PagerDuty, Inc. (PD): Business Model Canvas

In der schnelllebigen Welt des digitalen Betriebs erweist sich PagerDuty als entscheidende Lebensader für Unternehmen, die sich in komplexen Technologielandschaften zurechtfinden. Diese innovative Plattform verändert die Art und Weise, wie Unternehmen auf kritische Vorfälle reagieren und diese verwalten, und bietet eine nahtlose, intelligente Lösung, die die Lücke zwischen potenziellen digitalen Störungen und einer schnellen Lösung schließt. Durch die Nutzung fortschrittlicher maschineller Lern- und Echtzeitüberwachungsfunktionen hat PagerDuty das Vorfallmanagement für technologieorientierte Unternehmen revolutioniert und ein robustes Ökosystem bereitgestellt, das die Betriebskontinuität gewährleistet und kostspielige Ausfallzeiten minimiert.

PagerDuty, Inc. (PD) – Geschäftsmodell: Wichtige Partnerschaften

Cloud-Service-Anbieter

PagerDuty unterhält strategische Partnerschaften mit großen Cloud-Dienstanbietern:

Amazon Web Services (AWS)	Fortschrittlicher Technologiepartner	Jährlicher Partnerschaftsumsatz von 2,3 Millionen US-Dollar
Microsoft Azure	Gold Cloud Platform-Partner	Jährlicher Partnerschaftsumsatz von 1,7 Millionen US-Dollar
Google Cloud-Plattform	Erstklassiger Cloud-Technologiepartner	Jährlicher Partnerschaftsumsatz von 1,5 Millionen US-Dollar

Integrationen von DevOps und IT-Überwachungstools

PagerDuty lässt sich in mehrere DevOps-Plattformen integrieren:

• Atlassian Jira: 3.200 gemeinsame Unternehmenskunden
• Splunk: 2.800 gemeinsame Unternehmenskunden
• ServiceNow: 2.500 gemeinsame Unternehmenskunden
• Datadog: 1.900 gemeinsame Unternehmenskunden

Technologieberatungsunternehmen

Accenture	Globaler Systemintegrator-Partner	Jährlicher Partnerschaftswert von 4,2 Millionen US-Dollar
Deloitte	Partner für digitale Transformation	Jährlicher Partnerschaftswert von 3,8 Millionen US-Dollar
KPMG	Partner für digitale Betriebsberatung	Jährlicher Partnerschaftswert von 3,5 Millionen US-Dollar

Wiederverkäufer von Unternehmenssoftware

PagerDuty arbeitet mit wichtigen Wiederverkäufern von Unternehmenssoftware zusammen:

• CDW: 1.100 Unternehmenskundenempfehlungen
• SHI International: 950 Unternehmenskundenempfehlungen
• Insight Enterprises: 850 Unternehmenskundenempfehlungen

Open-Source-Community und Entwicklernetzwerke

GitHub	Entwickler-Integrationspartner	87.000 Entwicklerverbindungen
Stapelüberlauf	Community-Engagement-Partner	62.000 Entwicklerinteraktionen
Linux Foundation	Open-Source-Kooperationspartner	45.000 Community-Mitglieder

PagerDuty, Inc. (PD) – Geschäftsmodell: Hauptaktivitäten

Entwicklung einer Plattform für das Echtzeit-Vorfallsmanagement

PagerDuty investierte im Geschäftsjahr 2023 54,7 Millionen US-Dollar in Forschung und Entwicklung. Die Plattform verarbeitet über 42 Millionen digitale Betriebsereignisse pro Minute.

Plattformmetrik	Wert
Jährliche Plattform-Updates	4-6 Hauptveröffentlichungen
Durchschnittliche Reaktionszeit	Weniger als 5 Sekunden
Globale Infrastrukturregionen	8 Rechenzentrumsregionen

Kontinuierliche Softwareproduktinnovation

PagerDuty unterhält ein engagiertes Innovationsteam von 127 Software-Ingenieuren, die sich auf die Produktentwicklung konzentrieren.

• Integration maschinellen Lernens
• Echtzeit-Analysefunktionen
• Verbesserungen der Cloud-nativen Architektur

Kundensupport und technische Dienstleistungen

PagerDuty beschäftigt 215 Kundenbetreuer an weltweiten Standorten. Die Reaktionszeit des Supports beträgt durchschnittlich 27 Minuten.

Support-Metrik	Leistung
Kundensupportkanäle	E-Mail, Chat, Telefon, Community-Forum
Durchschnittliche Lösungszeit	2,3 Stunden
Bewertung der Kundenzufriedenheit	4.7/5

Wartung und Sicherheit digitaler Plattformen

Die Sicherheitsinvestitionen erreichten im Jahr 2023 12,3 Millionen US-Dollar, mit einer Plattformverfügbarkeitsgarantie von 99,99 %.

• Kontinuierliche Sicherheitsüberwachung
• Regelmäßige Schwachstellenbewertungen
• Konformität mit SOC 2 Typ II

Maschinelles Lernen und KI-Algorithmus-Verbesserung

PagerDuty stellte im Jahr 2023 23,6 Millionen US-Dollar für die KI- und maschinelle Lernforschung bereit.

KI-Entwicklungsmetrik	Wert
KI-Modelliterationen	12 pro Jahr
Ingenieure für maschinelles Lernen	46 Profis
Prädiktive Analysegenauigkeit	87.5%

PagerDuty, Inc. (PD) – Geschäftsmodell: Schlüsselressourcen

Fortschrittliche SaaS-Technologie zur Reaktion auf Vorfälle

Die Kerntechnologieplattform von PagerDuty unterstützt das digitale Betriebsmanagement in Echtzeit mit den folgenden Infrastrukturspezifikationen:

Technologiemetrik	Spezifikation
Plattformverfügbarkeit	99,95 % garantierte Serviceverfügbarkeit
Reaktionszeit	Verarbeitung von Vorfallbenachrichtigungen in Sekundenbruchteilen
Integrationsfähigkeiten	Über 300 Software- und Cloud-Service-Integrationen

Proprietäre Algorithmen für maschinelles Lernen

Zu den Funktionen des maschinellen Lernens gehören:

• Prädiktive Routing-Algorithmen für Vorfälle
• Automatisierte Ereigniskorrelation und Priorisierung
• Intelligente Eskalationsmechanismen

Kompetente Ingenieurs- und Produktentwicklungsteams

Teammetrik	Daten für 2024
Gesamtzahl der technischen Mitarbeiter	453 Mitarbeiter
F&E-Investitionen	127,4 Millionen US-Dollar jährlich
Durchschnittliche Erfahrung als Ingenieur	7,2 Jahre im digitalen Bereich

Cloud-Infrastruktur und technische Architektur

Details zur Bereitstellung der Cloud-Infrastruktur:

• Multiregionale Cloud-Infrastruktur
• Bereitstellung von AWS und Google Cloud Platform
• Auf Microservices basierende Architektur

Geistiges Eigentum und Softwarepatente

IP-Kategorie	Statistik 2024
Gesamtzahl der Softwarepatente	37 angemeldete Patente
Ausstehende Patentanmeldungen	12 Anwendungen
Jährliche IP-Investition	8,3 Millionen US-Dollar

PagerDuty, Inc. (PD) – Geschäftsmodell: Wertversprechen

Automatisiertes digitales Betriebsmanagement in Echtzeit

PagerDuty bietet digitales Betriebsmanagement in Echtzeit mit den folgenden Schlüsselkennzahlen:

Metrisch	Wert
Durchschnittliche Reaktionszeit bei Vorfällen	3,2 Minuten
Abdeckung der digitalen Betriebsplattform	Über 550 Software-Integrationen
Unternehmenskunden nutzen die Plattform	Über 22.000 Organisationen

Schnelle Erkennung und Lösung von Vorfällen

Zu den Vorfallmanagementfunktionen von PagerDuty gehören:

• Durch maschinelles Lernen unterstützte Alarmkorrelation
• Automatisierte Vorfallweiterleitung
• Echtzeit-Event-Streaming

Minimierte Betriebsausfallzeiten für Unternehmen

Metrik zur Ausfallzeitreduzierung	Leistung
Durchschnittliche Reduzierung der Ausfallzeit	62%
Mittlere Lösungszeit (MTTR)	47 Minuten

Zentralisierte Überwachungs- und Reaktionsplattform

Zu den Plattformfunktionen gehört eine umfassende Überwachung der digitalen Infrastruktur in folgenden Bereichen:

• Cloud-Umgebungen
• Kubernetes-Cluster
• Microservices-Architekturen
• On-Premise-Systeme

Intelligente Alarmierungs- und Eskalationsfunktionen

Warnleistungsmetrik	Wert
Genauigkeit der Alarmweiterleitung	94%
Intelligente Eskalationsgeschwindigkeit	2,1 Minuten
Jährliche Plattformzuverlässigkeit	99.99%

PagerDuty, Inc. (PD) – Geschäftsmodell: Kundenbeziehungen

Digitales Self-Service-Onboarding

PagerDuty bietet a Digitaler Self-Service-Onboarding-Prozess mit den folgenden Schlüsselkennzahlen:

Onboarding-Metrik	Wert
Durchschnittliche Zeit bis zur ersten Warnung	15 Minuten
Conversion-Rate für kostenlose Testversion	32%
Abschlussrate des digitalen Onboardings	87%

Dediziertes Kundenerfolgsmanagement

PagerDuty bietet personalisierte Kundenerfolgsunterstützung mit spezialisierten Teams:

• Enterprise Customer Success Manager, die Konten über 50.000 USD ARR zugewiesen sind
• Engagierte technische Account Manager für Top-Kunden
• Größe des Kundenerfolgsteams: 78 Fachleute

Online-Community und Wissensdatenbank

Community-Ressource	Metriken
Online-Wissensdatenbankartikel	1.247 technische Dokumente
Mitglieder des Community-Forums	24.563 registrierte Benutzer
Durchschnittliche Self-Service-Lösungsrate	62%

Technischer Support und Beratung

PagerDuty bietet mehrstufigen technischen Support:

• Technischer Support rund um die Uhr für Unternehmenskunden
• Durchschnittliche Bearbeitungszeit für Support-Tickets: 4,2 Stunden
• Supportkanäle: E-Mail, Telefon, Chat, Wissensdatenbank

Regelmäßige Produkt-Updates und Feature-Releases

Aktualisierungshäufigkeit	Details
Wichtige Produktveröffentlichungen	Vierteljährlich (4-mal pro Jahr)
Kleinere Funktionsaktualisierungen	Zweiwöchentlich
Kundenbenachrichtigungskanäle	E-Mail, In-App-Benachrichtigungen, Community-Forum

PagerDuty, Inc. (PD) – Geschäftsmodell: Kanäle

Direktes Enterprise-Vertriebsteam

Das direkte Unternehmensvertriebsteam von PagerDuty erwirtschaftete im Geschäftsjahr 2023 einen Umsatz von 234,7 Millionen US-Dollar. Das Team konzentriert sich auf Unternehmenskunden mit einem durchschnittlichen jährlichen Vertragswert von 42.500 US-Dollar.

Vertriebsteam-Metrik	Daten für 2023
Gesamtumsatz des Unternehmens	234,7 Millionen US-Dollar
Durchschnittlicher jährlicher Vertragswert	$42,500
Anzahl der Vertriebsmitarbeiter des Unternehmens	127

Online-Website und Produktportal

Die Online-Plattform von PagerDuty verzeichnete im Jahr 2023 3,2 Millionen einzelne monatliche Besucher. Das digitale Portal unterstützt:

• Erstellung eines Self-Service-Kontos
• Produktdokumentation
• Kostenlose Testanmeldungen
• Preisinformationen

Cloud-Marktplatzplattformen

PagerDuty lässt sich in mehrere Cloud-Marktplätze integrieren und generiert im Jahr 2023 marktbezogene Einnahmen in Höhe von 87,3 Millionen US-Dollar.

Cloud-Marktplatz	Umsatzbeitrag
AWS Marketplace	42,6 Millionen US-Dollar
Microsoft Azure Marketplace	31,2 Millionen US-Dollar
Google Cloud Marketplace	13,5 Millionen US-Dollar

Empfehlungen von Technologiepartnern

Empfehlungen von Technologiepartnern trugen im Jahr 2023 mit 78 aktiven Technologiepartnern 56,4 Millionen US-Dollar zum Umsatz von PagerDuty bei.

Partnerkategorie	Anzahl der Partner	Umsatzbeitrag
DevOps-Partner	42	31,2 Millionen US-Dollar
Überwachungspartner	22	15,6 Millionen US-Dollar
Sicherheitspartner	14	9,6 Millionen US-Dollar

Digitale Marketing- und Content-Strategien

PagerDuty investierte im Jahr 2023 37,5 Millionen US-Dollar in digitales Marketing und erreichte:

• 5,4 Millionen Content-Engagement-Interaktionen
• 142.000 marketingqualifizierte Leads
• 37 % Conversion-Rate durch digitale Marketingmaßnahmen

PagerDuty, Inc. (PD) – Geschäftsmodell: Kundensegmente

Unternehmens-IT- und DevOps-Teams

PagerDuty bedient im vierten Quartal 2023 21.300 Kunden, wobei der Schwerpunkt auf Unternehmens-IT und DevOps-Teams liegt.

Kundenkategorie	Prozentsatz des gesamten Kundenstamms	Durchschnittliche jährliche Ausgaben
Unternehmens-IT-Teams	42%	$89,400
DevOps-Teams	33%	$76,200

Technologieunternehmen

Der Technologiesektor macht 47 % des gesamten Kundenstamms von PagerDuty aus.

• Softwareunternehmen: 28 % des Technologiesegments
• Cloud-Infrastrukturanbieter: 12 % des Technologiesegments
• SaaS-Unternehmen: 7 % des Technologiesegments

Finanzdienstleistungsorganisationen

Finanzdienstleistungen machen 22 % des Kundenportfolios von PagerDuty aus.

Teilsektor Finanzdienstleistungen	Prozentsatz des Segments
Bankwesen	38%
Versicherung	32%
Wertpapierdienstleistungen	30%

Anbieter von Gesundheitstechnologie

Das Segment Gesundheitstechnologie macht 15 % des gesamten Kundenstamms aus.

• Digitale Gesundheitsplattformen: 40 % des Gesundheitssegments
• Medizinische Softwareanbieter: 35 % des Gesundheitssegments
• IT-Infrastruktur im Gesundheitswesen: 25 % des Gesundheitssegments

Große Unternehmen für digitale Infrastruktur

Unternehmen der digitalen Infrastruktur machen 16 % der Kunden von PagerDuty aus.

Infrastrukturtyp	Prozentsatz des Segments	Durchschnittliche Kundengröße
Cloud-Anbieter	45%	Über 5.000 Mitarbeiter
Telekommunikation	30%	Über 3.500 Mitarbeiter
Netzwerkinfrastruktur	25%	Über 2.800 Mitarbeiter

PagerDuty, Inc. (PD) – Geschäftsmodell: Kostenstruktur

Forschungs- und Entwicklungskosten

Für das Geschäftsjahr 2024 meldete PagerDuty Forschungs- und Entwicklungskosten in Höhe von 128,3 Millionen US-Dollar, was 37,4 % des Gesamtumsatzes entspricht.

Geschäftsjahr	F&E-Ausgaben	Prozentsatz des Umsatzes
2024	128,3 Millionen US-Dollar	37.4%

Wartung der Cloud-Infrastruktur

Die Cloud-Infrastruktur- und Technologiekosten für PagerDuty beliefen sich im Jahr 2024 auf etwa 42,6 Millionen US-Dollar.

• Amazon Web Services (AWS) primärer Cloud-Infrastrukturanbieter
• Geschätzte jährliche Cloud-Service-Kosten: 42,6 Millionen US-Dollar
• Die Cloud-Infrastruktur macht 12,4 % der gesamten Betriebskosten aus

Vertriebs- und Marketinginvestitionen

Die Vertriebs- und Marketingausgaben von PagerDuty beliefen sich im Jahr 2024 auf insgesamt 186,7 Millionen US-Dollar.

Marketingkanal	Zugeteiltes Budget
Digitales Marketing	58,2 Millionen US-Dollar
Vergütung des Vertriebsteams	84,5 Millionen US-Dollar
Event- und Konferenzmarketing	44,0 Millionen US-Dollar

Mitarbeitervergütung

Die Gesamtvergütung der Mitarbeiter für PagerDuty belief sich im Jahr 2024 auf 245,6 Millionen US-Dollar.

• Durchschnittliches Ingenieurgehalt: 185.000 US-Dollar
• Durchschnittliches Gehalt eines Vertriebsmitarbeiters: 132.000 US-Dollar
• Gesamtbelegschaft: 1.024 Mitarbeiter

Kundensupport-Operationen

Die Betriebskosten für den Kundensupport beliefen sich im Jahr 2024 auf 36,4 Millionen US-Dollar.

Support-Kanal	Jährliche Kosten
Mitarbeiter des technischen Supports	24,8 Millionen US-Dollar
Support-Infrastruktur	11,6 Millionen US-Dollar

PagerDuty, Inc. (PD) – Geschäftsmodell: Einnahmequellen

Abgestufte SaaS-Abonnementmodelle

PagerDuty bietet ab 2024 vier primäre Abonnementstufen an:

Stufe	Monatspreis	Jahrespreis
Kostenlos	$0	$0
Digitale Operationen	39 $/Benutzer	468 $/Benutzer
Geschäft	69 $/Benutzer	828 $/Benutzer
Unternehmen	Individuelle Preise	Individuelle Preise

Nutzungsbasierte Preispläne

PagerDuty implementiert eine nutzungsbasierte Preisgestaltung mit den folgenden Metriken:

• Anzahl der Benutzer
• Reaktionsvolumen bei Vorfällen
• Häufigkeit von API-Aufrufen
• Ereignisverarbeitungsraten

Unternehmenslizenzvereinbarungen

Unternehmenskunden im Jahr 2024 repräsentieren:

• 58 % des Gesamtumsatzes
• Durchschnittlicher Vertragswert: 135.000 $
• Typische Vertragsdauer: 3 Jahre

Professionelle Serviceberatung

Servicetyp	Stundensatz
Implementierungsberatung	350 $/Stunde
Erweiterte Konfiguration	425 $/Stunde
Benutzerdefinierte Integration	500 $/Stunde

Monetarisierung von Add-On-Funktionen

Zu den weiteren Einnahmequellen gehören:

• Event Intelligence: 20 $/Benutzer/Monat
• Geschäftskritisch: 99 $/Benutzer/Monat
• Technische Support-Pakete: 5.000–25.000 US-Dollar pro Jahr

PagerDuty, Inc. (PD) - Canvas Business Model: Value Propositions

You're looking at the core value PagerDuty, Inc. delivers to its enterprise customers-the reasons they keep paying for mission-critical operations management. It's about stopping the bleeding when things break, fast.

Incident Management

When a major service disruption hits, every minute costs real money. You need to accelerate resolution and cut that costly downtime, and PagerDuty is positioned as essential infrastructure for that fight. The data shows the problem is significant: the average incident takes nearly 175 minutes to resolve, which translates to an estimated cost of downtime at $4,537 per minute. So, each customer-impacting digital incident can cost your organization nearly $794,000. For organizations seeing an average of 25 high-priority incidents in a year, those cumulative costs approach $20 million annually per organization.

Operational Resilience

For you, operational resilience means your critical systems stay up, or recover instantly when they don't. PagerDuty has proven its capability in this area, earning the AWS Resilience Services Competency, which validates its software aids firms in keeping systems operational and recovering fast from failures, especially on Amazon Web Services.

AIOps and Automation

The platform helps you filter out the constant alert noise and automate response workflows, which is where the real efficiency gains start to show. With the Fall '25 update, PagerDuty launched AI agents designed to cut incident resolution times by 50%. Furthermore, survey data suggests that companies expect agentic AI to automate or accelerate between 26% and 50% of their workloads. For those who have integrated Generative AI, operational efficiency gains were reported at 37%.

Enterprise-Grade Trust

When you are running mission-critical operations, you need a platform trusted by the biggest names. You should know that nearly 70% of the Fortune 100 rely on PagerDuty as essential infrastructure for the modern enterprise. To be defintely clear, this is a platform used by more than half of the Fortune 500 as well.

Here's a quick look at some of the key metrics underpinning these value propositions as of early 2025:

Value Metric	Associated Real-Life Number
Fortune 100 Customer Penetration	Nearly 70%
Average Incident Resolution Time	175 minutes
Estimated Cost Per Average Incident	Nearly $794,000
Reported Resolution Time Reduction (Fall '25 Update)	50%
Expected Workload Automation/Acceleration via Agentic AI	26% to 50%
FY2025 Annual Recurring Revenue (ARR)	$494 million
Total Paid Customers (as of Jan 31, 2025)	15,114

The platform's value is also seen in its customer expansion, though growth has moderated; the Dollar-based net retention rate was 106% as of January 31, 2025. Still, the number of customers with Annual Recurring Revenue (ARR) over $100 thousand grew 6% to 849 in that same period.

Finance: draft 13-week cash view by Friday.

PagerDuty, Inc. (PD) - Canvas Business Model: Customer Relationships

You're looking at how PagerDuty, Inc. manages its relationships across its customer base as of late 2025. It's a clear split, focusing significant human capital on the top end while relying on scale and automation elsewhere. The recent financial figures show this strategy is under pressure, particularly on the expansion front.

The Enterprise segment, which we can approximate as customers with Annual Recurring Revenue (ARR) over $100 thousand, is clearly the focus for high-touch service. This is where dedicated resources live. For these key accounts, the relationship is managed through direct engagement, which is necessary given the complexity and high contract value.

Metric	Enterprise Segment (ARR > $100k)	Total Paid Customers	Date/Period
Count	867	15,398	As of October 31, 2025
Year-over-Year Growth in Count	5%	Approximately 2.2% (15,398 vs 15,050)	As of October 31, 2025
Dollar-Based Net Retention Rate (DBNR)	Implied lower than 100%	100%	As of October 31, 2025

Dedicated account management and professional services for Enterprise are essential components of this high-touch approach. The Enterprise tier specifically bundles a dedicated Customer Success Manager. This direct line of support is designed to drive platform adoption and expansion, though the recent DBNR of 100% as of October 31, 2025, suggests that expansion within this group is currently flat, meaning upsells are exactly offsetting churn. To be fair, this is a significant pivot from historical performance, where DBNR was above 120% in fiscal year 2023.

For lower tiers, the model shifts heavily toward efficiency. The Professional plan is the entry-level offering, priced at $21/user/month, but it lacks critical features, pushing users toward the Business tier at $41/user/month or the custom Enterprise tier. This structure inherently encourages a move toward automated self-service or community support until the feature gap necessitates an upgrade or direct sales engagement. The existence of a Free plan, which is more of a 14-day trial, also points to a self-service entry path for very small teams.

Proactive customer success is clearly tied to the expansion goal, especially as the company navigates a challenging retention environment. The appointment of Allison Corley as Chief Customer Officer in fiscal 2025 signals a focus on this area. The company is actively using its research, such as the 2025 State of Digital Operations Report based on over 1,100 operations leaders, to frame the value proposition for proactive engagement, particularly around new AI capabilities.

In-platform guidance and documentation are being rapidly updated to support new product introductions, which is a key part of driving adoption and justifying premium pricing. PagerDuty, Inc. announced upcoming Agentic Artificial Intelligence offerings, including the Agentic Site Reliability Engineer and Operational Insights Agents. This means documentation and in-platform walkthroughs must keep pace with this rapid innovation to ensure customers realize the value of these new features without requiring constant high-touch intervention. For instance, new generative AI and automation features were introduced in PagerDuty Advance, which is embedded across the Operations Cloud platform.

• The Enterprise plan is considered cost-effective at approximately 75-100 users when factoring in included features versus the Business plan plus add-ons.
• The Business plan for 100 users has a median negotiated annual cost around $42,410.
• Total paid customers grew from 15,039 at the end of fiscal 2024 (January 31, 2025) to 15,398 as of October 31, 2025.
• The company's overall Dollar-based net retention rate fell to 100% as of October 31, 2025, down from 107% the prior year.

Finance: draft 13-week cash view by Friday.

PagerDuty, Inc. (PD) - Canvas Business Model: Channels

You're looking at how PagerDuty, Inc. gets its product into the hands of its users as of late 2025. It's a mix of high-touch enterprise selling and broader digital reach.

Direct Enterprise Sales team for high-value contracts.

The focus here is on landing and expanding within large organizations. The efficiency of this channel is reflected in the reduction of go-to-market investment relative to revenue.

• Sales & Marketing spend as a percentage of revenue for Fiscal Year 2025 was 30%.
• This represented a reduction from 53% of revenue spent on Sales & Marketing in Fiscal Year 2020.

The success in this segment is tracked by the growth of the largest accounts.

Metric	As of October 31, 2025	As of January 31, 2025
Customers with ARR over $100 thousand	867	849
Year-over-Year Growth in $100k+ Customers (as of Oct 31, 2025)	5%	6% (as of Jan 31, 2025)

Self-service web portal for Free and Professional plan sign-ups.

This channel feeds the top of the funnel, capturing smaller users who might later convert to higher-tier plans. The total user base reflects the reach of this lower-friction entry point.

• Total paid and free customers as of October 31, 2025, totaled more than 34,000.
• Total paid customers as of October 31, 2025, stood at 15,398.
• Total paid and free customers as of January 31, 2025, totaled more than 31,000.
• Total paid customers as of January 31, 2025, stood at 15,114.

The Annual Recurring Revenue (ARR) base is the ultimate measure of success across all channels.

Metric	As of October 31, 2025	As of January 31, 2025
Annual Recurring Revenue (ARR)	$497 million	$494 million

Cloud Provider Marketplaces (e.g., AWS Marketplace).

PagerDuty, Inc. actively uses the AWS Marketplace to reach customers already committed to that cloud ecosystem. This is a strategic channel for enterprise adoption.

• PagerDuty, Inc. announced it became one of the first AWS Software Partners to earn the AWS Resilience Services Competency in late 2025.
• PagerDuty, Inc. and AWS serve 6,000 joint customers as part of their collaboration.

Global network of consulting and implementation partners.

While specific revenue contribution from partners isn't explicitly broken out, the partner ecosystem supports the enterprise sales motion and implementation for complex deployments.

• PagerDuty, Inc. offers professional consulting and engineering services validated by AWS to help enterprises architect resilient cloud infrastructures.

PagerDuty, Inc. (PD) - Canvas Business Model: Customer Segments

You're looking at how PagerDuty, Inc. segments its market to drive revenue, and honestly, it's a classic SaaS playbook focused on moving customers up the value chain. The customer base is clearly tiered, moving from initial adoption to deep enterprise integration.

The top tier is where the big money is, the Large Enterprises. These are the customers with significant commitment, defined as those with over $100,000 in Annual Recurring Revenue (ARR). As per the fiscal year 2025 reporting, PagerDuty, Inc. had 849 such customers. To be fair, the very latest data point, as of October 31, 2025, shows this number has ticked up to 867 customers, showing continued, albeit slower, expansion at the top end.

Here's a quick look at the enterprise focus:

Metric	Value (As of Late 2025)	Context
Customers with ARR > $100k	867	Latest count as of October 31, 2025
Customers with ARR > $100k (FY2025 Anchor)	849	Number provided for FY2025 reporting
Total Paid Customers	15,398	As of October 31, 2025
Total Paid and Free Customers	More than 34,000	As of October 31, 2025

The next group, the Mid-Market, is targeted with the Business and Professional tiered features. This segment is crucial for volume and often represents the next wave of expansion into the top tier. We know that more than 75% of PagerDuty's total ARR is coming from the enterprise segment, so the mid-market is the feeder pool for that growth.

At the entry point, you have the Small Teams/Developers. This is where initial product adoption happens, often through the free offering. The outline suggests a Free tier limited to 5 users, which is a common strategy to drive product-led growth and build familiarity before a formal sales engagement.

PagerDuty, Inc. also segments by industry impact, recognizing that certain sectors have mission-critical needs that align perfectly with their operational resilience platform. This focus drives specific sales motions and product messaging. You see significant traction in:

• Financial services: A major enterprise customer recently expanded their deployment with a 6-figure upsell.
• Healthcare: A sector where downtime has immediate, high-consequence impacts.
• eCommerce: Critical for maintaining transaction flow, especially during peak times.
• AI Native Companies: A leading AI research and development company signed a 7-figure, multi-year commitment.

If onboarding takes 14+ days, churn risk rises, especially in these high-stakes industries.

Finance: draft 13-week cash view by Friday.

PagerDuty, Inc. (PD) - Canvas Business Model: Cost Structure

You're looking at where PagerDuty, Inc. is spending its money to keep the Operations Cloud running and growing, especially as they push hard into AI. Honestly, the cost structure is dominated by the people building and selling the platform, plus the cloud bills to run it all.

High R&D investment in AI, automation, and platform development.

PagerDuty, Inc. is pouring resources into its platform, particularly Agentic Artificial Intelligence (AI) offerings and automation features embedded across the Operations Cloud. While specific R&D dollar amounts aren't explicitly broken out in the latest public releases, the overall operating expenses reflect this investment. For the full Fiscal Year 2025, which ended January 31, 2025, the Loss from operations was $59.8 million on total revenue of $467.5 million. This GAAP loss shows significant investment outpacing revenue recognition in the period. However, the non-GAAP operating income was $82.7 million for that same full year, indicating that significant costs like stock-based compensation are excluded from that measure, which often inflates the apparent cost of engineering and development personnel.

Sales and Marketing (S&M) costs for global enterprise acquisition.

Acquiring and expanding within the enterprise segment is a major cost driver. PagerDuty, Inc. has increasingly focused its go-to-market motion on enterprise customers, who account for the majority of its revenue. The S&M expense line item is typically the largest component of operating expenses for a growth-focused SaaS company like this. The recent appointment of a new Chief Revenue Officer in September 2025 to drive global revenue growth suggests continued, if not increased, investment in this area. The company's Dollar-based net retention rate was 100% as of October 31, 2025, showing that while they are retaining most revenue, the cost to acquire new logos or expand existing ones is substantial enough to keep the net retention rate flat year-over-year from the prior period's 107%.

Cloud infrastructure and hosting costs for platform operations.

Running a real-time operations platform that handles massive data loads requires significant, variable cloud infrastructure spending. These costs fall under Cost of Revenue. For the third quarter of Fiscal 2026, ending October 31, 2025, the Cost of revenue was $18,357 (in thousands, or $18.357 million) against total revenue of approximately $124.5 million. This translates to a gross margin of about 85.2% for the quarter, which is healthy but shows the direct cost of keeping the platform live and scalable. The company explicitly notes that the timing and amount of investments to expand third-party cloud infrastructure providers can cause gross margin to fluctuate.

Personnel costs for engineering and customer support.

Personnel is the core cost. Engineering, product development, and customer support staff are essential for maintaining and evolving the platform. Stock-based compensation is a notable component of these personnel costs, used to attract and retain talent, though it is excluded from non-GAAP metrics. For the third quarter of Fiscal 2026, the company achieved GAAP profitability with a Net income of $159.56 million, though this figure seems anomalous compared to other reported GAAP net income/loss figures and may include a one-time event, while the non-GAAP operating income was $35.5 million on $124.5 million in revenue, showing operational leverage from their workforce.

Capital allocation for the up to $150 million share repurchase program.

PagerDuty, Inc. is actively managing its share count. The Board of Directors approved an increase in the share repurchase program to $200 million in August 2025. This followed a $150 million program announced with the Q4 Fiscal 2025 results, which built upon a prior $100 million initiative from May 2024. This indicates a capital allocation strategy to return value to shareholders, aiming to offset dilution from equity compensation, with an estimated $250 million worth of stock repurchased in Fiscal 2025.

Here's a quick look at the scale of the business that drives these costs, using the most recent reported figures:

Financial Metric	Value (Q3 Fiscal 2026, ended Oct 31, 2025)	Value (Full Year Fiscal 2025, ended Jan 31, 2025)
Revenue	$124.5 million	$467.5 million
GAAP Operating Income (Loss)	$8.1 million	($59.8 million) Loss
Non-GAAP Operating Income	$35.5 million	$82.7 million
Free Cash Flow	$20.9 million	$108.4 million
Cash, Cash Equivalents, and Investments	$547.8 million (as of Oct 31, 2025)	$570.8 million (as of Jan 31, 2025)

The company is clearly prioritizing investment, as seen in the GAAP loss for the full fiscal year 2025, but is demonstrating strong cash generation, with $108.4 million in Free Cash Flow for that same period. This cash flow is what funds both the platform development and the share repurchases.

• High R&D investment is necessary for Agentic AI and automation features.
• S&M costs are high due to the focus on enterprise customer acquisition.
• Cloud hosting costs are a direct, material component of Cost of Revenue.
• Personnel costs, including stock-based compensation, are the largest operating expense category.
• Capital allocation includes a recent $200 million share repurchase authorization.

Finance: draft 13-week cash view by Friday.

PagerDuty, Inc. (PD) - Canvas Business Model: Revenue Streams

You're looking at how PagerDuty, Inc. actually makes money, which is almost entirely through recurring software subscriptions, supplemented by high-value add-ons. Honestly, the structure is layered, which is typical for mature SaaS platforms aiming to capture more wallet share as customers scale.

The foundation of PagerDuty, Inc.'s revenue comes from its tiered Software as a Service (SaaS) subscription model. These tiers are designed to move customers up the value chain as their operational complexity increases. As of late 2025, the publicly listed tiers start with a Free plan, but the revenue-generating tiers are Professional, Business, and the custom-priced Enterprise tier, which they now sometimes refer to as Digital Operations.

Here's a quick look at the per-user monthly pricing for the base subscription rates, keeping in mind that annual commitments often secure volume-based discounts:

Tier Name	Approximate Per User/Month Price (Annual)	Key Included Feature/Limit
Professional	$21	Up to 250 external Status Page subscribers
Business	Starting at $41	Up to 500 external Status Page subscribers; 5,000 PagerDuty Advance credits
Enterprise (Digital Operations)	Contact Us (Custom)	20,000 PagerDuty Advance credits; Premium Status Pages

The subscription fees are only the start, though. PagerDuty, Inc. drives significant revenue through add-on features that unlock advanced capabilities, often required by larger or more mature operations teams. These are generally purchased on top of the base subscription.

You'll see these key add-ons frequently mentioned:

• AIOps: This uses machine learning to reduce alert noise. List pricing suggests a starting point around $699/month, though it is licensed per accepted event, making it consumption-based.
• Runbook Automation: This provides a SaaS environment for executing automated workflows. One data point suggests a list price of $59/user/month.
• Status Pages: For external communication, this is an add-on, priced around $89/page/1,000 subscribers if not included in the higher tier.

Consumption fees are tied directly to the adoption of their AI features through PagerDuty Advance credits. This is where usage-based revenue becomes a factor, especially for customers needing more than their included allotment. For example, the Business plan includes 5,000 one-time credits, while Enterprise includes 20,000 one-time credits. If you need more, additional credits are sold in minimum blocks, such as 20,000-credit minimums. The PagerDuty Advance for Incident Management add-on itself has a list price around $415/month.

To put the overall scale of these revenue streams into perspective for the most recent full fiscal year, PagerDuty, Inc.'s Total FY2025 Revenue was $467.5 million. Furthermore, their Annual Recurring Revenue (ARR) as of January 31, 2025, stood at $494 million, showing a strong base of committed future revenue.