Prefect scope of support

This page describes what Prefect's Solutions Engineering team can help with, what falls outside its scope, and where to go for everything else. Clear boundaries help resolve issues quickly. When a request is out of scope, the team directs you to the appropriate resource.

Support entitlement

Offering	Support tiers	Channel
Prefect Open Source, FastMCP, and the Prefect Cloud free tier	—	Prefect Community Slack, GitHub, Prefect documentation, and FastMCP documentation
Prefect Cloud	Starter / Team	Ticketed support with no response-time commitments
Prefect Cloud	Bronze / Silver / Gold	Email; support portal at Silver and above; response times and coverage hours per your agreement
Prefect Horizon	Bronze / Silver	Email; support portal at Silver; response times per your agreement
Prefect Customer-Managed	Priority / Premier	[email protected]; see the Customer-Managed scope of support

Bug reports and feature requests are always welcome on GitHub, on any plan.

In scope

Solutions Engineering assists with:

• Prefect product usage and configuration. Documented features of Prefect Cloud, Prefect Open Source, Horizon, and FastMCP, including work pools, deployments, automations, role-based access control (RBAC), and single sign-on (SSO).
• Troubleshooting Prefect-owned components. The Cloud control plane, Prefect server, workers, SDK, Horizon platform, FastMCP framework, and Prefect-maintained integrations.
• Best-practice guidance. Documented patterns for flows, deployments, work pools, and upgrade paths; the recommended way to configure Prefect for your execution environment; and technical onboarding and implementation planning sessions when included in your support tier.
• Defect escalation. Reproducing suspected bugs, triaging reported security vulnerabilities, and escalating confirmed defects and critical incidents to Engineering.
• Billing and account administration.

Issues on unsupported versions may require an upgrade as the first troubleshooting step.

Out of scope

Solutions Engineering does not provide assistance with:

• Your infrastructure. Prefect helps you configure Prefect to communicate with your infrastructure, but does not provision, debug, or tune it. This includes compute platforms such as Kubernetes, Amazon ECS, serverless platforms, and virtual machines; networking such as virtual private clouds, firewall rules, proxies, DNS, and TLS; and cloud accounts and identity and access management (IAM). Self-hosting customers on every plan remain responsible for operating their Prefect environment, including its database, scaling, and backups.
• Your code. Writing, debugging, or optimizing your flows, tasks, business logic, or custom MCP servers and tools. Errors raised by your code or its dependencies are the author's responsibility; Prefect reports those errors.
• Third-party software. Tools, libraries, databases, and services not owned by Prefect; community-maintained integrations; and modified or forked builds of Prefect software.
• Deep architectural consultation. Best-practice guidance is in scope, but deep consultative engagements or guidance on sizing, design, or the operational architecture of your infrastructure are not. A question that can be answered from documented patterns in a support ticket or onboarding session is support. A request that requires discovery of your environment, a design deliverable, or ongoing ownership of an outcome is consultation and project work.

For design, implementation, migrations, security work, training, or end-user support, Prefect Customer Engineering may be able to help. Contact your account team or customer success manager.

Shared responsibility model

Component	Prefect Open Source	Prefect Cloud (hybrid work pools)	Prefect Cloud (push work pools)	Prefect Cloud (managed work pools)	Prefect Horizon	FastMCP
Control plane / API	You	Prefect	Prefect	Prefect	Prefect	—
Execution infrastructure	You	You	You	Prefect	Prefect	You
Your code (flows, tasks, and MCP tools)	You	You	You	You	You	You
Networking from your environment	You	You	You	You	You	You
Third-party services	You	You	You	You	You	You

Support covers the cells marked Prefect, plus the documented behavior of Prefect software running in your environment.

Prefect Customer-Managed deployments follow a dedicated boundary. See the Customer-Managed scope of support.

Get help effectively

Tickets that include the expected and actual behavior, exact errors and logs, product versions, execution environment, and steps already tried are resolved faster.

For requests outside the support scope, use the following resources:

Issue	Where to go
Your infrastructure or third-party tools	The vendor's documentation and support, or your platform team
Code patterns and approaches	Prefect Community Slack
Design and implementation work	Prefect Customer Engineering, through your account team
Bug reports and feature requests	Prefect and FastMCP on GitHub

For common product issues, see How to troubleshoot Prefect Cloud.

<Note> This page describes Prefect's standard support offering. Contractual terms, including service-level agreements, are defined in your agreement with Prefect and control if there is a conflict. </Note>