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Credit-backed
Publishes an SLA backed by tiered service credits: 99.95% uptime, credits up to 20%.
Source: official SLA ↗ · checked 2026-06-24 · View as JSON
99.95%
Uptime
20%
Max credit
14d
Claim window
Credit
Remedy
Standard
Min plan
How to claim
Submission
Support ticket · cyberark-customers.force.com/s/
Deadline
14 days of incident
Credit applied
Applied as credit against future fees; refundable if subscription not renewed and no outstanding payments
Required evidence: Detailed description of the claimed unavailability, Dates and times of unavailability
Common 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 tiers complementary, not the SLA
Standard
SLA-eligible
Included · Business hours
Premier
SLA-eligible
Custom · 24/7
Per-service SLAs · 1
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
CyberArk Privilege Cloud
SaaS-delivered privileged access management (PAM) platform
Security & Identity
99.95%
covered
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.
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