Platform Launch FAQ

Existing Customers

• What will happen to my plan?

  As an existing customer, we will transition you to the new plans in next few months. At that time of transition, we will rename your plan to the new plans and products available. That will make sure you still get all of your features and functionality. There will be no other changes to your plan from this launch. We will notify you again when we are transitioning your account to the new structure.

• Will I be able to renew my plan when it is up for renewal?

  Yes, as an existing customer, we will continue allowing renewals on Basic and Standard plans until we transition you to the new structure. After that point, you will be renewing on the new structure with the same functionality and same price.

• How does my plan map to the new plans released?

  If you are on Standard plan, your feature functionality will be mapped to Platform Business, Modern Incident Response and you will continue receiving the feature: Time-based alert grouping.

  If you are on Basic plan, your feature functionality will be mapped to Platform Team. Platform Team has additional features such as dynamic notifications, suppression, defined support hours, workflow extensions and unlimited domestic SMS & phone notifications based on country of billing.

• How can I change my plan?

  If you are a current customer on Basic or Standard plan, you can contact us to upgrade your plan.

• How can I purchase new products?

  If you are a current customer on Basic or Standard plan, you can contact us to purchase Event Intelligence, Modern Incident Response, PagerDuty Visibility and PagerDuty Analytics.

• As an Enterprise customer, what are the changes to my plan?

  In June, you were granted access to Event Intelligence. Now you will also have access to PagerDuty Visibility.

• As a Standard customer, if I upgrade to Enterprise Plan, what will I get?

  If you upgrade to Enterprise Plan, you will receive both Event Intelligence and PagerDuty Visibility. You will also receive free stakeholder users on your account. Furthermore, if you have 100 users or more, you will receive dedicated customer success manager.

• As a Lite customer, are there any changes to my plan?

  In June, we added Event Routing to your plan. At this time, there are no further changes to your plan.

• Are you increasing my price?

  No, as an existing customer, you are not subjected to any price changes at this point.

• What are stakeholder users? Can I add stakeholder users to the plan?

  Stakeholder user license is a lower cost user license for business stakeholders who can have read-only access to your PagerDuty products. If you purchase Modern Incident Response or if you are on Standard plan, stakeholder users can subscribe to incidents for real-time updates during critical outages to improve organization-wide response. Otherwise, Stakeholder user license does not come with the ability to send status updates.

  You can add stakeholder users to your Platform Team, Platform Business, and Standard plan. If you are on Basic plan, you will need to contact us to move to Platform Team. We can do this at no cost for you. Once you are on Platform Team plan, you can add Stakeholder users.