Standard Service Level Agreement

Standard Service Level Agreement

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Table of Contents

Product Terms

Terms of Service

Standard Service Level Agreement

Product-Specific Terms

Partner Terms

One-Time Reseller Agreement

Policies & Other Terms

Privacy Policy

Acceptable Use Policy

Community Policy

Champions Terms

DMCA Takedown Notice

Subprocessors

Support Policy

CSE Usage Policy

Jeli Legacy Support Policy

Process Automation

Data Processing Addendum

Information Security Practices

Modern Slavery Act

Safe Harbor

Cigna Machine Readable Files

Event Terms

Trial Terms

Security

Overview

Security Disclosure

Safe and Secure Generative AI

In Scope Services

Privacy

Privacy FAQs

Privacy Shield and Schrems II

PagerDuty's GDPR Approach

Region-Specific Data Privacy Laws

Effective: September 14, 2026

This PagerDuty Service Level Agreement (“SLA”) applies to Customer's use of the Hosted Service(s) purchased by Customer and is governed by the PagerDuty Terms of Service or master agreement executed between Customer and PagerDuty, as applicable (the “Agreement”). The SLA applies separately to each Customer account using the Hosted Service(s) and it does not apply to Hosted Service(s) provided at no charge, including any Free Trial period, Free Plan or Pre-Release Technology. Any capitalized terms not defined herein shall have the respective meanings given to them in the Agreement. PagerDuty reserves the right to update this SLA from time to time pursuant to the Modifications Section of the Agreement.

• Definitions.

“Delivery Service” means a third-party service provider used to send notifications to a Contact Person, for example a telephone service (e.g., Verizon, AT&T), push notification provider (e.g., Google, Apple), SMS provider, or email provider.

“First Responder Notification” means the notification to the Contact Person assigned to review an initial alert for a new Incident, provided that such notification must have been designated as High Urgency within the Hosted Service and Customer must have complied with the Customer Responsibilities set forth herein.

“Jeli Service” means PagerDuty's post-incident review products available through app.jeli.io.

“Runbook Automation” means PagerDuty's products for authoring, managing and executing automated runbooks, workflows, tasks or processes.

“Workflow Automation (Previously Catalytic)” means PagerDuty's products for workflow automation available on pushbot.com.

• Service Commitment.

PagerDuty will use commercially reasonable efforts to meet the following service level commitments for the stated functions from the Hosted Service:

Notification Delivery SLA (excluding Runbook Automation and Jeli Service): Once an Incident is triggered, the Hosted Service will deliver the First Responder Notification within the Notification Delivery Period for 99.9% of the notifications sent by the Hosted Service for the Customer during any calendar month. The “Notification Delivery Period” is five (5) minutes and it is measured as the time it takes the Hosted Service to deliver a First Responder Notification to Delivery Service(s) in accordance with the Service configuration and Contact Information. More specifically, the Notification Delivery Period begins at the time the Hosted Service receives the trigger event notification to the time PagerDuty's internal logs show that the Hosted Service sent