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