Effective: September 22, 2026

These Product-Specific Terms form part of, and are subject to, the Terms of Service, currently located at https://www.pagerduty.com/terms-of-service/, or the master agreement executed between PagerDuty, Inc. ("PagerDuty") and Customer for the provision of the PagerDuty Services set forth below ("Agreement"). To the extent Customer is using any of the Services listed below, the additional terms corresponding to those Services apply to Customer's use thereof. Capitalized terms not defined herein shall have the meanings ascribed to them in the Agreement. PagerDuty reserves the right to update these Product-Specific Terms from time to time pursuant to the modification terms set forth in the Agreement.

PD Reliability Platform

The PagerDuty PD Reliability Platform is a unified platform (“Platform”). Customers are charged a Platform fee and are provided a subscription-based right to access a set of integrated capabilities within the Platform during the Subscription Term (“Feature(s)”). Features have annual limits based on Customer’s subscribed plan, detailed at www.pagerduty.com/pricing (“Platform Limits”).

Customer’s Feature use will be tracked during the Subscription Term and Customer is responsible for ensuring its usage does not exceed Platform Limits at any time. Customer may purchase bundles of Credits (defined below) to increase Platform Limits during the Subscription Term. “Credits” are the payment mechanism used within the Platform to redeem additional Features. Unless otherwise set forth in the Order Form, Credits are allotted for use on an annual basis. Unused Features and Credits expire annually and will not roll over for future use in remaining years (if any) in the Subscription Term. Customer’s Platform use will first draw against annual Platform Limits for included Features before any Credits will be redeemed. Once Customer’s use of a specific Feature has reached the annual Platform Limit, subsequent activity for that Feature during the remaining annual period will automatically draw against any Credits available for the same annual period. Credits are not a separate product, do not provide new or different functionality, and can only be used with an active Platform subscription. Once Credits have been redeemed, use of those Credits cannot be reversed, and Features redeemed with Credits cannot later be exchanged.

In the event Customer exceeds Platform Limits for any Feature, Customer will be required to purchase additional Credits to continue using such Feature. If Customer exceeds Platform Limits and does not have an adequate number of Credits available to cover the overage, PagerDuty may limit further use of, or suspend access to, the Platform until the earlier of such time as: (a) Customer purchases Credits to cover the overage; or (b) Platform Limits reset at the beginning of the next annual period in the Subscription Term. In no event will PagerDuty issue refunds for unused Features or Credits.

PagerDuty may add or update Features in the Platform at any time during the Subscription Term. PagerDuty may also adjust Platform Limits and/or remove Features without providing material functional equivalents; however, any reduction in Platform Limits or Feature availability will not apply to Customer until Customer’s next subscription term begins. PagerDuty will publish changes to Feature(s) and/or Platform Limits at www.pagerduty.com/pricing.

Certain Features within the Platform are subject to additional Product-Specific Terms as set forth herein.

AI Actions for PD Reliability Platform (formerly PagerDuty Operations Cloud) and/or PagerDuty Advance

AI Actions include workflow actions marked as premium in the Service and/or PagerDuty Advance actions. Some AI Actions leverage generative AI to generate results. AI Actions are consumed based on the action type and are charged when they run, not when they are configured (e.g., added to a workflow). The number of AI Actions consumed per action type can be viewed under the FAQ located at https://support.pagerduty.com/main/docs/pagerduty-advance. Customer acknowledges and agrees that the number of AI Actions consumed per action type may change at PagerDuty's sole discretion, and an AI Action may fail if Customer does not have sufficient quantities available to perform the action type requested. Unused AI Actions remaining at the end of Customer's then-current Subscription Term shall not roll over to any following Subscription Term, and will not result in any refunds.

The known limitations and intended and prohibited uses related to PagerDuty Advance AI Actions are set forth in the PagerDuty Advance AI Disclosure located at assurance.pagerduty.com ("AI Disclosure"). By using PagerDuty Advance AI Actions, Customer agrees that it will comply with the restrictions set forth in the AI Disclosure, and that PagerDuty is not liable for damages arising from or related to the limitations and risks identified in the AI Disclosure. It is Customer's sole responsibility to determine how to use any result generated by AI Actions. Consistent with PagerDuty's Acceptable Use Policy found at https://www.pagerduty.com/acceptable-use-policy/, Customer may not use AI Actions to generate suggestions that Customer knows, or reasonably should know, would be unlawful or would infringe on the rights of others.

PagerDuty AIOps

PagerDuty AIOps subscriptions are billed on a consumption-based pricing model based on the number of Events that Customer consumes per year during the Subscription Term. An "Event" is defined as a data object submitted to PagerDuty's events API or email integrations that has been accepted and processed by the Platform. For example, an Event may be an alert originating from a monitoring system detecting and reporting a problem, or that the problem has been fixed, possibly including information about the specific systems impacted by the problem, and how severe the problem is. This can also include events ingested through the events API using PagerDuty's pre-built integrations with third-party tools. For the avoidance of doubt, Event consumption does not include events that were found invalid, rate-limited, or were otherwise rejected by the Platform.

Each tier shall include a minimum and maximum number of Events. If Customer's Event consumption exceeds the maximum number of Events for the applicable tier purchased, additional Events for the remainder of the year will be billed on a per Event basis, in arrears on a monthly basis at overage rates. Customer may also elect to upgrade subscriptions to a higher Event tier at any time. For the avoidance of doubt, Events are non-refundable, including overage Events. In the event Customer elects to upgrade its subscription during an applicable Term, no refunds or credits shall be offered for Events that Customer purchased on an overage basis. Unused Events remaining at the end of an annual period shall not roll over to any following annual period.

PagerDuty University

PagerDuty University Virtual Training(s) shall expire and become invalid if not used by Customer within six (6) months from the Order Form Effective Date. Once PagerDuty University Virtual Training(s) have expired, no refunds, extensions, or credits shall be allowed. Virtual Instructor-led training courses are intended for up to 50 people per session.

Professional Services On-Demand

Professional Services On-Demand hours shall expire and become invalid if not used by Customer within 90 days from the Order Form Effective Date. Once Professional Services On-Demand hours have expired, no refunds, extensions, or credits shall be allowed. The applicable SOW for Professional Services On-Demand SKUs purchased on Customer's Order Form can be found at https://www.pagerduty.com/professional-services-online-sow/.

PagerDuty Runbook Automation and Runbook Automation Self Hosted (Previously Process Automation On-Prem)

PagerDuty Runbook Automation and Runbook Automation Self Hosted (previously Process Automation On-Prem) subscriptions are purchased based on the number of Users per month during the Subscription Term. For the avoidance of doubt, individuals who access the Service through Customer's own application user interface login or API access are considered Users of the Service, as these are still individuals Customer has authorized to use the Service.

PD Labs

PD Labs products are early-stage (pre-early access), exploratory products or features offered by PagerDuty at [URL for Labs directory] (“Labs”). While Labs may interact with other Services, Labs are not a part of other Services, which are under separate terms. Use of Labs is subject to (i) the Terms of Service, located at https://www.pagerduty.com/terms-of-service/, and (ii) these Labs Product-Specific Terms (“Labs Terms”). In the event of a conflict between the Terms of Service and the Labs Terms, the Labs Terms control.

Because Labs are provided directly to each individual person that enables Labs (“Labs User”), each Labs license is personal to the Labs User. For purposes of the Terms of Service, the “Customer” for Labs is the Labs User. The Labs license may not be shared with others, including other Customers or Users.

Because Labs are early-stage, exploratory products, Section 4 (Pre-Release Technology) of the Terms of Service applies, except that Labs Users may use Labs solely for internal purposes that are not prohibited under Section 2.2 (Customer License Restrictions). In addition, Labs Users acknowledge and agree that:

  • Not all Labs may graduate to general release. If Labs graduate to a general release Service, the graduated Service may become subject to different terms.
  • If used during the course of employment, Labs Users are responsible for following their employer’s policies when enabling and using Labs.
  • Labs may have administrative, physical, and technical safeguards for protection of the security, confidentiality, and integrity of Labs data that are different from other Services, and the Information Security Practices (formerly known as Data Security Policy) may not apply.
  • Some Labs leverage AI, including generative AI. The known limitations and intended and prohibited uses of these Labs products are set forth in the applicable AI disclosures located at assurance.pagerduty.com ("AI Disclosures"). By using Labs, Customer agrees that it will comply with the restrictions set forth in the AI Disclosures, and that PagerDuty is not liable for damages arising from or related to the limitations and risks identified in the AI Disclosures. It is Customer's sole responsibility to determine how to use any result generated by Labs AI outputs. Consistent with PagerDuty's Acceptable Use Policy found at https://www.pagerduty.com/acceptable-use-policy/, Customer may not use Labs to generate Labs AI outputs that Customer knows, or reasonably should know, would be unlawful or would infringe on the rights of others.
  • Some Labs are not FedRAMP In Scope Services. Users acknowledge and agree that, for Labs not listed as In Scope Services, data may leave the PagerDuty FedRAMP boundary.
  • Some Labs are subject to additional Product-Specific Terms as set forth on this webpage.
  • In addition to its rights under Terms of Service, PagerDuty may limit, restrict, or prohibit Labs use at any time for any reason, including unfair or improper use, at its sole discretion. In some cases, PagerDuty may require users to switch Services, including switching to paid Services or graduated Services, to maintain use. While PagerDuty will attempt to provide notice of such changes, notice may not be possible in some cases.