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
Silver Services
Gold Services
Premium Support*
Knowledge base & Community forum access
 ✓ ✓ ✓ ✓ –
PagerDuty 101 trainings
 ✓ ✓ ✓ ✓ –
On-demand PagerDuty University 
 ✓ Basics ✓ 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 –
New feature release notifications
 ✓ ✓ ✓ ✓ –
Designated CSM
 n/a (self-paced onboarding provided) ✓ 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
 n/a n/a On-demand (8 hours/quarter) On-demand (40 hours/quarter) + Accelerate package: Leverage our Expert Services team to set up your PagerDuty account to your specification and our best practices. –
Email and phone support
 n/a ✓ Business hours1

limited availability2

 ✓ 24x7x365 for critical issues3 ✓ Designated Support agent + 24x7x365 for critical issues3 ✓ 24x7x365 for critical issues3
Chat support
 n/a ✓ Business hours1 ✓ Business hours1 ✓ Business hours1 ✓ Business hours1
Target initial Support request response time
 n/a n/a ✓ 4

P1 (urgent): 1 hour

P2 (high): 2 hours

P3 (normal): 8 hours

P4 (low): 24 hours

 ✓ 4

P1 (urgent): 1 hour

P2 (high): 2 hours

P3 (normal): 8 hours

P4 (low): 24 hours

 ✓ 4

P1 (urgent): 1 hour

P2 (high): 2 hours

P3 (normal): 8 hours

P4 (low): 24 hours
Priority Support request queue
 n/a n/a ✓ ✓ ✓

* Add-on to any plan, included in Silver Services and Gold Services
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