{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "proofpoint",
    "name": "Proofpoint",
    "vendor": "Proofpoint",
    "website": "https://www.proofpoint.com/us",
    "category": "security-and-identity",
    "category_name": "Security & Identity",
    "tags": [],
    "sla_url": "https://www.proofpoint.com/us/legal/license",
    "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": 25
        },
        {
          "below": 99,
          "credit": 50
        },
        {
          "below": 98,
          "credit": 100
        }
      ]
    },
    "claim_process": {
      "deadline_days": 5,
      "deadline_basis": "incident_date",
      "business_days": true,
      "method": "Support ticket",
      "url": "https://www.proofpoint.com/us/legal/license",
      "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"
      ],
      "review_days": null,
      "credit_application": "Applied to next subscription period fees"
    },
    "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": [
        "Standard",
        "Platinum",
        "Premium"
      ],
      "has_24x7": true,
      "fastest_response": null,
      "response_is_sla": false,
      "designated_contact": "tam",
      "architecture_review": false,
      "professional_services": true,
      "success_program": false,
      "training": true,
      "pricing": "percent_of_spend",
      "source_url": "https://www.proofpoint.com/us/support/technical-support-offerings",
      "note": "Platinum adds 24/7 phone for P1; Premium adds a designated TAM and proactive service. Portal 24/7; phone for P1 is business hours (Platinum) or 24x7x365 (Premium). Named TAM at Premium. (Note: Premium > Platinum.)"
    },
    "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": "archive",
        "name": "Enterprise Archive",
        "category": "compliance",
        "description": "Email archiving and eDiscovery",
        "sla_url": "https://www.proofpoint.com/sites/default/files/general_terms_hosted_services_sla_-_mar_2016.pdf",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "essentials",
        "name": "Proofpoint Essentials",
        "category": "email-security",
        "description": "Email filtering and protection",
        "sla_url": "https://www.proofpoint.com/sites/default/files/legal-documents/pfpt-en-proofpoint-essentials-sla.pdf",
        "uptime": 99.999,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "sat",
        "name": "Security Awareness Training",
        "category": "training",
        "description": "Phishing simulation and training",
        "sla_url": "https://www.proofpoint.com/us/legal/license",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "tap",
        "name": "Targeted Attack Protection",
        "category": "threat-protection",
        "description": "Advanced threat protection",
        "sla_url": "https://www.proofpoint.com/us/legal/license",
        "uptime": 99.999,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "trap",
        "name": "Threat Response",
        "category": "incident-response",
        "description": "Automated threat response",
        "sla_url": "https://www.proofpoint.com/us/legal/license",
        "uptime": 99.99,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "Proofpoint is a Security & Identity provider. See the official SLAs at [https://www.proofpoint.com/us/legal/license](https://www.proofpoint.com/us/legal/license).\n\n<!--\nProofpoint does not publish a single unified credit SLA. Instead it posts multiple service-specific SLAs on its License Terms page (https://www.proofpoint.com/us/legal/license), including the Hosted Services SLA and the Proofpoint Essentials SLA.\n\nFiltering System Availability is warranted at 99.999% (email connectivity on port 25). Service credits are a percentage of the monthly fee, tiered: <99.999% = 25%, <99.0% = 50%, <98.0% = 100%. Email Archiving availability is warranted at 99.9% (credit tiers 10/15/25%).\n\nCredits are not automatic: the customer must notify Proofpoint Customer Support via support ticket within five (5) business days of the SLA incident. Service credits are the sole and exclusive remedy.\n\nVerified 2026-06-19 against the Hosted Services SLA (Mar 2016) and Proofpoint Essentials SLA (May 2022). Some product-line uptime figures (SAT, TAP, TRAP) are flagged needs_review where no service-specific public uptime SLA was found.\n-->"
  }
}