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Support and Success Policy

С 21 сентября 2026 без изменений — оферта выглядит стабильной.

Исходная оферта

Открыть оригинал на www.pagerduty.com

http://www.pagerduty.com/support-policy

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Какие ещё документы есть у pagerduty.com?

У компании в каталоге есть и другие оферты — их история ведётся так же.

Все оферты pagerduty.com

Откуда этот документ и когда его проверяли?

Сайт-источник
www.pagerduty.com
Первая фиксация
Последняя проверка
Версий в архиве
9 версий
Зафиксировано изменений
1 изменение
Периодичность проверки
6 часов

Насколько сильно меняли эту оферту?

Каждая строка — одна зафиксированная правка. Пункт считается изменённым, если его текст стал другим; добавленные и удалённые считаются отдельно.

Правки оферты «Support and Success Policy»: дата, сколько пунктов изменено, сколько появилось новых и сколько убрано
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Support and Success Policy Subscribe to PagerDuty Support Policy RSS Feed Subscribe to our PagerDuty Support Policy RSS feed. Table of Contents Product Terms Terms of Service Standard Service Level Agreement Product-Specific Terms Partner Terms One-Time Reseller Agreement Policie...

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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

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Что и когда меняли в этой оферте?

Первая зафиксированная редакция.

Support and Success Policy Subscribe to PagerDuty Support Policy RSS Feed Subscribe to our PagerDuty Support Policy RSS feed. Table of Contents Product Terms Terms of Service Standard Service Level Agreement Product-Specific Terms Partner Terms One-Time Reseller Agreement Policie...

  • Support and Success Policy
  • Product Terms
  • Partner Terms
  • Policies & Other Terms
  • Security
  • Privacy