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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
5d
Claim window
Credit
Remedy
Standard
Min plan
How to claim
Submission
Support ticket · proofpoint.com/us/legal/license
Deadline
5 days of incident
Credit applied
Applied to next subscription period fees
Required evidence: Specific SLA claimed, Incident details and timeframes, Number of impacted users, Affected email with original Proofpoint headers (if requested), Ping and trace routes
Common exclusions
Scheduled Maintenance Window
Emergency Maintenance
Force Majeure events
Use of the Service outside the scope of the Agreement
Customer equipment or third-party software/hardware/network outside Proofpoint's data center
Customer failure to meet configuration requirements
End-of-life products or software versions
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
Proofpoint Essentials
Email filtering and protection
Email Security
99.999%
covered
Targeted Attack Protection
Advanced threat protection
Threat Protection
99.999%
covered
Threat Response
Automated threat response
Incident Response
99.99%
covered
Enterprise Archive
Email archiving and eDiscovery
Compliance
99.9%
covered
Security Awareness Training
Phishing simulation and training
Training
99.9%
covered
Notes — Proofpoint is a Security & Identity provider. See the official SLAs at https://www.proofpoint.com/us/legal/license.
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