Prisma Service Level Agreement

Last updated: March 11, 2024
Commitment to Service

Prisma strives to ensure reliable access to our services, aiming to maintain a Monthly Uptime Percentage (as defined below) of no less than 99.95% for all billing cycles each month. This is our assurance of service availability to our users (referred to as the "Service Commitment").

Glossary of Terms

For clarity and understanding, the following terms are defined as such:

  • Monthly Uptime Percentage”: means the percentage of continuous 5 minute periods of Downtime during the month divided by the total number of 5 minutes periods in a month.
  • Downtime”: means more than a five percent Error Rate.
  • "Downtime Period": means a period of one or more consecutive minutes of Downtime. Partial minutes or intermittent Downtime for a period of less than one minute will not be counted towards any Downtime Periods.
  • Error Rate”: This is calculated by dividing the quantity of Valid Requests that return a response with an HTTP Status 5XX and Code "Internal Error" by the total number of requests in the same time frame minus identical requests that do not conform to the Back-Off Requirements and subject to a minimum of 100 requests.
  • Back-Off Requirements”: This protocol necessitates a pause between consecutive error-triggered requests. The required wait time starts at a minimum of 1 second and can exponentially increase to a maximum of 32 seconds with each consecutive error.
  • "Valid Requests": are requests sent to a Prisma service that conform to the documentation, and that would normally result in a non-error response.
Service Credits

This is a dollar-denominated credit that may be applied to an eligible Prisma workspace, as calculated and determined in accordance with the conditions outlined below.

Should Prisma Services experience a Downtime Period, we offer compensation through Service Credits, calculated as a percentage of the total monthly service fees paid for the affected service. This calculation does not include any one-time or prepaid charges, nor does it account for any fees related to professional services, technical support, or maintenance.

  • A monthly uptime percentage of 99% to 99.95% will result in a 10% service credit percentage
  • A monthly uptime percentage of < 99% will result in a 25% service credit percentage

Service Credits accrued can only be applied to future payments for Prisma Services. Service Credits are non-refundable and cannot be exchanged for cash or other forms of payment. To be applicable, the Service Credit for a particular billing cycle must exceed one dollar ($1 USD). Service Credits are non-transferable and cannot be applied to any account other than the one experiencing the Downtime Period. The Terms of Service stipulate that the allocation of a Service Credit is your exclusive remedy for any failure on our part to deliver the agreed level of service.

Exclusions from Service Commitment

The Service Commitment does not cover situations where Prisma Services are unavailable, suspended, or performing sub-optimally due to:

  • Factors beyond our reasonable control, including, but not limited to, acts of nature, or Internet connectivity issues.
  • Your actions or negligence, as well as the actions or negligence of third parties.
  • Failures of your equipment, software, or other technologies, and/or third party equipment, software, or technologies (excluding equipment within our immediate control).
  • Our enforcement of policies, including suspension or termination of your access to Prisma Services, particularly in cases of breach of the Terms of Service.

We reserve the right, at our discretion, to issue a Service Credit in situations where factors not included in the Monthly Uptime Percentage calculation affect service availability.

Procedure for Credit Requests and Payments

To submit a claim for a Service Credit, follow these steps in the Prisma Platform Console:

  1. Set the issue category to "Billing".
  2. Clearly state "SLA Credit Request" in the issue summary.
  3. Provide specific date and time of the Downtime Period you are reporting.
  4. List the URLs of the affected Prisma Services.
  5. Attach request logs that validate your claim and detail the errors experienced (ensure that any confidential or sensitive information is redacted).

Claims must be submitted within two billing cycles following the incident, and must include all required information to qualify for a Service Credit. If your claim is validated and the Monthly Uptime Percentage falls below the Service Commitment, the Service Credit will be issued within one billing cycle following the month of claim validation. Incomplete or inaccurate claims will render you ineligible for a Service Credit.


Pulse Exclusions

Pulse offers “at least once” semantics and does not currently guarantee event delivery, including but not limited to “at most once” or “exactly once” guarantees.