CSE Usage Policy

Customer Success Engineer Usage Policy

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Customer Success Engineer (CSE) Usage Policy

This policy establishes the permitted scope, allowed use, and engagement expectations for PagerDuty’s Customer Success Engineers (CSEs), based on the customer’s applicable service or support entitlement. It does not amend or supersede any terms set forth in the customer’s Master Services Agreement (MSA), Order Form, or other binding agreements with PagerDuty.

While CSEs are available to assist with adoption, configuration, and optimization of PagerDuty services, their availability and responsibilities will vary depending on the level of service or support entitlement (see chart below for details). CSE engagements are purely advisory in nature. Customers are responsible for implementing any recommendations, and outcomes may vary based on the customer’s environment, configuration, and execution. If the customers need PagerDuty to provide hands-on implementation or extended guidance, customers should engage PagerDuty’s Professional Services team under a separate agreement.

CSE Engagement Activities by Service/Support Entitlement

The following services are within the scope of a Customer Success Engineer, with a maximum number of sessions per activity per contract year:1

Activity

No Services

Premium Support

Silver Services Gold Services

Alert Strategies Workshops N/A N/A N/A Up to 1 workshop/year

Automation Ideation & Guidance Sessions

N/A N/A Up to 1 session/year Up to 2 sessions/year

Incident Lifecycle Assessments

N/A N/A Up to 1 assessment/year Up to 2 assessments/year

Integration Consultations

Up to 1 consultation/year2 Up to 2 consultations/year Up to 4 consultations/year Up to 6 consultations/year

Maturity Assessments

N/A Up to 1 assessment/year Up to 2 assessments/year Up to 3 assessments/year

Product Roadmap Sessions

N/A N/A Up to 1 session/year Up to 2 sessions/year

Product/Feature Consultations

Up to 1 consultation/year2 Up to 1 consultation/year Up to 2 consultations/year Up to 4 consultations/year

1 Usage caps are measured per contract year, starting at the beginning of the subscription start date, and do not roll over. Additional sessions may be available through Professional Services engagements.

2 Customers without a service entitlement may receive up to one consultation per year, which may be used for either an Integration Consultation or a Product/Feature Consultation.

CSE Activity Details

Alert Strategies Workshops

This interactive workshop equips teams with practical strategies to reduce alert noise, enrich incident data, and streamline management workflows using PagerDuty. Participants will gain a deeper understanding of configuration options and best practices to enhance operational focus and drive faster resolution of critical incidents.