ExhibitA
StatementofWork
ProfessionalServicesRunbookAutomationInstallationandConfigurationAccelerator
- ScopeofProfessionalServicesTheRunbookAutomationInstallationand ConfigurationAcceleratorServicesofferingisperformedbyaPagerDutyProfessionalServices consultanttoassisttheCustomerininstallingandconfiguringPagerDutyProcessAutomation On-Premforuseintheirenvironment.
2. Workthatisin-scopeforthisSOW.DuringthetermoftheInstallationand
ConfigurationAcceleratorServices,CustomermayrequestthatPagerDutyperformplanning, advisement,technicalreview,andtroubleshootingsessionsviawebconference,telephone,or emailonthefollowingtopicsasrelatedtotheinstallationandconfigurationoftheSupported Software.
●Capacityplanning,infrastructurerequirements,performanceneeds,servicedependencies, Databaseandlogstorageselectionandconfiguration.
●Clusterpolicydesignandloadbalancerconfiguration(ifCustomerhaspurchaseda clusteredconfigurationofProcessAutomation) ●Installation,backup,servicecontrol,andotheradministrativeprocedures ●Projectsetup,nodesetup,useronboarding,andothertopicsrelatedtothe initialsetupandongoingadministrationoftheSupportedSoftware,toincludebutnot limitedto:
○AccessControl,Authorization,Authentication ○SingleSign-On(SSO) ○ProjectCreationandConfiguration
3.Workthatisout-of-scopeforthisSOW:
Configurationofanythird-partyservices,software,orinfrastructure,includingbutnotlimitedto:
●Cloudinfrastructure(AWS,GoogleCloud,Azure,etc.)
●Networkconfiguration ●Customorthirdpartycreatedsoftware ●Non-PagerDutySaaSservices ●Monitoringtoolsorservices ●Databaseadministration AtPagerDuty’ssolediscretion,thePagerDutyProfessionalServicesconsultantmayassistthe CustomerwithtroubleshootingorperformancetuningoftheCustomer’sprovidedscripts,API’s,or commandlineinvocations.
4.EstimatedSchedule.Thissectionprovidesahigh-level,estimatedscheduleforthetasks describedinthisSOW.Thisscheduleisintendedtoprovideaguidelineonly,asvariousfactors (includingresourceschedulingandlead-timefortheCustomerandPagerDuty)canimpact schedule.Activitiesandsequencingmaybemodifieduponprojectinitiation.Resourceassignment willbecompletedonlyafterbothpartieshaveexecutedanOrder.TheCustomerandPagerDuty willengageduring(orjustpriorto)projectkick-offtodefineamutuallyagreedupontarget schedule,alongwithstaffinglevelstomeettheproposedtimeline.
ThedeliveryoftheworkoutlinedinthisSOWisbrokeninto3phases.
Phase1:Planning Duringtheplanningphase,theCustomerandPagerDutywillengageinaremoteprojectkick-offto defineamutuallyagreedupontargetschedule,alongwithstaffinglevelstomeettheproposed timeline.
Phase2:Discovery Duringthediscoveryphase,thePagerDutyProfessionalServicesconsultantwillmeetremotely withCustomerstakeholdersandsubjectmatterexpertstoidentifydependencies,integration endpoints,anddesiredoutcomesfromtheInstallationandConfigurationAcceleratorServices.
Phase3:Delivery ThePagerDutyProfessionalServicesconsultantwillcommencewiththeworkoutlinedandagreed uponduringthePlanningandDiscoverythatareconsistentwiththetopicsdetailedinSection2.At thecompletionofdelivery,thePagerDutyProfessionalServicesconsultantshallprovidethe
Customerwithknowledgetransferthatcoversthescopeofworkperformed.Thedeliveryofthe workoutlinedinthisSOWisplannedfor1iterationofa3-weeksprint.Baseduponthefinalscope fortheengagement,additionaltimeanditerationsmayberequired,whichmaychangethepriceof theoffering.
4. InstallationandConfigurationAcceleratorServicesTerm.TheTermforthe InstallationandConfigurationAcceleratorServicesbeginsontheEffectiveDateoftheOrder