex-col gap-4">
<h2 className="m-0 text-3xl text-foreground-neutral font-sans-display [font-variation-settings:'wght'_900]">
Business Hours
</h2>
<div className="flex flex-col gap-4 text-base leading-7 text-foreground-neutral-weak">
<p className="m-0">
Our business hours are 9am-5pm CET on regular weekdays, Monday
to Friday, except for public holidays in Germany.
</p>
<p className="m-0">
We provide additional coverage under our dedicated support plans
for customers on our Enterprise plan.
</p>
</div>
</section>

<section className="flex flex-col gap-8">
<div className="flex flex-col gap-4">
<h2 className="m-0 text-3xl text-foreground-neutral font-sans-display [font-variation-settings:'wght'_900]">
Additional Information
</h2>
</div>

<div className="flex flex-col gap-6">
<h3 className="m-0 text-2xl text-foreground-neutral font-sans-display font-bold">
Severity levels
</h3>
<p className="m-0 text-base leading-7 text-foreground-neutral-weak">
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.
</p>
<div className="overflow-hidden rounded-2xl border border-stroke-neutral">
<Table className="table-fixed">
<TableHeader className="[&_tr]:border-b border-stroke-neutral">
<TableRow className="hover:bg-transparent">
<TableHead className="text-foreground-neutral">
Level
</TableHead>
<TableHead className="text-foreground-neutral">
Definition
</TableHead>
</TableRow>
</TableHeader>
<TableBody>
{severityLevels.map((row) => (
<TableRow key={row.level} className="hover:bg-transparent">
<TableCell className="font-semibold text-foreground-neutral">
{row.level}
</TableCell>
<TableCell className="text-foreground-neutral-weak">
{row.definition}
</TableCell>
</TableRow>
))}
</TableBody>
</Table>
</div>
</div>

<div className="flex flex-col gap-4">
<h3 className="m-0 text-2xl text-foreground-neutral font-sans-display font-bold">
Definitions and terminology
</h3>
<ol className="m-0 pl-6 text-base leading-7 text-foreground-neutral-weak">
<li>
<strong>Production Environment</strong> means an environment
serving your end-users or customers.
</li>
<li>
<strong>Initial Response</strong> means an initial response to
a support request that, at a minimum, acknowledges receipt of
the request.
</li>
<li>
<strong>Support Services</strong> means the product and
services support that Prisma has agreed to provide to you, the
customer.
</li>
<li>
<strong>Workaround</strong> 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.
</li>
<li>
<strong>Unscheduled Service Outage</strong> 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.
</li>
</ol>
<p className="m-0 text-base leading-7 text-foreground-neutral-weak [&_a]:text-foreground-orm-strong [&_a]:underline [&_a]:underline-offset-3">
More information is available in our{" "}
<a href="https://pris.ly/privacy">Privacy Policy</a> and{" "}
<a href="https://pris.ly/terms">Terms of Service</a>.
</p>
</div>

<div className="flex flex-col gap-4">
<h3 className="m-0 text-2xl text-foreground-neutral font-sans-display font-bold">
Etiquette
</h3>
<p className="m-0 text-base leading-7 text-foreground-neutral-weak [&_a]:text-foreground-orm-strong [&_a]:underline [&_a]:underline-offset-3">
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{" "}
<a href="https://pris.ly/code-conduct">Code of Conduct</a>.
</p>
</div>

<div className="flex flex-col gap-4">
<h3 className="m-0 text-2xl text-foreground-neutral font-sans-display font-bold">
List of Public Holidays
</h3>
<ul className="m-0 pl-6 text-base leading-7 text-foreground-neutral-weak">
{publicHolidays.map((holiday) => (
<li key={holiday}>{holiday}</li>
))}
</ul>
<p className="m-0 text-base leading-7 text-foreground-neutral-weak">
Prisma reserves the right to update this Support Policy.
</p>
</div>
</section>
</div>
</section>
</main>
);
}
2 changes: 1 addition & 1 deletion apps/site/src/app/terms/page.tsx
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Original file line number Diff line number Diff line change
Expand Up @@ -14,7 +14,7 @@ export default function TermsPage() {
return (
<main className="flex-1 w-full z-1 -mt-24 relative legal-hero-gradient">
{/* Hero */}
<div className="text-center pb-16 pt-40">
<div className="text-center pb-16 pt-40 my-24">
<h1 className="text-5xl md:text-6xl font-bold font-sans-display text-foreground-neutral mb-6">
Terms of Service
</h1>
Expand Down
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