Effective: November 6, 2024

This PagerDuty Service Level Agreement (“SLA”) applies to Customer's use of the Hosted Service(s) purchased by Customer and is governed by the PagerDuty Terms of Service or master agreement executed between Customer and PagerDuty, as applicable (the “Agreement”). The SLA applies separately to each Customer account using the Hosted Service(s) and it does not apply to Hosted Service(s) provided at no charge, including any Free Trial period, Free Plan or Pre-Release Technology. Any capitalized terms not defined herein shall have the respective meanings given to them in the Agreement. PagerDuty reserves the right to update this SLA from time to time pursuant to the Modifications Section of the Agreement.

  1. Definitions.
    1. “Delivery Service” means a third-party service provider used to send notifications to a Recipient, for example a telephone service (e.g., Verizon, AT&T), push notification provider (e.g., Google, Apple), SMS provider, or email provider.
    2. “First Responder Notification” means the notification to the Recipient assigned to review an initial alert for a new Incident, provided that such notification must have been designated as High Urgency within the Hosted Service and Customer must have complied with the Customer Responsibilities set forth herein.
    3. “Jeli Service” means PagerDuty's post-incident review products available through app.jeli.io.
    4. “Runbook Automation” means PagerDuty's products for authoring, managing and executing automated runbooks, workflows, tasks or processes.
    5. “Workflow Automation (Previously Catalytic)” means PagerDuty's products for workflow automation available on pushbot.com.
  2. Service Commitment.
    1. PagerDuty will use commercially reasonable efforts to meet the following service level commitments for the stated functions from the Hosted Service:
      1. Notification Delivery SLA (excluding Runbook Automation and Jeli Service): Once an Incident is triggered, the Hosted Service will deliver the First Responder Notification within the Notification Delivery Period for 99.9% of the notifications sent by the Hosted Service for the Customer during any calendar month. The “Notification Delivery Period” is five (5) minutes and it is measured as the time it takes the Hosted Service to deliver a First Responder Notification to Delivery Service(s) in accordance with the Service configuration and Contact Information. More specifically, the Notification Delivery Period begins at the time the Hosted Service receives the trigger event notification to the time PagerDuty's internal logs show that the Hosted Service sent an Alert to the designated Delivery Service(s), less the delay time (if any) specified in the Service configuration. The Notification Delivery SLA applies only to PagerDuty Services that are required to deliver First Responder Notifications.
      2. Hosted Services Web Application Acknowledgement and Resolution SLA (excluding Runbook Automation and Jeli Service): PagerDuty's ability to provide basic acknowledgement and resolution functionality of a web request via our web application will be available 99.9% of the time during any calendar month.
      3. Runbook Automation SLA: PagerDuty Runbook Automation Service will be available 99.5% of the time during any calendar month. Runbook Automation is considered available if Customers are able to authenticate and trigger a job.
      4. Jeli Service SLA: PagerDuty Jeli Service will be available 99.9% of the time during any calendar month. Jeli Service is considered available if Customers are able to access the Jeli Service.
      5. Workflow Automation (Previously Catalytic) SLA: Workflow Automation (Previously Catalytic) will be available 99.9% of the time during any calendar month and is considered available if Customers are able to start a workflow on their pushbot.com subdomain.
    2. PagerDuty is not responsible for failures caused by factors not in PagerDuty's control including but not limited to failures caused by:
      1. Problems beyond or outside of the Hosted Service including (i) Customer's own telecommunications, Delivery Service or internet service providers, email domain server availability or mobile push notification providers; (ii) a Force Majeure Event; or (iii) intentional or accidental filtering of network traffic by national governments, carriers or regulatory bodies.
      2. Issues that arise from PagerDuty's suspension or termination of Customer's right to use the Service as allowed or required by the Agreement, Acceptable Use Policy, government or court orders, or other agreements.
  3. Customer Responsibilities. Customer will (i) configure and use the Hosted Service(s) correctly in accordance with the Documentation; (ii) follow proper procedure in communicating the Incident to PagerDuty; and (iii) maintain and update all Contact Information. PagerDuty's ability to meet its obligations in this SLA are dependent upon Customer performing its responsibilities.
  4. Service Credits.
    1. If PagerDuty fails to meet any of the SLAs set forth herein, Customer may receive a service credit toward future Fees owed to PagerDuty for the applicable Hosted Service(s). The Service Credit is calculated as ten percent (10%) of the Fees paid for or attributable to the month when the alleged SLA breach occurred for each of the SLA's.
    2. Service Credits are subject to the following:
      1. Customer must submit a written Service Credit request to PagerDuty via servicecreditrequest@pagerduty.com within fifteen (15) days of the end of the calendar month in which the alleged SLA breach occurred. Customer must include reasonable evidence that they were affected by the alleged SLA breach.
      2. Service Credits are not cumulative – there shall only be a single Service Credit given for all SLA breaches with a single cause.
      3. Service Credits are calculated on a per-subdomain basis for Notification Delivery SLA and Hosted Services Web Application Acknowledgement and Resolution SLA (excluding Runbook Automation and Jeli Service).
      4. Service Credits are capped at a maximum of thirty percent (30%) of total Fees paid for or attributable to the calendar month when the alleged SLA breach(es) occurred.
      5. Customers who are past due on any payments owed to PagerDuty are not eligible to receive Service Credits.
      6. Service Credits cannot be exchanged for cash. Service Credits don't entitle Customer to a refund or any other payment from PagerDuty.
    3. THIS SERVICE LEVEL AGREEMENT SETS FORTH CUSTOMER'S SOLE AND EXCLUSIVE REMEDY FOR ANY FAILURE OF SERVICE AVAILABILITY OR NON-PERFORMANCE OR FAILURE TO CONTACT THE DESIGNATED PERSONNEL.