Support and Success Policy

# Support and Success Policy

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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

## PAGERDUTY, INC. SUPPORT AND SUCCESS POLICY

**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
or where a workaround is available.

P4

Service is operational with problems or errors that have little or no
impact on the overall operation of the customer's environment.

### How to open a support case

#### Standard Support

Create a case through our
online support portal
or contact form

Email support@pagerduty.com

#### Premium Support

Refer to the Premium Support instructions provided to you by your Customer
Success Manager