“Availability Outage” means that the Service is not available to Customer for thirty (30) or more consecutive minutes, measured by PagerDuty’s server logs.
“Service” means PagerDuty’s hosted Incident tracking and alerting solution.
“Hours of Operation” shall be twenty-four (24) hours per day, three hundred sixty-five (365) days per year, excluding any time for Maintenance Outages.
“Incident” means an event that triggers the Service to alert a Responder using the Contact Information. Customer must configure the Service and supply the Contact Information in accordance with the Documentation to recognize and respond to Incidents.
“Contact Information” means the names, email addresses, and telephone numbers of the Responders.
“Responders” mean Customer IT personnel that the Customer wants the Service to alert in the event of an Incident, along with any ancillary information such as alert priorities.
“First Responder” means the Responder assigned to receive the initial alert for a new Incident.
“First Responder Alert” means a High Urgency Alert notification to a First Responder
“Successful Alert” means a First Responder Alert notification that was sent by a Delivery Service that has reported successful delivery through available means such as delivery receipt callbacks or polled status endpoints as defined in Delivery Period below.
“Delivery Service” means a third party service provider indicated in the Contact Information used to send an alert to a Responder such as a telephone service (e.g., Verizon, AT&T), push notification provider (e.g., Google, Apple), SMS provider, or email provider.
“Successful Attempt” means the Service has made the attempt to send the First Responder Alert using the designated Delivery Services, but not actual receipt or acknowledgement of delivery, which depends on Customer behavior that is outside of PagerDuty’s control.
“Delivery Period” means the time it takes the Service to deliver a First Responder Alert in accordance with the Service configuration and Contact Information limited to an address or device registered and located in the United States of America or Canada as shown by PagerDuty’s logs. For clarity, the Delivery Period is measured from the time that PagerDuty receives the trigger event notification from Customer to the time the logs show that the Successful Alert or Successful Attempt was delivered, less the delay time (if any) specified in the Service configuration. The logs used to measure the Delivery Period depend on the type of Delivery Service: