PAGERDUTY, INC. SUPPORT POLICY

Support Offering
Standard Support: included in plan
Premium Support & Success: add-on purchase
Knowledge base & Community forum access ✓ ✓
Email support  ✓ Business hours1 ✓ 24x7x365 for critical issues3
Chat support ✓ Business hours1  ✓ Business hours1 
Telephone Support ✓ Business hours1, limited availability2 ✓ 24x7x365 for critical issues3
Hours of availability Business hours1 24x7x3653
Target initial response time n/a ✓4

  • P1 (urgent): 1 hour
  • P2 (high): 2 hours
  • P3 (normal): 8 hours
  • P4 (low): 24 hours
    		•
    Priority request queue n/a ✓
    Designated Customer Success Manager ✓
    1 Standard business hours: 24×5 starting 23:00 Sunday UTC, ending 1:00 Saturday UTC, excluding major holidays
    2 Availability limited to Business and Digital Operations pricing plans
    3  Limited to P1 and P2 issues only between the hours of 1:00 Saturday UTC and 23:00 Sunday UTC
    4 Initial response only, see Target Follow-Up Times and Priority Definitions tables for more information

     

    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