Palo Alto Networks

Advanced DNS Security Resolver Service Level Agreement

Service Level Agreement for Palo Alto Networks' Advanced DNS Security Resolver service, defining uptime availability commitments of 99.999% and service credit eligibility for unmet metrics.

Chronosphere Addendum

This addendum specifies additional terms and conditions for Chronosphere Services, a hosted monitoring and observability platform, amending the base End User License Agreement and defining usage rights, software licensing, and API access terms.

Cloud NGFW for AWS Service Level Agreement

Service level agreement for Palo Alto Networks' Cloud NGFW for AWS firewall service, specifying a 99.99% uptime commitment and detailing service credit eligibility based on monthly availability thresholds.

Cloud NGFW on Azure SLA

Service-level agreement for Palo Alto Networks' Cloud NGFW on Azure service, specifying a 99.99% uptime commitment and defining service credits for availability shortfalls.

Code of Conduct

Palo Alto Networks' code of conduct document outlining ethical guidelines, employee responsibilities, and company values including integrity, compliance, safety, and proper conduct in the workplace and business operations.

Cortex Service Level Agreement

Service level agreement for Palo Alto Networks' Cortex cloud-based security products (XSIAM, XDR, XSOAR, Xpanse, and Cortex Cloud), establishing a 99.9% monthly uptime availability commitment with exclusions and credit claim procedures.

Customer Data Processing Addendum

A Data Processing Addendum that outlines the legal terms and conditions governing Palo Alto Networks' processing of personal data as a processor on behalf of customers as controllers, including compliance with data protection laws and standard contractual clauses.

EU Data Act Addendum

This addendum specifies Palo Alto Networks' obligations under the EU Data Act, including provisions for data portability, customer data switching to alternative providers, and the definition of exportable data that customers can retrieve and transfer.

End User License Agreement

End User License Agreement that governs the use of Palo Alto Networks products, establishing the legal terms between customers and Palo Alto Networks for product access, use, and support services.

End User License Agreement

End User License Agreement governing the use of Palo Alto Networks products, defining the legal terms between customers and Palo Alto Networks for product access, use, and support services.

End User Support Agreement

This document outlines the terms and conditions for technical support and customer success services provided by Palo Alto Networks, including support plan tiers, response times, and service levels for different severity levels.

End User Support Agreement

This document outlines the terms and conditions for technical support services and customer success services provided to end users of Palo Alto Networks products, including support plan tiers, response times, and service level commitments.

Enterprise Agreement for Attached Subscriptions

An enterprise volume licensing agreement for Palo Alto Networks firewall subscriptions and attached security services, defining terms, benefits, hardware caps, and subscription coverage for organizations purchasing multiple licenses.

Enterprise Agreement for Hardware Support

This document outlines the terms for Palo Alto Networks' Enterprise Support Agreement (ESA) for hardware support, detailing support tiers, coverage, pricing arrangements, and maintenance services for hardware firewall products.

Global Supplier Code of Business Conduct and Ethics

Palo Alto Networks' global code of conduct for suppliers establishing ethical business standards, safe working conditions, and responsible manufacturing practices based on the Responsible Business Alliance framework.

Human Trafficking & Anti-Slavery Statement

Palo Alto Networks' statement on human trafficking and modern slavery, disclosing the company's policies, supply chain practices, and efforts to ensure freedom from forced labor and child labor in accordance with UK and Australian modern slavery legislation.

Information Security Measures

This document outlines the technical and organizational security measures that Palo Alto Networks implements to protect customer data, including security management, personnel security, training requirements, and subcontractor due diligence practices.

IoT Security SLA

This Service Level Agreement outlines Palo Alto Networks' commitment to 99% uptime for its IoT Security service, defining service availability metrics, uptime percentage calculations, and service credit eligibility for customers when service levels are not met.

Migration Tool Agreement

Legal agreement governing the use of Palo Alto Networks' migration tool, specifying license rights, restrictions, and terms for internal business use with Palo Alto Networks products or services.

Prisma Access Service Level Agreement

Service level agreement for Palo Alto Networks' Prisma Access service, defining uptime availability commitments (99.999%), security processing latency thresholds (10ms), and service credit eligibility for customers when performance metrics are not met.

Prisma Cloud Service Level Agreement

Service level agreement for Palo Alto Networks' Prisma Cloud SaaS subscription service, detailing the 99.9% monthly uptime availability commitment, exclusions, and service credit claims.

Prisma SD-WAN Service Level Agreement

Service level agreement for Palo Alto Networks' Prisma SD-WAN SaaS subscription service, outlining a 99.99% dataplane availability commitment with service credits for downtime below specified thresholds.

Professional Services Agreement

Agreement governing professional services performed by Palo Alto Networks for customers, including implementation, consulting, and support services related to their network security products.

RMA Process and Policy

This document outlines Palo Alto Networks' RMA (Return Merchandise Authorization) process and policies for warranty repair, return, and replacement services for hardware and software products, including specific procedures for obtaining RMA numbers, shipping failed devices, and support plan options.

Secondary Market Policy

Policy outlining requirements and procedures for purchasing, certifying, and obtaining support for previously owned Palo Alto Networks devices sold on the secondary market, including certification fees, activation processes, and hardware verification steps.

Service Level Objectives

Document outlining service level objectives and uptime commitments for Palo Alto Networks' cloud security and networking products, including Prisma SD-WAN, SaaS Security, WildFire, Cloud Identity Engine, Data Loss Prevention, and Remote Browser Isolation services.

Strata Logging Service SLA

Service level agreement for Palo Alto Networks' Strata Logging Service that defines uptime availability guarantees of 99% monthly and data freshness commitments with corresponding service credits for non-compliance.

Supplemental End User License Agreement - Co-Pilot

This supplemental agreement governs the use of Palo Alto Networks' co-pilot features that leverage large language models or generative AI, establishing terms for AI-assisted functionality within their products. It addresses warranty disclaimers, data usage, and the handling of systems data generated through co-pilot interactions.

Third-Party Components Support Policy

Policy governing Palo Alto Networks' support and warranty coverage when third-party components are used in their devices, including conditions for withholding support and RMA procedures.

Unit 42 Incident Response Retainer Terms

Terms and conditions governing Palo Alto Networks' Unit 42 cybersecurity incident response retainer services, including definitions of intellectual property, deliverables, and service terms for a 12-month engagement period.

Unit 42 Managed Detection and Response Subscription Addendum

Addendum to the End User Agreement governing Palo Alto Networks' Unit 42 Managed Detection and Response subscription service, including service delivery terms, subscription period requirements, and deliverables.

Unit 42 Master Services Agreement

Master Services Agreement governing Unit 42 cybersecurity consulting services provided by Palo Alto Networks, including incident response, risk management, and digital forensic services.