{
  "schema_version": "1.2.0",
  "generated_at": "2026-06-25T00:38:55.498Z",
  "last_modified": "2026-06-24",
  "result": {
    "slug": "cyberark",
    "name": "CyberArk",
    "vendor": "CyberArk Software Ltd.",
    "website": "https://www.cyberark.com",
    "category": "security-and-identity",
    "category_name": "Security & Identity",
    "tags": [],
    "sla_url": "https://www.cyberark.com/maintenance-support-terms.pdf",
    "last_verified": "2026-06-24",
    "sla_status": "credit",
    "sla_status_label": "Credit-backed",
    "sla_help_wanted": false,
    "status_page": null,
    "scope": "global",
    "uptime": 99.95,
    "max_credit_percent": 20,
    "max_credit": {
      "kind": "capped",
      "label": "20%",
      "value": 20,
      "unit": "percent"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "standard",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "tiered",
      "remedy": "credit",
      "max_credit_percent": 20,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": []
    },
    "claim_process": {
      "deadline_days": 14,
      "deadline_basis": "billing_cycle_end",
      "business_days": false,
      "method": "Support ticket",
      "url": "https://cyberark-customers.force.com/s/",
      "required_evidence": [
        "Detailed description of the claimed unavailability",
        "Dates and times of unavailability"
      ],
      "review_days": null,
      "credit_application": "Applied as credit against future fees; refundable if subscription not renewed and no outstanding payments"
    },
    "exclusions": [
      "Scheduled maintenance windows (weekly Sunday maintenance in each region)",
      "Force majeure events",
      "Internet or electrical disruptions outside CyberArk's control",
      "Customer network or on-premises issues",
      "Attacks or misuse",
      "CyberArk suspension or termination of access",
      "On-premises deployments (SaaS only)"
    ],
    "support": null,
    "support_tiers": [
      {
        "name": "Standard",
        "slug": "standard",
        "price": "Included",
        "sla_eligible": true,
        "response_time": null
      },
      {
        "name": "Premier",
        "slug": "premier",
        "price": "Custom",
        "sla_eligible": true,
        "response_time": null
      }
    ],
    "sla_tiers": [],
    "services": [
      {
        "id": "privilege-cloud",
        "name": "CyberArk Privilege Cloud",
        "category": "security-and-identity",
        "description": "SaaS-delivered privileged access management (PAM) platform",
        "sla_url": "https://www.cyberark.com/maintenance-support-terms.pdf",
        "uptime": 99.95,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-24",
        "credit_policy": null
      }
    ],
    "notes": "CyberArk Privilege Cloud SaaS carries a 99.95% uptime commitment. The claim window is an unusually short 14 calendar days after month-end — among the shortest in the industry. Credits are refundable if the subscription is not renewed with no outstanding balance. Credit tier percentages require direct verification from the primary SLA document."
  }
}