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Cortex Service Level Agreement

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250 views

Cortex Service Level Agreement

Uploaded by

Atif Azhar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Cortex Products

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.

Cortex XDR™, Cortex XSOAR ™, AutoFocus, and Expanse hosted services shall be available 99% of the
time, measured monthly excluding scheduled maintenance. Further, any downtime1 resulting from
outages of third-party connections or utilities or other reasons beyond the control of Palo Alto Networks
will be excluded.

Customer’s sole and exclusive remedy and the entire liability of Palo Alto Networks, in connection with
Cortex product service availability, shall be to credit Customer 2% of monthly service fees (downtime
credit) for each breach. A breach is defined as a period of 60 consecutive minutes of downtime.
Downtime shall begin to accrue as soon as Customer notifies Palo Alto Networks that the Service is down
and will continue to accrue until service is restored.

1Delays in data log ingestion is not considered downtime.

Cortex by Palo Alto Networks | Cortex Service Level Agreement | Datasheet 1


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

Support Response Time


Severity Description Standard Premium

Service is down, critically affects Customer


1 production environment. No workaround ≤ 2 hours ≤ 1 hour
available yet.

Service is impaired, Customer production up,


2 but impacted. No workaround available yet. ≤ 4 hours ≤ 2 hours

A Service function has failed, Customer


3 production not affected. Support if aware of ≤ 12 hours ≤ 4 hours
the issue and a workaround is available.

Non-critical issue. Does not impact Customer


business. Feature, information, ≤8
4 ≤ 48 hours business
documentation, how-to and enhancement
requests from Customer. hours

More Information
2015–2020: Palo Alto Networks,
To learn more about Palo Alto Networks Support Inc. has been recognized by J.D.
o erings, visit paloaltonetworks.com/support or Power for six consecutive years for
contact your local account manager. For product providing “An Outstanding Customer
information, visit paloaltonet-works.com/products. Service Experience” for its Assisted
Technical Support.

Why Palo Alto Networks?


Palo Alto Networks is committed to your success in
2015–2020: TSIA certification
prevent-ing successful cyberattacks. Our award-winning recognizes that Palo Alto
services and support organization gives you timely Networks meets the highest
access to technical experts and online resources to industry support standards
ensure your business is pro-tected. We take our and has achieved Global Rated
Outstanding Assisted Support
responsibility for your success seriously and
for a sixth consecutive year.
continuously strive to deliver an exceptional customer
experience. Our entire services organization and
Authorized Support Centers are there to ensure
maximum uptime and streamlined operations.

3000 Tannery Way © 2021 Palo Alto Networks, Inc. Palo Alto Networks is a registered trademark
of Palo Alto Networks. A list of our trademarks can be found at https://
Santa Clara, CA 95054
www.paloaltonetworks.com/company/trademarks.html. All other marks
Main: +1.408.753.4000 mentioned herein may be trademarks of their respective companies. cortex_
Sales: +1.866.320.4788 ds_Cortex_SLA_021521

Support: +1.866.898.9087
www.paloaltonetworks.com

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