PagerDuty, Inc. (PD): Lienzo del Modelo de Negocio [Actualizado en Ene-2025]

En el mundo acelerado de las operaciones digitales, PagerDuty emerge como una línea de vida crítica para las empresas que navegan por paisajes tecnológicos complejos. Esta plataforma innovadora transforma la forma en que las organizaciones responden y gestionan incidentes críticos, proporcionando una solución perfecta e inteligente que cierra la brecha entre posibles interrupciones digitales y una resolución rápida. Al aprovechar el aprendizaje automático avanzado y las capacidades de monitoreo en tiempo real, PagerDuty ha revolucionado la gestión de incidentes para las empresas impulsadas por la tecnología, que ofrece un ecosistema robusto que garantiza la continuidad operativa y minimiza el tiempo de inactividad costoso.

PagerDuty, Inc. (PD) - Modelo de negocio: asociaciones clave

Proveedores de servicios en la nube

PagerDuty mantiene asociaciones estratégicas con los principales proveedores de servicios en la nube:

Servicios web de Amazon (AWS)	Socio de tecnología avanzada	Ingresos de asociación anuales de $ 2.3 millones
Microsoft Azure	Socio de plataforma de nube de oro	Ingresos de asociación anuales de $ 1.7M
Plataforma en la nube de Google	Socio de tecnología de la nube principal	Ingresos de asociación anuales de $ 1.5M

Integraciones de herramientas de monitoreo de DevOps y TI

PagerDuty se integra con múltiples plataformas DevOps:

• Atlassian JIRA: 3.200 clientes de empresas compartidas
• Splunk: 2.800 clientes de empresas compartidas
• ServiceNow: 2.500 clientes de la empresa compartida
• Datadog: 1.900 clientes empresariales compartidos

Empresas de consultoría de tecnología

Acentuar	Socio integrador de sistemas globales	Valor de asociación anual de $ 4.2M
Deloitte	Socio de transformación digital	Valor de asociación anual de $ 3.8 millones
Kpmg	Socio de consultoría de operaciones digitales	Valor de asociación anual de $ 3.5M

Revendedores de software empresarial

PagerDuty colabora con revendedores de software empresariales clave:

• CDW: 1.100 referencias de clientes empresariales
• SHI International: 950 referencias de clientes empresariales
• Insight Enterprises: 850 referencias de clientes empresariales

Redes comunitarias y de desarrolladores de código abierto

Github	Socio de integración de desarrolladores	87,000 conexiones de desarrollador
Desbordamiento de la pila	Socio de compromiso comunitario	62,000 interacciones para desarrolladores
Fundación de Linux	Socio de colaboración de código abierto	45,000 miembros de la comunidad

PagerDuty, Inc. (PD) - Modelo de negocio: actividades clave

Desarrollo de la plataforma de gestión de incidentes en tiempo real

Pagerduty invirtió $ 54.7 millones en investigación y desarrollo en el año fiscal 2023. La plataforma procesa más de 42 millones de eventos de operaciones digitales por minuto.

Métrica de plataforma	Valor
Actualizaciones de plataforma anual	4-6 lanzamientos principales
Tiempo de respuesta promedio	Menos de 5 segundos
Regiones de infraestructura global	8 regiones de centros de datos

Innovación de productos de software continuo

PagerDuty mantiene un equipo de innovación dedicado de 127 ingenieros de software centrado en el desarrollo de productos.

• Integración de aprendizaje automático
• Capacidades de análisis en tiempo real
• Mejoras de arquitectura nativa de nube

Atención al cliente y servicios técnicos

PagerDuty emplea a 215 profesionales de atención al cliente en ubicaciones globales. El tiempo de respuesta de soporte promedia 27 minutos.

Métrico de soporte	Actuación
Canales de atención al cliente	Correo electrónico, chat, teléfono, foro comunitario
Tiempo de resolución promedio	2.3 horas
Calificación de satisfacción del cliente	4.7/5

Mantenimiento y seguridad de la plataforma digital

La inversión en seguridad alcanzó los $ 12.3 millones en 2023, con una garantía de tiempo de actividad de la plataforma del 99.99%.

• Monitoreo de seguridad continuo
• Evaluaciones regulares de vulnerabilidad
• Cumplimiento de SoC 2 Tipo II

Aprendizaje automático y mejora del algoritmo de IA

Pagerduty asignó $ 23.6 millones para la IA y la investigación de aprendizaje automático en 2023.

Métrica de desarrollo de IA	Valor
ITERACIONES DE MODELO AI	12 por año
Ingenieros de aprendizaje automático	46 profesionales
Precisión analítica predictiva	87.5%

Pagerduty, Inc. (PD) - Modelo de negocio: recursos clave

Tecnología avanzada de respuesta a incidentes de SaaS

La plataforma de tecnología Core de PagerDuty admite la gestión de operaciones digitales en tiempo real con las siguientes especificaciones de infraestructura:

Métrica de tecnología	Especificación
Tiempo de actividad de la plataforma	99.95% Disponibilidad de servicio garantizada
Tiempo de respuesta	Procesamiento de notificaciones de incidentes sub-segundo
Capacidades de integración	Más de 300 integraciones de software y servicios en la nube

Algoritmos de aprendizaje automático propietario

Las capacidades de aprendizaje automático incluyen:

• Algoritmos de enrutamiento de incidentes predictivos
• Correlación y priorización de eventos automatizados
• Mecanismos de escalada inteligente

Equipos de ingeniería calificada y desarrollo de productos

Métrico de equipo	2024 datos
Total de empleados de ingeniería	453 empleados
Inversión de I + D	$ 127.4 millones anuales
Experiencia de ingeniero promedio	7.2 años en operaciones digitales

Infraestructura en la nube y arquitectura técnica

Detalles de implementación de la infraestructura en la nube:

• Infraestructura de nubes múltiples
• Implementación de la plataforma de AWS y Google Cloud
• Arquitectura basada en microservicios

Propiedad intelectual y patentes de software

Categoría de IP	2024 estadísticas
Patentes de software totales	37 patentes registradas
Aplicaciones de patentes pendientes	12 aplicaciones
Inversión de IP anual	$ 8.3 millones

PagerDuty, Inc. (PD) - Modelo de negocio: propuestas de valor

Gestión de operaciones digitales automatizadas en tiempo real

PagerDuty proporciona administración de operaciones digitales en tiempo real con las siguientes métricas clave:

Métrico	Valor
Tiempo promedio de respuesta a incidentes	3.2 minutos
Cobertura de la plataforma de operaciones digitales	Más de 550 integraciones de software
Clientes empresariales que utilizan la plataforma	Más de 22,000 organizaciones

Detección y resolución de incidentes rápidos

Las capacidades de gestión de incidentes de PagerDuty incluyen:

• Correlación de alerta de aprendizaje automático
• Enrutamiento de incidentes automatizado
• Transmisión de eventos en tiempo real

Tiempo de inactividad operacional minimizado para empresas

Métrica de reducción de tiempo de inactividad	Actuación
Reducción promedio de tiempo de inactividad	62%
Tiempo medio de resolver (MTTR)	47 minutos

Plataforma de monitoreo y respuesta centralizada

Las capacidades de la plataforma incluyen monitoreo integral de infraestructura digital en todo:

• Entornos en la nube
• Clusters de Kubernetes
• Arquitecturas de microservicios
• Sistemas locales

Capacidades inteligentes de alertas y escaladas

Alerta de la métrica de rendimiento	Valor
Precisión de enrutamiento de alerta	94%
Velocidad de escalada inteligente	2.1 minutos
Confiabilidad anual de la plataforma	99.99%

PagerDuty, Inc. (PD) - Modelo de negocios: relaciones con los clientes

Incorporación digital de autoservicio

Pagerduty ofrece un proceso de incorporación de autoservicio digital Con las siguientes métricas clave:

Métrica de incorporación	Valor
Tiempo promedio de alerta	15 minutos
Tasa de conversión de prueba gratuita	32%
Tasa de finalización de incorporación digital	87%

Gestión dedicada del éxito del cliente

Pagerduty proporciona Apoyo personalizado para el éxito del cliente Con equipos especializados:

• Enterprise Customer Success Gerentes asignados a cuentas superiores a $ 50,000 ARR
• Gerentes de cuentas técnicas dedicadas para clientes de primer nivel
• Tamaño del equipo de éxito del cliente: 78 profesionales

Comunidad en línea y base de conocimiento

Recurso comunitario	Métrica
Artículos de base de conocimiento en línea	1.247 documentos técnicos
Miembros del foro comunitario	24,563 usuarios registrados
Tasa de resolución de autoservicio promedio	62%

Soporte técnico y consulta

PagerDuty ofrece soporte técnico de niveles múltiples:

• Soporte técnico 24/7 para clientes empresariales
• Tiempo de resolución de boletos de soporte promedio: 4.2 horas
• Canales de soporte: correo electrónico, teléfono, chat, base de conocimiento

Actualizaciones regulares de productos y lanzamientos de características

Actualización de frecuencia	Detalles
Lanzamientos principales de productos	Trimestralmente (4 veces al año)
Actualizaciones de características menores	Quincenal
Canales de notificación del cliente	Correo electrónico, notificaciones en la aplicación, foro comunitario

PagerDuty, Inc. (PD) - Modelo de negocio: canales

Equipo de ventas de Enterprise Direct

El equipo de ventas empresariales directas de Pagerduty generó $ 234.7 millones en ingresos en el año fiscal 2023. El equipo se centra en clientes de nivel empresarial con un valor contrato anual promedio de $ 42,500.

Métrica del equipo de ventas	2023 datos
Ingresos de ventas de la empresa total	$ 234.7 millones
Valor anual promedio del contrato	$42,500
Número de representantes de ventas empresariales	127

Sitio web en línea y portal de productos

La plataforma en línea de PagerDuty registró 3.2 millones de visitantes mensuales únicos en 2023. El portal digital admite:

• Creación de cuenta de autoservicio
• Documentación del producto
• Registros de prueba gratuitos
• Información de precios

Plataformas de mercado en la nube

PagerDuty se integra con múltiples mercados en la nube, generando $ 87.3 millones en ingresos de origen en el mercado en 2023.

Mercado de la nube	Contribución de ingresos
AWS Marketplace	$ 42.6 millones
Microsoft Azure Marketplace	$ 31.2 millones
Google Cloud Marketplace	$ 13.5 millones

Referencias de socios tecnológicos

Las referencias de socios tecnológicos contribuyeron con $ 56.4 millones a los ingresos de Pagerduty en 2023, con 78 socios de tecnología activa.

Categoría de socio	Número de socios	Contribución de ingresos
Socios DevOps	42	$ 31.2 millones
Socios de monitoreo	22	$ 15.6 millones
Socios de seguridad	14	$ 9.6 millones

Estrategias de marketing digital y contenido

Pagerduty invirtió $ 37.5 millones en marketing digital en 2023, logrando:

• 5,4 millones de interacciones de compromiso de contenido
• 142,000 clientes potenciales calificados para marketing
• Tasa de conversión del 37% de los esfuerzos de marketing digital

PagerDuty, Inc. (PD) - Modelo de negocio: segmentos de clientes

Enterprise IT y DevOps Teams

PagerDuty atiende a 21.300 clientes a partir del cuarto trimestre de 2023, con un enfoque significativo en los equipos de TI y DevOps de Enterprise.

Categoría de clientes	Porcentaje de la base total de clientes	Gasto anual promedio
Equipos de TI empresariales	42%	$89,400
Equipos de DevOps	33%	$76,200

Empresas tecnológicas

El sector tecnológico representa el 47% de la base total de clientes de Pagerduty.

• Compañías de software: 28% del segmento de tecnología
• Proveedores de infraestructura en la nube: 12% del segmento de tecnología
• SaaS Companies: 7% del segmento de tecnología

Organizaciones de servicios financieros

Los servicios financieros constituyen el 22% de la cartera de clientes de Pagerduty.

Subsector de servicios financieros	Porcentaje de segmento
Bancario	38%
Seguro	32%
Servicios de inversión	30%

Proveedores de tecnología de la salud

El segmento de tecnología de salud representa el 15% de la base total de clientes.

• Plataformas de salud digital: 40% del segmento de atención médica
• Proveedores de software médico: 35% del segmento de atención médica
• Infraestructura de TI de atención médica: 25% del segmento de atención médica

Compañías de infraestructura digital a gran escala

Las compañías de infraestructura digital representan el 16% de los clientes de Pagerduty.

Tipo de infraestructura	Porcentaje de segmento	Tamaño promedio del cliente
Proveedores de nubes	45%	Más de 5,000 empleados
Telecomunicaciones	30%	3,500+ empleados
Infraestructura de red	25%	2,800+ empleados

PagerDuty, Inc. (PD) - Modelo de negocio: Estructura de costos

Gastos de investigación y desarrollo

Para el año fiscal 2024, Pagerduty informó gastos de investigación y desarrollo de $ 128.3 millones, lo que representa el 37.4% de los ingresos totales.

Año fiscal	Gastos de I + D	Porcentaje de ingresos
2024	$ 128.3 millones	37.4%

Mantenimiento de la infraestructura en la nube

La infraestructura en la nube y los costos de tecnología para Pagerduty en 2024 fueron de aproximadamente $ 42.6 millones.

• Amazon Web Services (AWS) Proveedor primario de infraestructura en la nube
• Costos estimados de servicio en la nube anual: $ 42.6 millones
• La infraestructura de la nube representa el 12.4% de los gastos operativos totales

Inversiones de ventas y marketing

Los gastos de ventas y marketing de Pagerduty para 2024 totalizaron $ 186.7 millones.

Canal de marketing	Presupuesto asignado
Marketing digital	$ 58.2 millones
Compensación del equipo de ventas	$ 84.5 millones
Marketing de eventos y conferencias	$ 44.0 millones

Compensación de empleados

La compensación total de los empleados para Pagerduty en 2024 fue de $ 245.6 millones.

• Salario promedio de ingeniería: $ 185,000
• Salario promedio de representantes de ventas: $ 132,000
• CUENTA TOTAL: 1.024 empleados

Operaciones de atención al cliente

Los gastos operativos de atención al cliente para 2024 fueron de $ 36.4 millones.

Canal de soporte	Costo anual
Personal de apoyo técnico	$ 24.8 millones
Infraestructura de soporte	$ 11.6 millones

PagerDuty, Inc. (PD) - Modelo de negocios: flujos de ingresos

Modelos de suscripción de SaaS escalonados

PagerDuty ofrece cuatro niveles de suscripción primarios a partir de 2024:

Nivel	Precio mensual	Precio anual
Gratis	$0	$0
Operaciones digitales	$ 39/usuario	$ 468/usuario
Negocio	$ 69/usuario	$ 828/usuario
Empresa	Precios personalizados	Precios personalizados

Planes de precios basados ​​en el uso

PagerDuty implementa el precio basado en el uso con las siguientes métricas:

• Número de usuarios
• Volumen de respuesta a incidentes
• Frecuencia de llamadas de API
• Tasas de procesamiento de eventos

Acuerdos de licencia empresarial

Los clientes empresariales en 2024 representan:

• 58% de los ingresos totales
• Valor promedio del contrato: $ 135,000
• Duración típica del contrato: 3 años

Consultoría de servicio profesional

Tipo de servicio	Tarifa por hora
Consultoría de implementación	$ 350/hora
Configuración avanzada	$ 425/hora
Integración personalizada	$ 500/hora

Monetización de características de complemento

Las fuentes de ingresos adicionales incluyen:

• Inteligencia de eventos: $ 20/usuario/mes
• Empresas críticas: $ 99/usuario/mes
• Paquetes de soporte técnico: $ 5,000- $ 25,000 anualmente

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.