Use Case Accelerator Support

# 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
AutomationUseCaseAcceleratorServicesTerm.CustomerhasnorighttoUCAServices outsideoftheAutomationUseCaseAcceleratorServicesTerm.Norefundswillbe providedforunusedUCAServices.
8.SchedulingandHoursofAvailability.AllUCAServicesaredeliveredremotelyunless otherwiseagreedtoinanOrderingDocument.Therewillbeanadditionalchargeforany
UCAServicesdeliveredonpremises.CustomerandPagerDutywillcooperatetofind mutuallyagreeabletimesanddatesfortherequestedUCAServices.
9.NodirectaccesstoCustomernetworkorcomputinginfrastructure.Underno circumstanceswillPagerDutyrequestorbeprovideddirectloginaccesstoCustomer’s computinginfrastructureornetworkunderthetermsofthisSOW.Remotescreensharingis permitted,providedthatauthorizedCustomerpersonnelinitiateandremainincontrolofthe screensharingtoolatalltimes.
10.NoaccesstoCustomer’scustomerdataorintellectualproperty.Undernocircumstances willPagerDutyrequestorbeprovidedaccesstoCustomer’scustomerdata,intellectual property,sourcecode,ConfidentialInformationoranyotherbusinesssensitiveinformation.
ItisCustomer’sresponsibilitytoensurethatnoCustomerpersonnel,includingthe designatedsupportcontact,providePagerDutywithanysuchinformationoraccess.
11.OtherRestrictions.CustomermayonlyuseUCAServicesforCustomer’sinternaluseand maynotmakeanypartoftheUCAServicesavailablefortheuseorbenefitofanyother party.UCAServicesaretheConfidentialInformationofPagerDuty.
12.Confidentiality.EachParty’sobligationsregardingtheprotectionofConfidential
InformationisstatedinthePagerDutyTermsofService.PagerDutymaymaintainnotesand dataaboutCustomer’senvironment,howCustomerisusingtheSupportedSoftware,and keepcopiesofCustomercommunicationsforPagerDutyinternaluseonly.Ifrequested,
### PagerDutywillusereasonableeffortstoremoveCustomerConfidentialInformationfrom
PagerDutysystems.ITISCUSTOMER’SSOLERESPONSIBILITYTONOTPROVIDE,
## SENDOROTHERWISEDISCLOSETOPAGERDUTYANYPASSWORDS,DATAOF
CUSTOMER’SCUSTOMERS,TRADESECRETS,CLASSIFIEDINFORMATION,OR ANYOTHERINFORMATIONOFASENSITIVEORRESTRICTEDNATURE.