How are we doing? Thanks, Matt, it is so great to be here. So who is PagerDuty, and no, we don't make any pagers. I usually launch into this history of DevOps and it's a culture of accountability and ownership. I'm a real hit at cocktail parties, but this is one party where no explanations are needed. In fact, I bet many of you are on PagerDuty now.
That said, you may think you know PagerDuty, but you might not really know us. We were founded 15 years ago by three Amazon software engineers seeking to solve a single painful problem: automating on call. At the time, it was the last mile in DevOps, in scaling DevOps. This was just the first step. Today, getting the right expertise orchestrated to the highest priority problem reliably and quickly remains critical. It can be the difference between happy customers or millions in lost revenues.
PagerDuty's Operations Cloud is agnostic, independent, and central to the technology ecosystem. It's like the brain for your digital operations. It connects with over 700 industry-leading applications, serving as a modern operations hub. Our AI-first suite of products liberates developers from manual toil. Our platform enables teams to innovate faster, automatically detecting events, filtering noise, and intelligently orchestrating resolution among people, machines, and increasingly agents.
For nearly a decade, we've used AWS, AI, and automation to deliver resilience and security at scale. Our SLAs go beyond app availability to data transit, and we've never ever had a maintenance window. Incident management and operations more broadly are time sensitive, unstructured, and mission-critical, making them fertile ground for AI and automation. We've applied that insight to operations, turning every PagerDuty interaction into an opportunity for smarter decisions, faster resolution, and more resilient services.
While shifting left, you can also scale up to the right of the operations maturity curve. Our foundational data model in just billions of events and millions of incident workflows, underpinned by 15 years experience serving responders, to increasingly take that high cost toil off your hands. Today, over two-thirds of the Fortune 100 and half of the Fortune 500 rely on PagerDuty, as well as a number of the most innovative generative AI natives.
Our commitment to reliability, fidelity, and security at scale has earned us the trust of over 15,000 customers, nearly 6,000 of which we share with AWS. When I was a kid, my dad's advice was, 'Choose your partners wisely. After all, we're a product of the people who surround us.' Building PagerDuty on AWS and partnering with them to co-innovate was one of the best business decisions we've ever made, not the least of which because the AWS community is our community. You're our kind of people.
With AWS, we've instantiated high availability and resilience without sacrificing efficiency and effectiveness, maintaining high gross margins above 80% as we scale. And we've done so with the help of many AWS building blocks like Amazon S3, EventBridge, and Lambda, so it was natural to work with AWS in harnessing generative AI to supercharge your resilient infrastructure and applications. Here's how it works.
Imagine you build consumer apps for a global bank. It's late Sunday when you receive a PagerDuty alert. Customers are reporting login issues. Your manager texts you a photo of it going viral on social media. You know from experience that this could quickly devolve into chaos: multiple Slack threads, emails, calls, way too many people on Bridges, and maybe a few war rooms across different continents. Hours of stress, trial and error, a sleepless night. Many of us have been there, but with the PagerDuty Operations Cloud, things can be different.
You open a single integrated Slack chat with your small team of experts. PagerDuty Advance, our generative AI assistant built using Amazon Bedrock and Anthropic Claude, answers diagnostic questions like, what's the customer impact, what's changed? The PagerDuty Operations Cloud provides real-time visibility across all types of telemetry, including cloud, application infrastructure, and security events, and it instantly identifies a routine third-party update as the likely culprit, but it doesn't stop there. PagerDuty Advance proactively suggests the best next step.
With a click of a button, you deploy an automated runbook that rolls back the update and restores the service. Whew, in seconds, our AI assistant also drafts an exec-ready status update to keep your internal and external stakeholders informed, saving time when time is of the essence. Your customer service team is in lockstep and they're able to follow and engage with PagerDuty within their Salesforce environment, and users are automatically updated that the issue has been resolved.
Now customers are able to log in, but when they review their banking accounts, many of them are startled to find zeros. This is a more complex issue than it initially seemed, so it's clear you need a lot more context, and it's also clear that time is not on your side. Let's face it, the math is not on your side either. Major incidents are up 43% over last year, costing nearly $1 million on average, so you don't have a lot of time to search around for people and information and send emails and raise tickets, and support cases are now skyrocketing.
Your boss is texting again, now about compliance, contractual obligations, and then the issue hits the news. Customer loyalty, reputation, even your company's right to do business are now all at stake. High priority incidents often impact several distributed development teams and a variety of owned and third-party applications and infrastructure services. So it's very time-consuming to find the right resources to fix the issue. That's why today we're proud to announce the combined power of PagerDuty Advance and Amazon Q together for the first time.
With PagerDuty Advance-integrated Amazon Q, everything you need is right at your fingertips, from identifying contributing factors to diagnostics. The data you shared with Q is available for you in a safe and secure environment the moment that you need it. The PagerDuty Advance unified user experience built on Bedrock and Claude and integrated into Q means less time lost to incidents and more time for building.
Trust is earned over years, but it can be lost in seconds. Generative AI and automation are powerful accelerators, but we do need safeguards, and that's why PagerDuty leverages Amazon Bedrock Guardrails. Guardrails helps protect against hallucinations, blocks undesired topics, and minimizes harmful content. And in addition to helping you manage incidents caused by AI and agents, we can also help you reinforce your responsible AI policies.
The potential of AI is undeniable. With disruption comes both opportunity and responsibility. AWS and PagerDuty are dedicated to putting AI to work in innovative ways while never losing sight of what got us here: earning your trust through innovation, scalability, and reliability. Together we're paving the way for a more secure and more resilient and bright future. Thank you.
