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Credit-backed
Publishes an SLA backed by tiered service credits: 99.999% uptime, credits up to 100%.
Source: official SLA ↗ · checked 2026-06-23 · View as JSON
99.999%
Uptime
100%
Max credit
1d
Claim window
Credit
Remedy
Standard
Min plan
How to claim
Submission
Support Portal · support.paloaltonetworks.com
Deadline
1 days of incident
Review timeline
30 business days
Credit applied
Applied to next invoice
Required evidence: Account ID, Affected services, Incident timestamps, Impact description
Common exclusions
Scheduled and unplanned maintenance windows
High Availability and scaling events
Force majeure / third-party events
Customer / ISP / third-party equipment, networks or software
Customer misconfigurations and inadequate licensing
Beta, Test, Preview features (not generally available)
Trials and evaluations provided at no cost
Support tiers complementary, not the SLA
Standard
SLA-eligible
Included · Business hours
Enterprise
SLA-eligible
Custom · 24/7
Per-service SLAs · 5
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
Prisma Access
Secure access service edge
SASE
99.999%
covered
Cloud NGFW for AWS
Cloud-delivered next-generation firewall
Firewall
99.99%
covered
Cortex XDR
Extended detection and response
XDR
99.9%
covered
Cortex XSOAR
Security orchestration
SOAR
99.9%
covered
Prisma Cloud
Cloud-native security platform
Cloud Security
99.9%
covered
Notes — Palo Alto Networks is a Security & Identity provider. Each cloud-delivered service has its own published SLA; see the SLA list at paloaltonetworks.com/services/support/support-policies.
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