Prisma Cloud

Service-Level Agreement
All capitalized terms not defined herein shall have the same meaning as set
forth in the Palo Alto Networks End User Agreement.

Prisma™ Cloud services shall be available 99.9% of the time, measured

monthly excluding scheduled maintenance. If Customer requests
maintenance during these hours, any uptime or downtime calculation will
exclude periods affected by such maintenance. Further, any downtime
resulting from outages of third-party connections or utilities or other reasons
beyond the control of Palo Alto Networks will also be excluded from any such
calculation. Customer’s sole and exclusive remedy and the entire liability of
Palo Alto Networks, in connection with Prisma Cloud service availability,
shall be to credit Customer 2% of monthly service fees (downtime credit) for
each period of 60 consecutive minutes of downtime, provided that no more
than one such credit will accrue per day. Downtime shall begin to accrue as
soon as Customer notifies Palo Alto Networks that downtime is taking place
and will continue to accrue until service is restored.

Prisma by Palo Alto Networks | Prisma Cloud Service-Level Agreement | Datasheet 1

In order to receive downtime credit, the customer must ­notify
Palo Alto Networks in writing within 24 hours from the time
of downtime. Failure to provide such notice will forfeit the
right to receive downtime credit. Such credits may not be
­redeemed for cash and shall not be cumulative beyond a total
credit for one (1) week of service fees in any one (1) calendar
month. Blocking of data communications or other software as
a service (SaaS) by Palo Alto Networks in accordance with its
Information Security policies shall not constitute a failure to
provide adequate service under this Service-Level Agreement.
Palo Alto Networks will provide technical support based on
the Customer Success Plan purchased:
• Under the Standard plan, technical support is available via
the Prisma Cloud dashboard or the Support website.
• Under the Premium plan, technical support is available as
above and by phone 24 hours per day, 7 days per week.
Customer may initiate a helpdesk ticket via support.paloalto-
networks.com. Palo Alto Networks will use commercially rea-
sonable efforts to respond as follows:

Table 1: Support Response Times

Severity ­Description Standard Premium

A problem that severely impacts your use of the service in a production

environment, such as loss of production data or an issue wherein your
1 < 2 hour < 1 hour
production systems are not functioning. The situation halts your business
operations, and no procedural workaround exists.

A problem where the service is functioning but your use in a production

2 environment is severely reduced. The situation highly impacts portions of < 4 hours 2 hours
your business operations, and no procedural workaround exists.

A problem that involves partial, non-critical loss of use of the service in a

3 production environment, but your business continues to function, and a < 12 hours 4 hours
workaround is available.

A general usage question, reporting of a documentation error, or 8 business hours

4 < 48 hours
r­ ecommendation for a future product enhancement or modification.

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Santa Clara, CA 95054
Main: +1.408.753.4000
Sales: +1.866.320.4788
Support: +1.866.898.9087
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trademark of Palo Alto Networks. A list of our trademarks can be found at
https://www.paloaltonetworks.com/company/trademarks.html. All other
marks mentioned herein may be trademarks of their respective companies.
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