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Products

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Products

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Incident Management

End-to-end orchestration for rapid issue resolution.

AI at PagerDuty

Revolutionize operations at the speed of AI.

Automation

Accelerate critical work across the enterprise.

AI Agents

Redefine operations with AI Agents that ignite growth.

Status Pages

A single source of truth for system status.

PagerDuty Advance

Generative AI for critical operations work.

Customer Service Ops

Bridge support and engineering teams.

AIOps

Reduce alert noise and accelerate triage.

Platform

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Developer Platform

Customize your PagerDuty experience.

Professional Services

Get more value from PagerDuty.

Security

View our trust and compliance practices.

Enterprise Class

Secure, reliable, extensible, and scalable.

Integrations

Work how you want with PagerDuty.

Discover what PagerDuty Automation can do for you.

Discover what PagerDuty Automation can do for you.

Solutions

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Solutions

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Incident Management Transformation

Operations Center Modernization

Automation Standardization

Customer Experience Operations

Digital Operations Resiliency

Scaled Service Ownership

Remote-Location Operations

Use Cases

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Security Incident Management

LLMOps

DataOps

FinOps

ComplianceOps

CrisisOps

See All Use Cases  →

Industries

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Financial Services

Healthcare

Non Profit

Public Sector

Retail

AI Infrastructure

FOX Customer Story
Operational Integrity at FOX

See how this media company's modern approach to digital operations helped reduce costs, accelerate innovation, and drive revenue growth.

Work how you want with PagerDuty.

Explore our 700+ integrations
Explore our 700+ integrations
FOX Customer Story
Operational Integrity at FOX

See how this media company's modern approach to digital operations helped reduce costs, accelerate innovation, and drive revenue growth.

Pricing

Company

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Who We Are

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Careers

Investor Relations

Leadership

Newsroom

About us

We're empowering teams with the time and efficiency to build the future.

Our Impact

See how we are building resilience and accelerating change.

FY24 Impact Report
FY24 Impact Report

Learn about our efforts around global employee engagement, sustainability, and more.

FY24 Impact Report
FY24 Impact Report

Learn about our efforts around global employee engagement, sustainability, and more.

Resources

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Resources

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Library

Blog

Demos

Webinars

Events

Ebooks

Customer Stories

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TUI

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DraftKings

Australian Bank

Vodafone

Fox Corporation

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Contact Us
Get leading-edge insights from our leadership and customers at PagerDuty on Tour
PagerDuty on Tour - On Demand

Get leading-edge insights from our leadership and customers at PagerDuty on Tour

Products

Platform

PagerDuty Operations Cloud

The platform for mission-critical work in the modern enterprise.

Incident Management

End-to-end orchestration for rapid issue resolution.

AI at PagerDuty

Revolutionize operations at the speed of AI.

Automation

Accelerate critical work across the enterprise.

AI Agents

Redefine operations with AI Agents that ignite growth.

Status Pages

A single source of truth for system status.

PagerDuty Advance

Generative AI for critical operations work.

Customer Service Ops

Bridge support and engineering teams.

AIOps

Reduce alert noise and accelerate triage.

Work how you want with PagerDuty.

Explore our 700+ integrations

Developer Platform

Customize your PagerDuty experience.

Professional Services

Get more value from PagerDuty.

Security

View our trust and compliance practices.

Enterprise Class

Secure, reliable, extensible, and scalable.

Integrations

Work how you want with PagerDuty.

See how PagerDuty works for you.

Request a demo

Template and Prompt Library

Discover what PagerDuty Automation can do for you.

Explore now

Solutions

Incident Management Transformation
Operations Center Modernization
Automation Standardization
Customer Experience Operations
Digital Operations Resiliency
Scaled Service Ownership
Remote-Location Operations

Use Cases

Security Incident Management
LLMOps
DataOps
FinOps
ComplianceOps
CrisisOps
See All Use Cases →

Industries

Financial Services
Healthcare
Non Profit
Public Sector
Retail
AI Infrastructure
FOX Customer Story

Operational Integrity at FOX

See how this media company's modern approach to digital operations helped reduce costs, accelerate innovation, and drive revenue growth.

Watch now

Work how you want with PagerDuty.

Explore our 700+ integrations

Who We Are

Thought Leadership
Awards
Careers
Investor Relations
Leadership
Newsroom

About us

We're empowering teams with the time and efficiency to build the future.

Learn more

Our Impact

See how we are building resilience and accelerating change.

Learn more
FY24 Impact Report

FY24 Impact Report

Learn about our efforts around global employee engagement, sustainability, and more.

Read the report

Resources

Library
Blog
Demos
Webinars
Events
Ebooks

Customer Stories

TUI
Zoom
Carnival
DraftKings
Australian Bank
Vodafone
Fox Corporation
See All Customers →

Learning

Template and Prompt Library
PagerDuty University
Community
Ops Guides
Knowledge Base
Get leading-edge insights from our leadership and customers at PagerDuty on Tour

PagerDuty on Tour - On Demand

Get leading-edge insights from our leadership and customers at PagerDuty on Tour

Watch Now

Have a question? We're here to help.

Contact Us

Standard Service Level Agreement

Table of Contents

Product Terms

  • Terms of Service
  • Standard Service Level Agreement
  • Product-Specific Terms

Partner Terms

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  • Process Automation
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  • Information Security Practices
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  • Event Terms
  • Trial Terms

Security

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Privacy

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Effective: November 6, 2024

This PagerDuty Service Level Agreement (“SLA”) applies to Customer's use of the Hosted Service(s) purchased by Customer and is governed by the PagerDuty Terms of Service or master agreement executed between Customer and PagerDuty, as applicable (the “Agreement”). The SLA applies separately to each Customer account using the Hosted Service(s) and it does not apply to Hosted Service(s) provided at no charge, including any Free Trial period, Free Plan or Pre-Release Technology. Any capitalized terms not defined herein shall have the respective meanings given to them in the Agreement. PagerDuty reserves the right to update this SLA from time to time pursuant to the Modifications Section of the Agreement.

  1. Definitions.
    1. “Delivery Service” means a third-party service provider used to send notifications to a Recipient, for example a telephone service (e.g., Verizon, AT&T), push notification provider (e.g., Google, Apple), SMS provider, or email provider.
    2. “First Responder Notification” means the notification to the Recipient assigned to review an initial alert for a new Incident, provided that such notification must have been designated as High Urgency within the Hosted Service and Customer must have complied with the Customer Responsibilities set forth herein.
    3. “Jeli Service” means PagerDuty's post-incident review products available through app.jeli.io.
    4. “Runbook Automation” means PagerDuty's products for authoring, managing and executing automated runbooks, workflows, tasks or processes.
    5. “Workflow Automation (Previously Catalytic)” means PagerDuty's products for workflow automation available on pushbot.com.
  2. Service Commitment.
    1. PagerDuty will use commercially reasonable efforts to meet the following service level commitments for the stated functions from the Hosted Service:
      1. Notification Delivery SLA (excluding Runbook Automation and Jeli Service): Once an Incident is triggered, the Hosted Service will deliver the First Responder Notification within the Notification Delivery Period for 99.9% of the notifications sent by the Hosted Service for the Customer during any calendar month. The “Notification Delivery Period” is five (5) minutes and it is measured as the time it takes the Hosted Service to deliver a First Responder Notification to Delivery Service(s) in accordance with the Service configuration and Contact Information. More specifically, the Notification Delivery Period begins at the time the Hosted Service receives the trigger event notification to the time PagerDuty's internal logs show that the Hosted Service sent an Alert to the designated Delivery Service(s), less the delay time (if any) specified in the Service configuration. The Notification Delivery SLA applies only to PagerDuty Services that are required to deliver First Responder Notifications.
      2. Hosted Services Web Application Acknowledgement and Resolution SLA (excluding Runbook Automation and Jeli Service): PagerDuty's ability to provide basic acknowledgement and resolution functionality of a web request via our web application will be available 99.9% of the time during any calendar month.
      3. Runbook Automation SLA: PagerDuty Runbook Automation Service will be available 99.5% of the time during any calendar month. Runbook Automation is considered available if Customers are able to authenticate and trigger a job.
      4. Jeli Service SLA: PagerDuty Jeli Service will be available 99.9% of the time during any calendar month. Jeli Service is considered available if Customers are able to access the Jeli Service.
      5. Workflow Automation (Previously Catalytic) SLA: Workflow Automation (Previously Catalytic) will be available 99.9% of the time during any calendar month and is considered available if Customers are able to start a workflow on their pushbot.com subdomain.
    2. PagerDuty is not responsible for failures caused by factors not in PagerDuty's control including but not limited to failures caused by:
      1. Problems beyond or outside of the Hosted Service including (i) Customer's own telecommunications, Delivery Service or internet service providers, email domain server availability or mobile push notification providers; (ii) a Force Majeure Event; or (iii) intentional or accidental filtering of network traffic by national governments, carriers or regulatory bodies.
      2. Issues that arise from PagerDuty's suspension or termination of Customer's right to use the Service as allowed or required by the Agreement, Acceptable Use Policy, government or court orders, or other agreements.
  3. Customer Responsibilities. Customer will (i) configure and use the Hosted Service(s) correctly in accordance with the Documentation; (ii) follow proper procedure in communicating the Incident to PagerDuty; and (iii) maintain and update all Contact Information. PagerDuty's ability to meet its obligations in this SLA are dependent upon Customer performing its responsibilities.
  4. Service Credits.
    1. If PagerDuty fails to meet any of the SLAs set forth herein, Customer may receive a service credit toward future Fees owed to PagerDuty for the applicable Hosted Service(s). The Service Credit is calculated as ten percent (10%) of the Fees paid for or attributable to the month when the alleged SLA breach occurred for each of the SLA's.
    2. Service Credits are subject to the following:
      1. Customer must submit a written Service Credit request to PagerDuty via servicecreditrequest@pagerduty.com within fifteen (15) days of the end of the calendar month in which the alleged SLA breach occurred. Customer must include reasonable evidence that they were affected by the alleged SLA breach.
      2. Service Credits are not cumulative – there shall only be a single Service Credit given for all SLA breaches with a single cause.
      3. Service Credits are calculated on a per-subdomain basis for Notification Delivery SLA and Hosted Services Web Application Acknowledgement and Resolution SLA (excluding Runbook Automation and Jeli Service).
      4. Service Credits are capped at a maximum of thirty percent (30%) of total Fees paid for or attributable to the calendar month when the alleged SLA breach(es) occurred.
      5. Customers who are past due on any payments owed to PagerDuty are not eligible to receive Service Credits.
      6. Service Credits cannot be exchanged for cash. Service Credits don't entitle Customer to a refund or any other payment from PagerDuty.
    3. THIS SERVICE LEVEL AGREEMENT SETS FORTH CUSTOMER'S SOLE AND EXCLUSIVE REMEDY FOR ANY FAILURE OF SERVICE AVAILABILITY OR NON-PERFORMANCE OR FAILURE TO CONTACT THE DESIGNATED PERSONNEL.

Platform

Incident Management AIOps Automation Business Operations Developer Platform Enterprise-Class Platform Digital Operations Management Generative AI What's New

Solutions

Incident Management Transformation Operations Center Modernization Automation Standardization Customer Experience Operations Digital Operations Resiliency Scaled Service Ownership Remote-Location Operations

Resources

Resources Library Community Forum PagerDuty On Tour Customer Stories Integration Guides Automation Library Blog Watch Demo Request a Demo Use Cases

Company

About PagerDuty Thought Leadership Newsroom Events PagerDuty.org Investor Relations Leadership Suppliers Careers Awards

Support

System Status Help & Support Partner with PagerDuty Contact Us Legal Services FAQs Accessibility Ops Guides PagerDuty University Knowledge Base

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