The PD Reliability Platform is PagerDuty’s platform subscription. The Product-Specific Terms describe it as a unified platform for which customers are charged a Platform fee and receive a subscription-based right to access a set of integrated capabilities, called Features, during the Subscription Term.[1] The terms add that Features have annual limits based on the subscribed plan, which are detailed on PagerDuty’s pricing page and called Platform Limits, and that PagerDuty names the platform as the successor to PagerDuty Operations Cloud.[1] The model differs from PagerDuty’s per-user plans because the price is a fee for a package of capacity, not a count of licences.
Tiers
The pricing page lists four tiers, each with included seats, events and AI actions.[2]
| Tier | Platform fee per year | Seats | Events | Live Call Routing lines |
|---|---|---|---|---|
| Starter | USD 2,800 | 10 | 5,000 | 1 |
| Essential | USD 12,000 | 20 | 40,000 | 2 |
| Plus | USD 48,000 | 50 | 150,000 | 3 |
| Ultimate | Custom pricing | 500 | 2,000,000 | 3 |
The table comes from the pricing page’s Platform limits section, which describes the amounts as seeded amounts included with each plan, with credit packs covering additional usage.[2] Each tier also lists AI Actions and Stakeholders as included, but the page does not state the AI Action quantity for each tier in the section consulted. The billing documentation gives only an example of a seeded allotment of 20 seats, 20,000 events or 1,000 AI actions per plan period.[3] The catalog holds these as PD Reliability Platform Starter, Essential, Plus and Ultimate SKUs.
The platform tier amounts are not interchangeable. PagerDuty’s FAQ states that the capabilities allocated to each tier cannot be exchanged or swapped for other capabilities within the platform, as they are an integrated part of the offering.[2] Payment is required upfront to receive access to the platform.[2] The same FAQ states that when seat or event needs fall between two tiers, customers can buy credits to bridge the gap.[2]
Metrics
Seat
A Seat is the platform’s user unit. The pricing page says seats are specific to the PD Reliability Platform plans, include stakeholder licenses, and are calculated using the highest number of seats used during the previous month.[2] The billing documentation says that seats are billed at the highest seat count during the month, which is described as the monthly seat peak that increases automatically but does not decrease when users are offboarded mid-month.[3] On platform plans the billable seat count can be adjusted once every 90 days through an Adjust billing link, resets take effect at the start of the next term, and the current month’s bill does not change; if the seat count rises above the reset value before the term ends, the higher count becomes the billable count.[3] The catalog row is Seat. Unlike the per-user plans, where stakeholders are a separately billed licence, platform seats include stakeholder licences.
Event
An Event is a data object submitted to PagerDuty’s events API, including through third-party integrations or email integrations, that is accepted and processed by the platform. Events found invalid, rate-limited or rejected are not counted.[2][1] On the platform, event intelligence is called Signal Intelligence.[2] The AIOps documentation counts every event the platform accepts and processes, including events sent while a service is in a Maintenance Window.[4] The catalog row is Event.
AI Action
AI Actions include workflow actions marked as premium in the service and PagerDuty Advance actions. They are consumed according to the action type, and they are charged when they run, not when they are configured, for example added to a workflow.[1] PagerDuty may change the number of AI Actions consumed per action type at its sole discretion, an action may fail if the customer lacks the quantity, and unused AI Actions at the end of the Subscription Term do not roll over or result in refunds.[1] The Customer Service Ops plans state included one-time AI Action quantities: 1,000 on Professional and 5,000 on Business.[5] The billing documentation states that the AI Actions usage card breaks consumption down by action type, such as incident summarization, status update or the SRE agent, with credit prices per action type.[3]
Live Call Routing line
Live Call Routing Lines are fixed, dedicated phone numbers that route calls or voicemails to responders, and the platform bills the highest active line count in the month.[2][3] Live Call Routing is an add-on for Incident Management plans.[2]
Credits and overage
The Product-Specific Terms define Credits as the payment mechanism used within the platform to redeem additional Features. They are allotted for annual use unless the Order Form says otherwise, and unused Features and Credits expire annually without rolling over to later years of the term.[1] The order of consumption is fixed: platform use first draws against annual Platform Limits for included Features, and once a Feature reaches its annual limit, further activity for that Feature in the same annual period draws against available Credits.[1] Credits are not a separate product, give no new functionality, can be used only with an active platform subscription, and cannot be reversed or exchanged after redemption.[1]
If usage exceeds Platform Limits for a Feature, the customer must purchase additional Credits to continue using that Feature. If there are not enough Credits, PagerDuty may limit or suspend access to the platform until the earlier of a Credit purchase or the reset of limits at the start of the next annual period, and it gives no refunds for unused Features or Credits.[1] The pricing page adds that credits work across capabilities and can be spent where needed, but once consumed cannot be reassigned.[2] The documentation shows the usage in the application under Subscriptions: a summary shows total platform capacity used with a breakdown by seats, events and AI actions, and credit conversion rates for each capability are tiered by volume.[3] Only the Account Owner has access to the usage view; it breaks usage down by team and lets the Account Owner download a CSV report.[3] Usage that cannot be attributed to a team appears in a Global row when users lack a primary team.[3]
The catalog holds the program PD Reliability Platform credits and the rule that included limits are used before credits.
Two points deserve emphasis for planning. First, PagerDuty may adjust Platform Limits, add or remove Features, without providing material functional equivalents; any reduction in limits or Feature availability does not apply to the customer until the next subscription term begins, and changes are published on the pricing page.[1] Second, the customer is responsible for ensuring that usage does not exceed Platform Limits at any time, which the terms say is tracked during the Subscription Term, so the limit is not a once-a-year reconciliation but a continuous one.[1]
AIOps and Signal Intelligence
AIOps and Signal Intelligence are the same capability under different plans. AIOps is a standalone add-on for Incident Management and legacy plans, and Signal Intelligence is included in the platform plans, where it is disabled by default on newly created services and event orchestrations.[4] PagerDuty states that the AIOps SKU continues to be available for sale and renewal.[2] The documentation records that AIOps launched in April 2023 as the evolution of the Legacy Event Intelligence add-on, which was priced per seat, whereas AIOps is priced by event consumption.[4]
For the standalone add-on, the Product-Specific Terms bill AIOps on a consumption model based on events per year. Each tier has a minimum and a maximum number of events. If consumption exceeds the maximum for the purchased tier, further events for the remainder of the year are billed per event at overage rates in arrears monthly, events are non-refundable including overage events, a customer may upgrade tiers at any time without credit for overage events already bought, and unused events do not roll over to the next annual period.[1] PagerDuty emails the Account Owner when an account reaches 50, 80, 90, 100 or 150 percent of purchased AIOps events.[4] The AIOps documentation also describes an increase of the events API rate limit from 120 events per minute per key up to 10,000 events per minute per key on request.[4]
Counting events is therefore a technical exercise as much as a contractual one. Because accepted events are counted, including those arriving during maintenance windows, the volume depends on monitoring configuration, integration deduplication and rate limiting. A reviewer should compare the usage report to monitoring tools before accepting a proposed tier.
PagerDuty Advance
The Product-Specific Terms treat PagerDuty Advance actions as AI Actions, and PagerDuty states that the PagerDuty Advance SKU remains available for sale and renewal, while inside the platform similar AI capabilities are called AI Actions.[1][2] Some AI Actions use generative AI, and the customer agrees to comply with the restrictions in PagerDuty’s AI disclosure and takes responsibility for how results are used.[1]
Support and availability
The Standard Service Level Agreement, effective 2026-09-14, applies to hosted services purchased by the customer and not to services provided at no charge. It commits to delivering first responder notifications within five minutes for 99.9 percent of notifications each calendar month and to 99.9 percent availability of basic acknowledgement and resolution in the web application.[7] The Terms of Service say that failing to comply with usage limits may cause service malfunction, additional usage fees or suspension.[6]
Out of scope
This article does not cover the per-user plans, negotiated discounts or credit pack prices, which are not public, or the technical details of features included in each tier.