Vendors › Palo Alto Networks
Palo Alto Networks SLA
99.99%
Uptime commitment
100%
Max service credit
1d
Claim window
Manual
Credit application
standard
Min plan for SLA
Service credit policy
Calculation: tiered · Remedy: credit · Max 100%
| If monthly uptime falls below | Service credit |
|---|---|
| 99.99% | 10% |
| 99.9% | 25% |
| 99% | 100% |
How to claim
| Submission method | Support Portal — support.paloaltonetworks.com ↗ |
|---|---|
| Deadline (submission) | 1 days — CRITICAL: Submit within 24 HOURS of outage start - SHORTEST DEADLINE |
| Review timeline | 30 business days |
| Credit applied | Applied to next invoice |
Required evidence: Account ID, Affected services, Incident timestamps, Impact description.
Services (5)
| Service | Category | Uptime | SLA |
|---|---|---|---|
| Cortex XDR Extended detection and response | XDR | 99.99% | eligible |
| Cortex XSOAR Security orchestration | SOAR | 99.99% | eligible |
| Next-Gen Firewall Cloud-delivered firewall | Firewall | 99.99% | eligible |
| Prisma Access Secure access service edge | SASE | 99.99% | eligible |
| Prisma Cloud Cloud-native security platform | Cloud Security | 99.99% | eligible |
Support tiers
| Tier | Price | SLA-eligible | Availability |
|---|---|---|---|
| Standard | Included | Yes | Business hours |
| Enterprise | Custom | Yes | 24/7 |
Common exclusions
- Scheduled maintenance
- Force majeure events
- Customer misconfigurations
- Free tier services
- Beta features
Notes
Palo Alto Networks is a Security & Identity provider. See the official SLA at https://www.paloaltonetworks.com/legal.
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