ExhibitA
StatementofWork
ProfessionalServicesAutomationUseCaseAccelerator
1.ScopeofProfessionalServicesTheAutomationUseCaseAcceleratorServices(“UCA”)offeringisperformedbyaPagerDutyProfessionalServicesconsultanttoassistthe
CustomerusingeitherRunbookAutomationorProcessAutomationOn-Prem(the “SupportedSoftware”).
2.UseCaseDefinition.ForthepurposesoftheseUseCaseAcceleratorServices,aUseCase (“UseCase”)shallmeanaspecificprocessorworkflowthatspansoneormoreCustomer technologies,hasaspecificsetofinputs,achievesaspecificoutcome,andwhichCustomer desirestoautomatewithoneormoreJobs.A“Job”meansanautomatedworkflowthata UserdefinesandexecutesthroughSupportedSoftware.
3.Workthatisin-scopeforthisSOW.DuringthetermoftheAutomationUseCase
AcceleratorServices,CustomermayrequestthatPagerDutyperformplanning,advisement, technicalreview,andtroubleshootingsessionsviawebconference,telephone,oremailon thefollowingtopicsperUseCase.
a.Problemanalysis b.Solutiondesign c.SupportedSoftwareprojectandnodeconfigurationadvisement d.AccessControlconfigurationadvisement e.SupportedSoftwareJobtechnicaldesign f.SupportedSoftwareJobtechnicalimplementationreview g.Integrationdesignandtroubleshooting h.StrategyforongoingSupportedSoftwareProject,SupportedSoftwareJob,Node, andAccessControl i.Policymanagement.
AtPagerDuty’ssolediscretion,thePagerDutyProfessionalServicesconsultantmayassist theCustomerwithtroubleshootingorperformancetuningoftheCustomer’sprovided scripts,API’s,orcommandlineinvocations.
4.Workthatisout-of-scopeforthisSOW:Configurationofanythird-partyservices, software,orinfrastructure,includingbutnotlimitedto:
a.Cloudinfrastructure(AWS,GoogleCloud,Azure,etc.)
b.Networkconfiguration c.Customorthirdpartycreatedsoftware d.Non-PagerDutySaaSservices e.Monitoringtoolsorservices f.Databaseadministration
5.EstimatedSchedule.Thissectionprovidesahigh-level,estimatedscheduleforthetasks describedinthisSOW.Thisscheduleisintendedtoprovideaguidelineonly,asvarious factors(includingresourceschedulingandlead-timefortheCustomerandPagerDuty)can impactschedule.Activitiesandsequencingmaybemodifieduponprojectinitiation.
ResourceassignmentwillbecompletedonlyafterbothpartieshaveexecutedanOrder.The
CustomerandPagerDutywillengageduring(orjustpriorto)projectkick-offtodefinea mutuallyagreedupontargetschedule,alongwithstaffinglevelstomeettheproposed timeline.
ThedeliveryoftheworkoutlinedinthisSOWisbrokeninto3phases.
Phase1:Planning Duringtheplanningphase,theCustomerandPagerDutywillengageinaremoteprojectkick-offto defineamutuallyagreedupontargetschedule,alongwithstaffinglevelstomeettheproposed timeline.
Phase2:Discovery Duringthediscoveryphase,thePagerDutyProfessionalServicesconsultantwillmeetremotely withCustomerstakeholdersandsubjectmatterexpertstoidentifydependencies,integration endpoints,anddesiredoutcomesfromtheUseCaseAcceleratorServices.
Phase3:Delivery ThePagerDutyProfessionalServicesconsultantwillcommencewiththeworkoutlinedandagreed uponduringthePlanningPhaseandDiscoveryPhasethatareconsistentwiththetopicsdetailedin Section2.Atthecompletionofdelivery,thePagerDutyProfessionalServicesconsultantshall providetheCustomerwithknowledgetransferthatcoversthescopeofworkperformed.The deliveryoftheworkoutlinedinthisSOWisplannedfor1iterationofa3-weeksprint.
6.AutomationUseCaseAcceleratorServicesTerm.TheTermfortheUseCaseAccelerator
ServicesbeginsontheEffectiveDateoftheOrderFormandcontinuesforaperiodof ninety(90)days(the“UseCaseAcceleratorServicesTerm”).
7.ExpirationofRighttoServices.AllUCAServicesmustbeconsumedduringthe