{
  "slug": "palo-alto-networks",
  "name": "Palo Alto Networks",
  "vendor": "Palo Alto Networks",
  "website": "https://www.paloaltonetworks.com",
  "category": "security-and-identity",
  "category_name": "Security & Identity",
  "tags": [],
  "sla_url": "https://www.paloaltonetworks.com/legal",
  "last_verified": "2025-12-20",
  "status_page": null,
  "scope": "global",
  "default_credit_policy": {
    "calculation": "tiered",
    "remedy": "credit",
    "max_credit_percent": 100,
    "automatic": false,
    "credit_tiers": [
      {
        "below": 99.99,
        "credit": 10
      },
      {
        "below": 99.9,
        "credit": 25
      },
      {
        "below": 99,
        "credit": 100
      }
    ]
  },
  "claim_process": {
    "deadline_days": 1,
    "deadline_basis": "incident_date",
    "business_days": false,
    "method": "Support Portal",
    "url": "https://support.paloaltonetworks.com",
    "required_evidence": [
      "Account ID",
      "Affected services",
      "Incident timestamps",
      "Impact description"
    ],
    "review_days": 30,
    "credit_application": "Applied to next invoice"
  },
  "exclusions": [
    "Scheduled maintenance",
    "Force majeure events",
    "Customer misconfigurations",
    "Free tier services",
    "Beta features"
  ],
  "support_tiers": [
    {
      "name": "Standard",
      "slug": "standard",
      "price": "Included",
      "sla_eligible": true,
      "response_time": "< 24 hours"
    },
    {
      "name": "Enterprise",
      "slug": "enterprise",
      "price": "Custom",
      "sla_eligible": true,
      "response_time": "< 1 hour"
    }
  ],
  "services": [
    {
      "id": "pan-cortex-xdr",
      "name": "Cortex XDR",
      "category": "xdr",
      "description": "Extended detection and response",
      "sla_url": "https://www.paloaltonetworks.com/legal-notices/cloud-agreement",
      "uptime": 99.99,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "pan-cortex-xsoar",
      "name": "Cortex XSOAR",
      "category": "soar",
      "description": "Security orchestration",
      "sla_url": "https://www.paloaltonetworks.com/legal-notices/cloud-agreement",
      "uptime": 99.99,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "pan-ngfw",
      "name": "Next-Gen Firewall",
      "category": "firewall",
      "description": "Cloud-delivered firewall",
      "sla_url": "https://www.paloaltonetworks.com/legal-notices/cloud-agreement",
      "uptime": 99.99,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "pan-prisma-access",
      "name": "Prisma Access",
      "category": "sase",
      "description": "Secure access service edge",
      "sla_url": "https://www.paloaltonetworks.com/legal-notices/cloud-agreement",
      "uptime": 99.99,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "pan-prisma-cloud",
      "name": "Prisma Cloud",
      "category": "cloud-security",
      "description": "Cloud-native security platform",
      "sla_url": "https://www.paloaltonetworks.com/legal-notices/cloud-agreement",
      "uptime": 99.99,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    }
  ],
  "notes": "Palo Alto Networks is a Security & Identity provider. See the official SLA at [https://www.paloaltonetworks.com/legal](https://www.paloaltonetworks.com/legal).\n\n<!-- Add human-readable notes about Palo Alto Networks's SLA nuances here. -->"
}