The Premium Services Customer Portal is a comprehensive platform offering a range of tools aimed at enhancing organizational processes, productivity, and innovation. It enables users to efficiently manage their accounts, access educational materials, and engage with support services. Additionally, the portal includes functionalities like onboarding assistance for new users, alerts for best practice configurations, and a feedback tool, facilitating streamlined operations and improved user experiences within the organization.

Log In to the Premium Services Customer Portal

Logging in to the Premium Services Customer Portal is similar to accessing the PagerDuty web app. Please read Log In to PagerDuty for more information.

1. Navigate to the Premium Services Customer Portal in your web browser and click Premium Customer Login (PagerDuty Login/Password).
2. Enter the Email associated with your PagerDuty account and click Next.
3. Enter your Password and click Sign In, or click Sign In with Single Sign-On if your account uses SSO. SSO users should enter their Account Subdomain and Account Service Region, and then click Continue with Single Sign-On.

Log out of the Premium Services Customer Portal

To log out of the Premium Services Customer Portal, click in the left menu.

Dashboard

Overview

When you log in to the Premium Services Customer Portal you'll see a welcome message, a badge displaying your account's package (e.g., Silver, Gold), an overview of your account's properties, and your assigned PagerDuty points of contact:

• Company Name
• Subdomain
• Account Manager
• Customer Success Manager
• Customer Success Engineer
• Technical Support Engineer
• Engagement Manager
• Professional Services Lead

Should an issue arise, you can use this information to direct a message to the most relevant point of contact.

Submit a New Request

1. Click Submit New Request Here and make a selection from the dropdown:
   1. New Service Request
   2. New Premium Support Request
   3. New PDU Request
   4. New Feature Request
   5. Other Request
2. In the message modal, enter the Request Urgency and Request Detail.
3. Click Submit.

Service Requests Summary

The Service Requests Summary provides an overview of the information related to your account's service requests:

• Current Period Start and Current Period End
• Hours Used
• Hours Available
• Hours Expire
• Open Requests
• Closed Requests
• Total Requests in Period

Click View Summary of Requests in Period for a visualization of requests within the current period.

PagerDuty University Summary

The PagerDuty University Summary provides an overview of the information related to your account's PDU engagement and available services:

• Instructor Led Training Purchased
• Instructor Led Training Available
• Registered Courses
• Completed Courses
• Certifications
• Expiration Date

Click View Summary By User for a visualization of your users' interaction with PDU materials.

Professional Services Summary

The Professional Services Summary displays information related to recent Professional Services projects, including: Project Name, Engagement Manager and Consultant. Enter a search term to display results that match the project name.

My Products

Depending on the active products in your PagerDuty account, this section displays an overview of how many user licenses are Purchased, Deployed and Available.

Premium Support Summary

If you account has Premium Support, this section display your Open Cases, Closed Cases and Total Cases.

Click View Case Summary to open a modal window displaying:

• Case Number
• Created At
• Closed At
• Status
• Sub-Status
• Subject
• Submitted By

Enter a keyword in the search box to narrow results.

Health Check Alerts

Taking action to address Health Check Alerts will ensure proper incident creation, on-call responder notification, escalation, and effective incident management minimizing business impact. Inactive users on escalation policies, for example, can lead to incidents not being created, resulting in extended outages and business impact.

The following Health Check Alert represents the condition where one or more inactive users exists on an escalation policy. An inactive user is one that has been deleted from the system, but their profile remains on the escalation policy as a reminder that updates are required. An inactive user can appear directly on an escalation policy layer, or within a schedule placed on an escalation policy layer.

Object Type: Escalation Policy
Evaluation Method: PagerDuty API (/escalation_policies, /schedules)
Alert Values: Escalation Policy name, total number of inactive users, expected value (0)

This Health Check Alert has the following parts:

Discovery:

• All Escalation Policies and all Schedules are discovered in the customer's instance.
• Inactive users on each Escalation Policy and Schedule are identified.

Analysis: The internal metric "Escalation Policy is healthy" is analyzed validating if the inactive users count follows the expected value of zero (0).

Alerting: For each internal metric evaluated greater than zero (0), a Health Check Alert alert will be generated.

Health Check Alerts will also recommend a Get Well Plan, in this case "Remove and/or replace user from Escalation Policy or Schedule," and a Service Request Accelerator (SRA).

My Alerts

The My Alerts feature gives you an overview of users, services, escalation policies, and schedules that do not meet best practice configuration standards.

Enter a search term to display alerts with matching titles. You can also filter by severity (i.e., Critical, Low, Medium, High, Minor, Major) or entity (i.e., user, service, escalation policy, schedule).

Open a Service Request

To open a customer request:

1. On an alert, click Service Request.
2. Enter the Request Urgency and Request Detail.
3. Click Submit.

Leave Feedback

The Premium Services Customer Portal offers a built-in tool for collecting user feedback.

1. In the left menu, click to open the feedback modal.
2. Select the face that most closely aligns with your experience.
3. Enter your comments in the text box.
4. Click Submit.