{ "schema_version": "1.2.0", "generated_at": "2026-09-09T01:12:48.605Z", "last_modified": "2026-06-23", "result": { "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/services/support/support-policies", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.999, "max_credit_percent": 100, "max_credit": { "kind": "capped", "label": "100%", "value": 100, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.999, "credit": 5 }, { "below": 99.99, "credit": 10 }, { "below": 99.9, "credit": 15 }, { "below": 99, "credit": 25 }, { "below": 98, "credit": 100 } ] }, "claim_process": { "deadline_days": 5, "deadline_basis": "incident_date", "business_days": true, "method": "Support Portal", "url": "https://support.paloaltonetworks.com/Support/Index", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 30, "credit_application": "Applied to next invoice" }, "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": [ "Standard", "Premium", "Platinum" ], "has_24x7": true, "fastest_response": "15 min (Sev1/Critical call, Platinum)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "percent_of_spend", "source_url": "https://www.paloaltonetworks.com/services/solution-assurance.html", "note": "TAM via Focused Services add-on; support priced as a percentage of product list. Targets, not credit-backed. 24x7 phone across tiers; Platinum adds a dedicated senior-engineer team and Focused Services." }, "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" } ], "sla_tiers": [], "services": [ { "id": "pan-cortex-xdr", "name": "Cortex XDR", "category": "xdr", "description": "Extended detection and response", "sla_url": "https://www.paloaltonetworks.com/content/dam/pan/en_US/assets/pdf/datasheets/support/cortex-service-level-agreement.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "pan-cortex-xsoar", "name": "Cortex XSOAR", "category": "soar", "description": "Security orchestration", "sla_url": "https://www.paloaltonetworks.com/content/dam/pan/en_US/assets/pdf/datasheets/support/cortex-service-level-agreement.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "pan-ngfw", "name": "Cloud NGFW for AWS", "category": "firewall", "description": "Cloud-delivered next-generation firewall", "sla_url": "https://www.paloaltonetworks.com/content/dam/pan/en_US/assets/pdf/datasheets/support/cloud-ngfw-for-aws-service-level-agreement.pdf", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "pan-prisma-access", "name": "Prisma Access", "category": "sase", "description": "Secure access service edge", "sla_url": "https://www.paloaltonetworks.com/content/dam/pan/en_US/assets/pdf/datasheets/support/prisma-access-service-sla.pdf", "uptime": 99.999, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "pan-prisma-cloud", "name": "Prisma Cloud", "category": "cloud-security", "description": "Cloud-native security platform", "sla_url": "https://www.paloaltonetworks.com/content/dam/pan/en_US/assets/pdf/datasheets/prisma/prisma-cloud-service-level-agreement.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "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](https://www.paloaltonetworks.com/services/support/support-policies).\n\n" } }