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