PAGERDUTY, INC. SUPPORT AND SUCCESS POLICY

Tech Touch and Standard Success packages automatically included at no extra charge based on annual recurring revenue. Silver Services, Gold Services, Premium Support and a la carte add-ons are available for purchase by
contacting our team.
What’s included
Tech Touch
Standard Success
Premium Support
Silver Services
Gold Services
Knowledge base
&
Community forum
access
 ✓ ✓ ✓ ✓ ✓
New feature release notifications
 ✓ ✓ ✓ ✓ ✓
PagerDuty 101 trainings
 ✓ ✓ ✓ ✓ ✓
On-demand
PagerDuty University
 ✓ Basics ✓ Advanced ✓ Advanced ✓ Advanced + on demand certification for up to 200 + 2 remote training sessions ✓ Advanced + on demand certification for up to 200 + 2 remote training sessions + 1 onsite training session
Email Support
 n/a ✓ Business hours1 ✓ 24x7x3652 ✓ 24x7x3652 ✓ 24x7x3652
Phone and Chat Support
 n/a n/a ✓ 24x7x3652 ✓ 24x7x3652 ✓ 24x7x3652
Priority Support Request Queue
 n/a n/a ✓ ✓ ✓
SLA Response Time
 n/a n/a ✓ 3
P1 (urgent): 1 hour
P2 (high): 2 hours
P3 (normal): 8 hours
P4 (low): 24 hours		 ✓ 3
P1 (urgent): 1 hour
P2 (high): 2 hours
P3 (normal): 8 hours
P4 (low): 24 hours		 ✓ 3
P1 (urgent): 1 hour
P2 (high): 2 hours
P3 (normal): 8 hours
P4 (low): 24 hours
Designated CSM
 n/a ✓ Includes quarterly metrics review and an annual business review ✓ Includes quarterly metrics review and an annual business review ✓ Includes Standard Success offerings, Customer Success Engineer support, on-site quarterly business reviews, and Premium Support ✓ Includes Silver Services offerings, designated Customer Success Engineer, and designated Customer Support Agent. –
Expert Services
 On-demand (8 hours/quarter) On-demand (40 hours/quarter) + Accelerate package4 –
1 Standard business hours per region:

  • Asia Pacific & Japan: 12×5 starting at 08:00 Monday-Friday AET, excluding major holidays
  • EMEA: 12×5 starting 08:00 Monday-Friday CET, excluding major holidays
  • Americas: 12×5 starting 08:00 Monday – Friday ET, excluding major holidays

2 Availability 24×5 starting 23:00 Sunday UTC, ending 1:00 Saturday UTC, and limited to P1 and P2 issues outside of that window.
3 Initial response only, see Target Follow-Up Times and Priority Definitions tables for more information
4 Leverage our Expert Services team to set up your PagerDuty account to your specification and our best practices.

 

Target Follow-Up Times (Premium Support)
P1 Critical: every one (1) hour until resolved or a workaround is in place
P2 High: within two (2) hours of customer’s request for an update until resolved or a workaround is in place.
P3 Medium: every three (3) business days until resolved.
P4 Low: Once per week until resolved.

 

Priority Definitions (Premium Support)
P1 Service is non-operational with critical impact to the customer’s environment and no workaround identified.
P2 Service is operational but impaired. A significant feature or function is not operating as expected and the customer’s environment is impacted with no workaround available.
P3 Service is operational with functional limitations or restrictions that are not critical to the overall operation of the customer’s environment or where a workaround is available.
P4 Service is operational with problems or errors that have little or no impact on the overall operation of the customer’s environment.

 

How to open a support case

Standard Support

Premium Support

  • Refer to the Premium Support instructions provided to you by your Customer Success Manager