{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "ping-identity",
    "name": "Ping Identity",
    "vendor": "Ping Identity",
    "website": "https://www.pingidentity.com/en.html",
    "category": "security-and-identity",
    "category_name": "Security & Identity",
    "tags": [],
    "sla_url": "https://www.pingidentity.com/en/legal/support-policy.html",
    "last_verified": "2026-06-23",
    "sla_status": "credit",
    "sla_status_label": "Credit-backed",
    "sla_help_wanted": false,
    "status_page": null,
    "scope": "global",
    "uptime": 99.99,
    "max_credit_percent": null,
    "max_credit": {
      "kind": "uncapped",
      "label": "No stated cap",
      "value": null,
      "unit": "percent"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "standard",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "tiered",
      "remedy": "credit",
      "max_credit_percent": null,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": []
    },
    "claim_process": {
      "deadline_days": 30,
      "deadline_basis": "incident_date",
      "business_days": false,
      "method": "Support",
      "url": "https://support.pingidentity.com/s/",
      "required_evidence": [
        "Account ID",
        "Affected services",
        "Incident timestamps",
        "Impact description"
      ],
      "review_days": 30,
      "credit_application": "Applied to next invoice"
    },
    "exclusions": [
      "Scheduled maintenance",
      "Force majeure events",
      "Customer misconfigurations",
      "Free tier services",
      "Beta features"
    ],
    "support": {
      "tiers": [
        "Base",
        "Select",
        "Premium",
        "Elite"
      ],
      "has_24x7": true,
      "fastest_response": "15 min (Sev1, Elite)",
      "response_is_sla": false,
      "designated_contact": "tam",
      "architecture_review": false,
      "professional_services": true,
      "success_program": true,
      "training": true,
      "pricing": "custom",
      "source_url": "https://www.pingidentity.com/en/legal/support-policy.html",
      "note": "Elite includes a TAM up to 20 hrs/month; CSR at Select and above. Targets, not credit-backed. Phone + portal (no email per policy); Sev1 24x7 from Base. Named success resource at Select+, TAM hours at Elite."
    },
    "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": "pingaccess",
        "name": "PingAccess",
        "category": "access-management",
        "description": "API security gateway",
        "sla_url": "https://www.pingidentity.com/en/legal/support-policy.html",
        "uptime": 99.99,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "pingdirectory",
        "name": "PingDirectory",
        "category": "directory",
        "description": "Enterprise directory",
        "sla_url": "https://www.pingidentity.com/en/legal/support-policy.html",
        "uptime": 99.99,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "pingfederate",
        "name": "PingFederate",
        "category": "federation",
        "description": "Enterprise federation",
        "sla_url": "https://www.pingidentity.com/en/legal/support-policy.html",
        "uptime": 99.99,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "pingone-mfa",
        "name": "PingOne MFA",
        "category": "mfa",
        "description": "Cloud MFA",
        "sla_url": "https://www.pingidentity.com/en/legal/support-policy.html",
        "uptime": 99.99,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "pingone-sso",
        "name": "PingOne SSO",
        "category": "sso",
        "description": "Cloud single sign-on",
        "sla_url": "https://www.pingidentity.com/en/legal/support-policy.html",
        "uptime": 99.99,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "Ping Identity is a Security & Identity provider. The 99.99% uptime commitment is published in the official [Support Policy](https://www.pingidentity.com/en/legal/support-policy.html) (\"maintain Uptime Availability for the Service of 99.99%\", Section 1.1(c)). The previous SLA page (legal/sla.html) now returns HTTP 404. The service-credit tier table, maximum credit, claim deadline, and submission process are not published on any public pingidentity.com page (they are referenced as a \"Customer's entitlement to service credits\" but the terms live in contractual/login-gated documents), so those fields are unverified and flagged for review.\n\n<!-- Add human-readable notes about Ping Identity's SLA nuances here. -->"
  }
}