Service Level Agreement

Prisma commits to maintaining a Monthly Uptime Percentage of at least 99.95% for each Covered Service. This commitment applies only to subscribers on the Pro, Business, and Enterprise plans.

Free Tier and Starter Plan participants are excluded from service credits and uptime assurances.

Key definitions used throughout this agreement:

• Covered Services: The commercially available Prisma Services that have reached general availability. Beta Services, as defined in the Terms of Service, are not Covered Services.
• Monthly Uptime Percentage: Continuous 5-minute downtime periods divided by total monthly 5-minute periods.
• Downtime: Exceeds 5% error rate threshold.
• Downtime Period: One or more consecutive minutes of downtime. Intermittent issues under 1 minute are excluded.
• Error Rate: Valid requests returning HTTP 5XX errors divided by total requests (minimum 100 requests).
• Back-Off Requirements: Mandatory pauses between error-triggered requests, starting at 1 second, exponentially increasing to 32 seconds maximum.
• Valid Requests: Requests conforming to documentation that normally produce non-error responses.

Compensation credits apply to future payments only. Credits are non-refundable and non-transferable. The minimum credit threshold is $1 USD.

Compensation structure:

• 10% credit for monthly uptime between 99% and 99.95%.
• 25% credit for monthly uptime below 99%.

The SLA does not cover unavailability caused by factors outside Prisma's reasonable control, including but not limited to:

• Uncontrollable external factors
• User negligence or misconfiguration
• Third-party service failures
• Actions taken in accordance with Prisma's policies
• Pre-GA (General Availability) features

Free Tier users receive no uptime guarantees. Starter Plan users lack SLA coverage. Early Access or Preview feature users are excluded from SLA protections. Services that are not Covered Services, including Beta Services as defined in the Terms of Service, are excluded from all SLA commitments.

To submit an SLA credit request, open a support ticket via the Prisma Platform Console with the category "Billing" and the title "SLA Credit Request."

Your request must include:

• Specific downtime dates and times
• Affected service URLs
• Redacted request logs demonstrating the issue

Claims must be submitted within two billing cycles of the incident. Credits will be issued within one billing cycle after validation.

SLA terms apply exclusively to Pro, Business, and Enterprise plan subscribers. Free Tier and Starter Plan users are not covered by this Service Level Agreement.