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Support and Success Policy- https://www.pagerduty.comBuild It - Ship It - Own ItTue, 16 Dec 2025 17:10:41 -0800hourly1Support and Success Policyhttps://www.pagerduty.com/support-policy/Tue, 13 Sep 2022 15:02:20 -0700Tue, 16 Dec 2025 17:10:41 -0800Build It - Ship It - Own It **Tech Touch and Standard Success packages automatically included at no extra charge based on annual recurring revenue. Silver Services, Gold Services, Premium Support and a la carte add-ons are available for purchase by contacting our team.

What's included**

Tech Touch

Standard Success

Premium Support

Silver Services

Gold Services

Knowledge base & Community forum access

✓ ✓ ✓ ✓ ✓

New feature release notifications

✓ ✓ ✓ ✓ ✓

PagerDuty 101 trainings

✓ ✓ ✓ ✓ ✓

On-demand PagerDuty University

✓ ✓ ✓

✓ All certifications + 2 virtual instructor-led trainings annually.

✓ Custom learning portal and all certifications + 6 virtual instructor-led trainings annually.

Email Support

n/a ✓ Business hours1 ✓ 24x7x3652 ✓ 24x7x3652 ✓ 24x7x3652

Phone and Chat Support

n/a n/a ✓ 24x7x3652 ✓ 24x7x3652 ✓ 24x7x3652

Priority Support Request Queue

n/a n/a ✓ ✓ ✓

SLA Response Time

n/a n/a

✓ 3 P1 (urgent): 1 hour P2 (high): 2 hours P3 (normal): 8 business hours P4 (low): 24 business hours

✓ 3 P1 (urgent): 1 hour P2 (high): 2 hours P3 (normal): 8 business hours P4 (low): 24 business hours

✓ 3 P1 (urgent): 1 hour P2 (high): 2 hours P3 (normal): 8 business hours P4 (low): 24 business hours

Designated CSM

n/a ✓ Includes quarterly metrics review and an annual business review ✓ Includes quarterly metrics review and an annual business review ✓ Includes Standard Success and Premium Support offerings plus on-site quarterly business reviews ✓ Includes Standard Success and Premium Support offerings plus on-site quarterly business reviews

Customer Success Engineer

Refer to the CSE Usage Policy

Professional Services

On-demand (8 hours/quarter) On-demand (40 hours/quarter) + Optimize package4

1 Standard business hours per region:

Asia Pacific & Japan: 12x5 starting at 08:00 Monday-Friday AET, excluding major holidays

EMEA: 12x5 starting 08:00 Monday-Friday CET, excluding major holidays

Americas: 12x5 starting 08:00 Monday - Friday ET, excluding major holidays

2 Availability 24x5 starting 23:00 Sunday UTC, ending 1:00 Saturday UTC, and limited to P1 and P2 issues outside of that window. 3 Initial response only, see Target Follow-Up Times and Priority Definitions tables for more information 4 Leverage our Professional Services team to set up your PagerDuty account to your specification and our best practices.

Target Follow-Up Times (Premium Support)

P1

Critical: every one (1) hour until resolved or a workaround is in place

P2

High: within two (2) hours of customer's request for an update until resolved or a workaround is in place.

P3 Medium: every three (3) business days until resolved.

P4 Low: Once per week until resolved.

Priority Definitions (Premium Support)

P1

Service is non-operational with critical impact to the customer's environment and no workaround identified.

P2

Service is operational but impaired. A significant feature or function is not operating as expected and the customer's environment is impacted with no workaround available.

P3

Service is operational with functional limitations or restrictions that are not critical to the overall operation of the customer's environment