{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "pagerduty",
    "name": "PagerDuty",
    "vendor": "PagerDuty",
    "website": "https://www.pagerduty.com",
    "category": "monitoring-and-observability",
    "category_name": "Monitoring & Observability",
    "tags": [],
    "sla_url": "https://www.pagerduty.com/standard-service-level-agreement/",
    "last_verified": "2026-06-23",
    "sla_status": "credit",
    "sla_status_label": "Credit-backed",
    "sla_help_wanted": false,
    "status_page": null,
    "scope": "global",
    "uptime": 99.9,
    "max_credit_percent": 30,
    "max_credit": {
      "kind": "capped",
      "label": "30%",
      "value": 30,
      "unit": "percent"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "standard",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "flat",
      "remedy": "credit",
      "max_credit_percent": 30,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": [
        {
          "below": 99.9,
          "credit": 10
        }
      ]
    },
    "claim_process": {
      "deadline_days": 15,
      "deadline_basis": "end_of_calendar_month",
      "business_days": false,
      "method": "Email",
      "url": "mailto:servicecreditrequest@pagerduty.com",
      "required_evidence": [
        "Reasonable evidence that the customer was affected by the alleged SLA breach"
      ],
      "review_days": null,
      "credit_application": "Not specified"
    },
    "exclusions": [
      "Customer's own telecommunications, Delivery Service or internet service providers, email domain server availability or mobile push notification providers",
      "Force Majeure Event",
      "Intentional or accidental filtering of network traffic by national governments, carriers or regulatory bodies",
      "Issues arising from PagerDuty's suspension or termination of Customer's right to use the Service",
      "Services provided at no charge (Free Trial, Free Plan or Pre-Release Technology)"
    ],
    "support": {
      "tiers": [
        "Tech Touch",
        "Standard Success",
        "Premium Support",
        "Silver Services",
        "Gold Services"
      ],
      "has_24x7": true,
      "fastest_response": "1 hour (P1/Urgent, Premium+)",
      "response_is_sla": false,
      "designated_contact": "csm",
      "architecture_review": false,
      "professional_services": true,
      "success_program": true,
      "training": true,
      "pricing": "custom",
      "source_url": "https://www.pagerduty.com/support-policy/",
      "note": "CSM at Standard Success; Silver/Gold add QBRs and instructor-led training. 24x7 at Premium+ (off-hours limited to P1/P2). Gold Services adds a designated CSM + Customer Success Engineer + ~40 hrs/quarter professional services. 24x7 at Premium+ (off-hours limited to P1/P2). Gold Services adds a designated CSM + Customer Success Engineer + ~40 hrs/quarter professional services."
    },
    "support_tiers": [
      {
        "name": "Standard",
        "slug": "standard",
        "price": "Included",
        "sla_eligible": true,
        "response_time": "< 24 hours"
      },
      {
        "name": "Enterprise",
        "slug": "enterprise",
        "price": "Custom",
        "sla_eligible": true,
        "response_time": "< 1 hour"
      }
    ],
    "sla_tiers": [],
    "services": [
      {
        "id": "incidents",
        "name": "Incident Response",
        "category": "operations",
        "description": "Incident management platform",
        "sla_url": "https://www.pagerduty.com/standard-service-level-agreement/",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "oncall",
        "name": "On-Call Management",
        "category": "operations",
        "description": "On-call scheduling",
        "sla_url": "https://www.pagerduty.com/standard-service-level-agreement/",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "analytics",
        "name": "Operations Analytics",
        "category": "analytics",
        "description": "Operational insights",
        "sla_url": "https://www.pagerduty.com/standard-service-level-agreement/",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "automation",
        "name": "Runbook Automation",
        "category": "automation",
        "description": "Incident automation",
        "sla_url": "https://www.pagerduty.com/standard-service-level-agreement/",
        "uptime": 99.5,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "PagerDuty is a Monitoring & Observability provider. See the official SLA at [https://www.pagerduty.com/standard-service-level-agreement/](https://www.pagerduty.com/standard-service-level-agreement/).\n\n<!-- Add human-readable notes about PagerDuty's SLA nuances here. -->"
  }
}