Effective: September 5, 2024

These Product-Specific Terms form part of, and are subject to, the Terms of Service, currently located at https://www.pagerduty.com/terms-of-service/ or master agreement executed between PagerDuty, Inc. (“PagerDuty”) and Customer for the provision of the PagerDuty Services set forth below (the “Agreement). To the extent Customer is using any of the Services listed below, the additional terms corresponding to those Services apply to Customer's use thereof. PagerDuty reserves the right to update these Product-Specific Terms from time to time pursuant to the modification terms set forth in the Agreement.

PagerDuty Advance

PagerDuty Advance leverages generative AI to generate results. Users may make a request in a PagerDuty Advance feature (each request deemed an “Action”). Each Action will consume various amounts of credits based on the type of Action requested (“Action Type(s)”). The Action Types and number of credits consumed by each Action Type are set forth at https://support.pagerduty.com/main/docs/pagerduty-advance. Customer acknowledges and agrees that the number of credits consumed per Action may change at PagerDuty’s sole discretion, and an Action may fail if Customer does not have sufficient credits for the Action Type requested. Unused credits remaining at the end of Customer's then-current Subscription Term shall not roll over to any following Subscription Term, and will not result in any refunds.

It is Customer’s sole responsibility to determine how to use any result generated by PagerDuty Advance. Consistent with PagerDuty’s Acceptable Use Policy found at https://www.pagerduty.com/acceptable-use-policy/, Customer may not use PagerDuty Advance features to generate suggestions that Customer knows, or reasonably should know, would be unlawful or would infringe on the rights of others.

PagerDuty AIOps

PagerDuty AIOps subscriptions are billed on a consumption-based pricing model based on the number of Events that Customer consumes during the Subscription Term. An "Event" is defined as a data object submitted to PagerDuty's events API or email integrations that has been accepted and processed by the Hosted Services. For example, an Event may be an alert originating from a monitoring system detecting and reporting a problem, or that the problem has been fixed, possibly including information about the specific systems impacted by the problem, and how severe the problem is. This can also include events ingested through the events API using PagerDuty's pre-built integrations with third-party tools. For the avoidance of doubt, Event consumption does not include events that were found invalid, rate-limited, or were otherwise rejected by the Hosted Services.

Each tier shall include a minimum and maximum number of Events. For Customers purchasing AIOps subscriptions on non-annual Subscription Terms, the number of Events and Fee will be prorated to the length of Customer's Subscription Term. If Customer's Event consumption exceeds the maximum number of Events for the applicable tier purchased, additional Events for the remainder of the Subscription Term will be billed on a per Event basis, in arrears on a monthly basis at overage rates. Customer may also elect to upgrade subscriptions to a higher Event tier at any time. If Customer upgrades to a higher Event tier, the number of Events and Fee for the higher tier will be prorated for the remainder of the then-current Subscription Term and all subscriptions shall terminate on the same date. For the avoidance of doubt, Events are non-refundable, including overage Events. In the event Customer elects to upgrade its subscription during an applicable Term, no refunds or credits shall be offered for Events that Customer purchased on an overage basis. Unused Events remaining at the end of Customer's then-current Subscription Term shall not roll over to any following Subscription Term.

PagerDuty Runbook Automation and Process Automation On-Prem

PagerDuty Runbook Automation and Process Automation On-Prem subscriptions are purchased based on the number of Users (as defined in the Agreement) per month during the Subscription Term. For the avoidance of doubt, individuals who access the Service through Customer's own application user interface login or API access are still Users of the Service, as these are still individuals Customer has authorized to use the Service.

PagerDuty University

PagerDuty University Virtual Training(s) shall expire and become invalid if not used by Customer within six (6) months from the Order Form Effective Date. Once PagerDuty University Virtual Training(s) have expired, no refunds, extensions, or credits shall be allowed. Virtual Instructor-led training courses are intended for up to 50 people per session.

Professional Services

Professional Services hours shall expire and become invalid if not used by Customer within 90 days from the Order Form Effective Date. Once Professional Services hours have expired, no refunds, extensions, or credits shall be allowed. The applicable SOW for Professional Services SKUs purchased on Customer's Order Form can be found at https://www.pagerduty.com/professional-services-online-sow/