# ExhibitA
### StatementofWork
### ProfessionalServicesRunbookAutomationInstallationandConfigurationAccelerator
1. 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
Formandcontinuesforaperiodofninety(90)days(the“InstallationandConfiguration AcceleratorServicesTerm”).
5. ExpirationofRighttoServices.AllInstallationandConfigurationAcceleratorServices mustbeconsumedduringtheInstallationandConfigurationAcceleratorServicesTerm.Customer hasnorighttoInstallationandConfigurationAcceleratorServicesoutsideoftheInstallationand ConfigurationAcceleratorServicesTerm.NorefundswillbeprovidedforunusedInstallationand ConfigurationAcceleratorServices.
6. SchedulingandHoursofAvailability.AllInstallationandConfigurationAccelerator ServicesaredeliveredremotelyunlessotherwiseagreedtoinanOrderingDocument.Therewill bean additionalchargeforanyInstallationandConfigurationAcceleratorServicesdeliveredon premises.CustomerandPagerDutywillcooperatetofindmutuallyagreeabletimesanddatesfor therequestedInstallationandConfigurationAcceleratorServices.
7. NodirectaccesstoCustomernetworkorcomputinginfrastructure.Underno circumstanceswillPagerDutyrequestorbeprovideddirectloginaccesstoCustomer’scomputing infrastructureornetworkunderthetermsofthisPolicy.Remotescreensharingispermitted, providedthatauthorizedCustomerpersonnelinitiateandremainincontrolofthescreensharing toolatalltimes.
8. NoaccesstoCustomer’scustomerdataorintellectualproperty.Underno circumstanceswillPagerDutyrequestorbeprovidedaccesstoCustomer’scustomerdata, intellectualproperty,sourcecode,ConfidentialInformationoranyotherbusinesssensitive information.ItisCustomer’sresponsibilitytoensurethatnoCustomerpersonnel,includingthe designatedsupportcontact,providePagerDutywithanysuchinformationoraccess.
9. OtherRestrictions.CustomermayonlyuseTAMServicesforCustomer’sinternaluseand maynotmakeanypartoftheInstallationandConfigurationAcceleratorServicesavailableforthe useorbenefitofanyotherparty.InstallationandConfigurationAcceleratorServicesarethe ConfidentialInformationofPagerDuty.
10.Confidentiality.EachParty’sobligationsregardingtheprotectionofConfidential
InformationisstatedinthePagerDutyTermsofService.PagerDutymaymaintainnotesanddata aboutCustomer’senvironment,howCustomerisusingtheSupportedSoftware,andkeepcopies ofCustomercommunicationsforPagerDutyinternaluseonly.Ifrequested,PagerDutywilluse reasonableeffortstoremoveCustomerConfidentialInformationfromPagerDutysystems.ITIS
## CUSTOMER’SSOLERESPONSIBILITYTONOTPROVIDE,SENDOROTHERWISE
## DISCLOSETOPAGERDUTYANYPASSWORDS,DATAOFCUSTOMER’SCUSTOMERS,
TRADESECRETS,CLASSIFIEDINFORMATION,ORANYOTHERINFORMATIONOFA SENSITIVEORRESTRICTEDNATURE.cdn.pagerduty.com
Installation & Configuration Accelerator Support
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