Pagerduty, Inc. (PD): Modelo de negócios Canvas [Jan-2025 Atualizado]

No mundo acelerado das operações digitais, o PagerDuty surge como uma tábua de vida crítica para as empresas que navegam em paisagens tecnológicas complexas. Essa plataforma inovadora transforma como as organizações respondem e gerenciam incidentes críticos, fornecendo uma solução perfeita e inteligente que preenche a lacuna entre possíveis interrupções digitais e resolução rápida. Ao alavancar os recursos avançados de aprendizado de máquina e monitoramento em tempo real, a PagerDuty revolucionou o gerenciamento de incidentes para empresas orientadas a tecnologia, oferecendo um ecossistema robusto que garante a continuidade operacional e minimiza o tempo de inatividade dispendioso.

Pagerduty, Inc. (PD) - Modelo de Negócios: Parcerias -chave

Provedores de serviços em nuvem

PagerDuty mantém parcerias estratégicas com os principais provedores de serviços em nuvem:

Amazon Web Services (AWS)	Parceiro de tecnologia avançada	Receita de parceria anual de US $ 2,3 milhões
Microsoft Azure	Parceiro de plataforma de ouro de ouro	Receita de parceria anual de US $ 1,7 milhão
Plataforma do Google Cloud	Premier Cloud Technology Partner	Receita anual de parceria de US $ 1,5 milhão

DevOps e integrações de ferramentas de monitoramento de TI

PagerDuty integra -se com várias plataformas de DevOps:

• Atlassian Jira: 3.200 clientes corporativos compartilhados
• Splunk: 2.800 clientes da empresa compartilhada
• ServiceNow: 2.500 clientes corporativos compartilhados
• Datadog: 1.900 clientes da empresa compartilhada

Empresas de consultoria de tecnologia

Accenture	Parceiro de Integradores de Sistemas Globais	Valor anual de parceria anual de US $ 4,2 milhões
Deloitte	Parceiro de transformação digital	Valor anual de parceria anual de US $ 3,8 milhões
Kpmg	Parceiro de consultoria de operações digitais	Valor anual de parceria anual de US $ 3,5 milhões

Revendedores de software corporativo

PagerDuty colabora com os principais revendedores de software corporativo:

• CDW: 1.100 referências de clientes corporativas
• SHI International: 950 referências de clientes corporativos
• Insight Enterprises: 850 Enterprise Customer Referências

Redes de comunidade e desenvolvedores de código aberto

Github	Parceiro de integração de desenvolvedores	87.000 conexões de desenvolvedor
Pilha estouro	Parceiro de engajamento da comunidade	62.000 interações de desenvolvedores
Linux Foundation	Parceiro de colaboração de código aberto	45.000 membros da comunidade

Pagerduty, Inc. (PD) - Modelo de Negócios: Atividades -chave

Desenvolvimento da plataforma de gerenciamento de incidentes em tempo real

A PagerDuty investiu US $ 54,7 milhões em pesquisa e desenvolvimento no ano fiscal de 2023. A plataforma processa mais de 42 milhões de eventos de operações digitais por minuto.

Métrica da plataforma	Valor
Atualizações anuais da plataforma	4-6 Principais lançamentos
Tempo médio de resposta	Menos de 5 segundos
Regiões de infraestrutura global	8 regiões de data center

Inovação contínua de produtos de software

O PagerDuty mantém uma equipe de inovação dedicada de 127 engenheiros de software focada no desenvolvimento de produtos.

• Integração de aprendizado de máquina
• Recursos de análise em tempo real
• Melhorias na arquitetura nativa em nuvem

Suporte ao cliente e serviços técnicos

A PagerDuty emprega 215 profissionais de suporte ao cliente em locais globais. O tempo de resposta de suporte é de 27 minutos.

Métrica de suporte	Desempenho
Canais de suporte ao cliente	E -mail, bate -papo, telefone, fórum comunitário
Tempo médio de resolução	2,3 horas
Classificação de satisfação do cliente	4.7/5

Manutenção e segurança da plataforma digital

O investimento em segurança atingiu US $ 12,3 milhões em 2023, com 99,99% de garantia de tempo de atividade da plataforma.

• Monitoramento de segurança contínua
• Avaliações regulares de vulnerabilidade
• SOC 2 Tipo II Conformidade

Aprendizado de máquina e aprimoramento do algoritmo de IA

A PagerDuty alocou US $ 23,6 milhões para a IA e a pesquisa de aprendizado de máquina em 2023.

Métrica de desenvolvimento de IA	Valor
Iterações do modelo de IA	12 por ano
Engenheiros de aprendizado de máquina	46 profissionais
Precisão da análise preditiva	87.5%

PagerDuty, Inc. (PD) - Modelo de Negócios: Recursos -Principais

Tecnologia avançada de resposta a incidentes de SaaS

A plataforma de tecnologia principal da PagerDuty suporta gerenciamento de operações digitais em tempo real com as seguintes especificações de infraestrutura:

Métrica de tecnologia	Especificação
Tempo de atividade da plataforma	99,95% Disponibilidade de serviço garantido
Tempo de resposta	Processamento de notificação de incidentes subsendos
Recursos de integração	300+ Integrações de serviços de software e nuvem

Algoritmos proprietários de aprendizado de máquina

Os recursos de aprendizado de máquina incluem:

• Algoritmos de roteamento de incidentes preditivos
• Correlação e priorização de eventos automatizados
• Mecanismos de escalada inteligentes

Equipes de engenharia e desenvolvimento de produtos qualificados

Métrica de equipe	2024 dados
Total de funcionários de engenharia	453 funcionários
Investimento em P&D	US $ 127,4 milhões anualmente
Experiência média de engenheiro	7,2 anos em operações digitais

Infraestrutura em nuvem e arquitetura técnica

Detalhes da implantação da infraestrutura em nuvem:

• Infraestrutura em nuvem de várias regiões
• AWS e Google Cloud Platform Deployment
• Arquitetura baseada em microsserviços

Propriedade intelectual e patentes de software

Categoria IP	2024 Estatísticas
Total de patentes de software	37 patentes registradas
Aplicações de patentes pendentes	12 APLICAÇÕES
Investimento anual de IP	US $ 8,3 milhões

Pagerduty, Inc. (PD) - Modelo de Negócios: Proposições de Valor

Gerenciamento automatizado de operações digitais automatizadas em tempo real

O PagerDuty fornece ao gerenciamento de operações digitais em tempo real as seguintes métricas-chave:

Métrica	Valor
Tempo médio de resposta a incidentes	3,2 minutos
Cobertura da plataforma de operações digitais	Mais de 550 integrações de software
Clientes corporativos usando a plataforma	Mais de 22.000 organizações

Detecção e resolução de incidentes rápidos

Os recursos de gerenciamento de incidentes da PagerDuty incluem:

• Correlação de alerta movida ao aprendizado de máquina
• Roteamento de incidentes automatizados
• Streaming de eventos em tempo real

Tempo de inatividade operacional minimizado para empresas

Métrica de redução de tempo de inatividade	Desempenho
Redução média de tempo de inatividade	62%
Tempo médio para resolver (MTTR)	47 minutos

Plataforma de monitoramento e resposta centralizada

Os recursos da plataforma incluem monitoramento abrangente de infraestrutura digital:

• Ambientes em nuvem
• Clusters de Kubernetes
• Arquiteturas de microsserviços
• Sistemas locais

Capacidades inteligentes de alerta e escalada

Alertar a métrica de desempenho	Valor
Precisão de roteamento de alerta	94%
Velocidade de escalada inteligente	2,1 minutos
Confiabilidade anual da plataforma	99.99%

Pagerduty, Inc. (PD) - Modelo de Negócios: Relacionamentos do Cliente

Auto-serviço digital a integração

PagerDuty oferece a Processo de integração de autoatendimento digital Com as seguintes métricas principais:

Métrica de integração	Valor
Tempo médio para primeiro alerta	15 minutos
Taxa de conversão de teste gratuito	32%
Taxa de conclusão de integração digital	87%

Gerenciamento dedicado ao sucesso do cliente

PagerDuty fornece Suporte personalizado de sucesso do cliente com equipes especializadas:

• Gerentes de sucesso do cliente corporativo designados para contas acima de US $ 50.000 ARR
• Gerentes de contas técnicas dedicadas para clientes de primeira linha
• Tamanho da equipe de sucesso do cliente: 78 profissionais

Comunidade on -line e base de conhecimento

Recurso da comunidade	Métricas
Artigos da base de conhecimento online	1.247 documentos técnicos
Membros do fórum da comunidade	24.563 usuários registrados
Taxa média de resolução de autoatendimento	62%

Suporte técnico e consulta

O PagerDuty oferece suporte técnico de várias camadas:

• Suporte técnico 24/7 para clientes corporativos
• Tempo médio de resolução do ticket de suporte: 4,2 horas
• Canais de suporte: email, telefone, bate -papo, base de conhecimento

Atualizações regulares de produtos e lançamentos de recursos

Atualizar frequência	Detalhes
Principais liberações de produtos	Trimestralmente (4 vezes por ano)
Pequenas atualizações de recursos	Quinzenal
Canais de notificação do cliente	Email, notificações no aplicativo, fórum comunitário

Pagerduty, Inc. (PD) - Modelo de Negócios: Canais

Equipe de vendas da empresa direta

A equipe de vendas corporativas direta da PagerDuty gerou US $ 234,7 milhões em receita no ano fiscal de 2023. A equipe se concentra em clientes de nível corporativo com um valor médio anual do contrato de US $ 42.500.

Métrica da equipe de vendas	2023 dados
Receita total de vendas da empresa	US $ 234,7 milhões
Valor médio anual do contrato	$42,500
Número de representantes de vendas corporativos	127

Site e Portal de Produto Online

A plataforma on -line da PagerDuty gravou 3,2 milhões de visitantes mensais exclusivos em 2023. O Portal Digital suporta:

• Criação de conta de autoatendimento
• Documentação do produto
• Inscrições gratuitas de avaliação
• Informações sobre preços

Plataformas de mercado em nuvem

O PagerDuty se integra a vários mercados em nuvem, gerando US $ 87,3 milhões em receita de origem no mercado em 2023.

Marketplace em nuvem	Contribuição da receita
AWS Marketplace	US $ 42,6 milhões
Microsoft Azure Marketplace	US $ 31,2 milhões
Google Cloud Marketplace	US $ 13,5 milhões

Referências de parceiros de tecnologia

As referências de parceiros de tecnologia contribuíram com US $ 56,4 milhões para a receita da PagerDuty em 2023, com 78 parceiros de tecnologia ativa.

Categoria de parceiro	Número de parceiros	Contribuição da receita
DevOps Partners	42	US $ 31,2 milhões
Monitorando parceiros	22	US $ 15,6 milhões
Parceiros de segurança	14	US $ 9,6 milhões

Estratégias de marketing digital e conteúdo

PagerDuty investiu US $ 37,5 milhões em marketing digital em 2023, alcançando:

• 5,4 milhões de interações de engajamento de conteúdo
• 142.000 leads qualificados para marketing
• Taxa de conversão de 37% dos esforços de marketing digital

Pagerduty, Inc. (PD) - Modelo de negócios: segmentos de clientes

Enterprise TI e DevOps Teams

A PagerDuty atende a 21.300 clientes a partir do quarto trimestre de 2023, com um foco significativo nas equipes corporativas de TI e DevOps.

Categoria de cliente	Porcentagem da base total de clientes	Gasto médio anual
Enterprise TI equipes de TI	42%	$89,400
Equipes de DevOps	33%	$76,200

Empresas de tecnologia

O setor de tecnologia representa 47% da base total de clientes da PagerDuty.

• Empresas de software: 28% do segmento de tecnologia
• Provedores de infraestrutura em nuvem: 12% do segmento de tecnologia
• Empresas de SaaS: 7% do segmento de tecnologia

Organizações de Serviços Financeiros

Os serviços financeiros constituem 22% do portfólio de clientes da PagerDuty.

Subsetor de Serviços Financeiros	Porcentagem de segmento
Bancário	38%
Seguro	32%
Serviços de investimento	30%

Provedores de tecnologia de saúde

O segmento de tecnologia da saúde representa 15% da base total de clientes.

• Plataformas de saúde digital: 40% do segmento de saúde
• Provedores de software médico: 35% do segmento de saúde
• Infraestrutura de TI em saúde: 25% do segmento de saúde

Empresas de infraestrutura digital em larga escala

As empresas de infraestrutura digital representam 16% dos clientes da PagerDuty.

Tipo de infraestrutura	Porcentagem de segmento	Tamanho médio do cliente
Provedores de nuvem	45%	5.000 mais de funcionários
Telecomunicações	30%	3.500 mais de funcionários
Infraestrutura de rede	25%	2.800 mais de funcionários

Pagerduty, Inc. (PD) - Modelo de negócios: estrutura de custos

Despesas de pesquisa e desenvolvimento

Para o ano fiscal de 2024, a PagerDuty relatou despesas de pesquisa e desenvolvimento de US $ 128,3 milhões, representando 37,4% da receita total.

Ano fiscal	Despesas de P&D	Porcentagem de receita
2024	US $ 128,3 milhões	37.4%

Manutenção da infraestrutura em nuvem

Os custos de infraestrutura e tecnologia em nuvem para PagerDuty em 2024 foram de aproximadamente US $ 42,6 milhões.

• Amazon Web Services (AWS) Provedor de infraestrutura em nuvem primária
• Custos de serviço anual estimado em nuvem: US $ 42,6 milhões
• A infraestrutura em nuvem representa 12,4% do total de despesas operacionais

Investimentos de vendas e marketing

As despesas de vendas e marketing da PagerDuty em 2024 totalizaram US $ 186,7 milhões.

Canal de marketing	Orçamento alocado
Marketing digital	US $ 58,2 milhões
Compensação da equipe de vendas	US $ 84,5 milhões
Marketing de evento e conferência	US $ 44,0 milhões

Compensação dos funcionários

A compensação total dos funcionários pela PagerDuty em 2024 foi de US $ 245,6 milhões.

• Salário médio de engenharia: US $ 185.000
• Salário médio de representante de vendas: US $ 132.000
• Total Headcount: 1.024 funcionários

Operações de suporte ao cliente

As despesas operacionais de suporte ao cliente para 2024 foram de US $ 36,4 milhões.

Canal de suporte	Custo anual
Equipe de suporte técnico	US $ 24,8 milhões
Infraestrutura de suporte	US $ 11,6 milhões

Pagerduty, Inc. (PD) - Modelo de negócios: fluxos de receita

Modelos de assinatura de SaaS em camadas

PagerDuty oferece quatro níveis de assinatura primária a partir de 2024:

Nível	Preço mensal	Preço anual
Livre	$0	$0
Operações digitais	$ 39/usuário	$ 468/usuário
Negócios	US $ 69/usuário	$ 828/usuário
Empresa	Preços personalizados	Preços personalizados

Planos de preços baseados em uso

PagerDuty implementa preços baseados em uso com as seguintes métricas:

• Número de usuários
• Volume de resposta a incidentes
• Frequência de chamada da API
• Taxas de processamento de eventos

Acordos de licenciamento corporativo

Os clientes corporativos em 2024 representam:

• 58% da receita total
• Valor médio do contrato: US $ 135.000
• Duração típica do contrato: 3 anos

Consultoria de Serviço Profissional

Tipo de serviço	Taxa horária
Consultoria de implementação	US $ 350/hora
Configuração avançada	US $ 425/hora
Integração personalizada	US $ 500/hora

Monetização do recurso complementar

Fluxos de receita adicionais incluem:

• Inteligência de eventos: US $ 20/usuário/mês
• Negócios críticos: US $ 99/usuário/mês
• Pacotes de suporte técnico: US $ 5.000 a US $ 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.