Exhibit A
Statement of Work Professional Services Automation Use Case Accelerator
- Scope of Professional Services The Automation Use Case Accelerator Services ('UCA') offering is performed by a PagerDuty Professional Services consultant to assist the Customer using either Runbook Automation or Process Automation On-Prem (the 'Supported Software').
- Use Case Definition. For the purposes of these Use Case Accelerator Services, a Use Case ('Use Case') shall mean a specific process or workflow that spans one or more Customer technologies, has a specific set of inputs, achieves a specific outcome, and which Customer desires to automate with one or more Jobs. A 'Job' means an automated workflow that a User defines and executes through Supported Software.
- Work that is in-scope for this SOW. During the term of the Automation Use Case Accelerator Services, Customer may request that PagerDuty perform planning, advisement, technical review, and troubleshooting sessions via web conference, telephone, or email on the following topics per Use Case.
- a. Problem analysis
- b. Solution design
- c. Supported Software project and node configuration advisement
- d. Access Control configuration advisement
- e. Supported Software Job technical design
- f. Supported Software Job technical implementation review
- g. Integration design and troubleshooting
- h. Strategy for ongoing Supported Software Project, Supported Software Job, Node, and Access Control
- i. Policy management.
At PagerDuty's sole discretion, the PagerDuty Professional Services consultant may assist the Customer with troubleshooting or performance tuning of the Customer's provided scripts, API's, or command line invocations.
- Work that is out-of-scope for this SOW: Configuration of any third-party services, software, or infrastructure, including but not limited to:
- a. Cloud infrastructure (AWS, Google Cloud, Azure, etc.)
- b. Network configuration
- c. Custom or third party created software
- d. Non-PagerDuty SaaS services
- e. Monitoring tools or services
- f. Database administration
- Estimated Schedule. This section provides a high-level, estimated schedule for the tasks described in this SOW. This schedule is intended to provide a guideline only, as various factors (including resource scheduling and lead-time for the Customer and PagerDuty) can impact schedule. Activities and sequencing may be modified upon project initiation. Resource assignment will be completed only after both parties have executed an Order. The Customer and PagerDuty will engage during (or just prior to) project kick-off to define a mutually agreed upon target schedule, along with staffing levels to meet the proposed timeline.
The delivery of the work outlined in this SOW is broken into 3 phases.
Phase 1: Planning
During the planning phase, the Customer and PagerDuty will engage in a remote project kick-off to define a mutually agreed upon target schedule, along with staffing levels to meet the proposed timeline.
Phase 2: Discovery
During the discovery phase, the PagerDuty Professional Services consultant will meet remotely with Customer stakeholders and subject matter experts to identify dependencies, integration endpoints, and desired outcomes from the Use Case Accelerator Services.
Phase 3: Delivery
The PagerDuty Professional Services consultant will commence with the work outlined and agreed upon during the Planning Phase and Discovery Phase that are consistent with the topics detailed in Section 2. At the completion of delivery, the PagerDuty Professional Services consultant shall provide the Customer with knowledge transfer that covers the scope of work performed. The delivery of the work outlined in this SOW is planned for 1 iteration of a 3-week sprint.