# Freshservice vs PagerDuty

**Leader by vioscaleAI score:** PagerDuty

| Attribute | Freshservice | PagerDuty |
|---|---|---|
| **vioscaleAI score** | 53.2 (53% (medium)) | 59.6 (73% (medium)) |
| content.faq | `[{"answer":"A unified platform that consolidates IT service, operations, and asset management using AI and ITIL best practices to help teams resolve issues quickly and deliver better employee experience. It is indexed under IT Management Software.","source":"https://www.freshservice.com","question":"What is Freshservice?","confidence":0.6},{"answer":"Freshservice offers a free tier, so you can start without paying. Paid plans start at £15 per agent per month. Pricing changes often, so verify at source before relying on it.","source":"https://www.freshservice.com","question":"Is Freshservice free?","confidence":0.6},{"answer":"We have confirmed browser-based access to Freshservice. That is the extent of what we could verify from public sources, so it may well offer desktop or mobile clients we have not indexed.","source":"https://www.freshservice.com","question":"What platforms does Freshservice support?","confidence":0.6},{"answer":"We have only confirmed a cloud / SaaS deployment for Freshservice, so it appears to be vendor-hosted. If a self-hosted option exists we have not found it documented publicly.","source":"https://www.freshservice.com","question":"Can Freshservice be self-hosted?","confidence":0.6}]` | `[{"answer":"A cloud-based platform that aggregates alerts from monitoring systems, automates incident detection and response workflows, manages on-call scheduling and escalation, and provides analytics to help teams resolve incidents faster and improve operational resilience. It is indexed under IT Management Software.","source":"https://www.pagerduty.com","question":"What is PagerDuty?","confidence":0.6},{"answer":"PagerDuty offers a free tier, so you can start without paying. Paid plans are also available: Professional, Business and Digital Operations. Pricing changes often, so verify at source before relying on it.","source":"https://www.pagerduty.com","question":"Is PagerDuty free?","confidence":0.6},{"answer":"We have confirmed browser-based access to PagerDuty. That is the extent of what we could verify from public sources, so it may well offer desktop or mobile clients we have not indexed.","source":"https://www.pagerduty.com","question":"What platforms does PagerDuty support?","confidence":0.6},{"answer":"We have only confirmed a cloud / SaaS deployment for PagerDuty, so it appears to be vendor-hosted. If a self-hosted option exists we have not found it documented publicly.","source":"https://www.pagerduty.com","question":"Can PagerDuty be self-hosted?","confidence":0.6},{"answer":"We have confirmed 10 integrations for PagerDuty, including New Relic, AWS, Slack, Datadog, Salesforce, ServiceNow, Microsoft System Center Operations Manager and Pivotal Cloud Foundry, plus 2 more. This is what we could verify from public sources, so the vendor may support others we have not indexed.","source":"https://www.pagerduty.com","question":"What does PagerDuty integrate with?","confidence":0.6},{"answer":"We have independently confirmed SOC 2, ISO 27001 and GDPR for PagerDuty. Certifications we do not list are ones we have not been able to verify from public sources, which is not the same as PagerDuty not holding them. Always confirm compliance directly before you rely on it.","source":"https://www.pagerduty.com/security","question":"What security certifications does PagerDuty have?","confidence":0.7}]` |
| deployment.options | `{"cloud":true}` | `{"cloud":true}` |
| description.long | A unified platform that consolidates IT service, operations, and asset management using AI and ITIL best practices to help teams resolve issues quickly and deliver better employee experience. | A cloud-based incident management and operational resilience platform that automates incident detection, alert routing, and team coordination. It captures incident data across multiple systems and tools, provides real-time analytics for incident response, and includes AI-assisted features for post-incident analysis and documentation. |
| features.capabilities | `{"hosting":"cloud","free_tier":true,"api_access":true,"cmdb_asset":true,"itil_certified":true,"aiops_automation":true,"incident_management":true}` | `{"hosting":"cloud","free_tier":true,"api_access":true,"alert_routing":true,"aiops_automation":true,"on_call_scheduling":true,"problem_management":true,"incident_management":true}` |
| integrations.count | 2 | 3 |
| integrations.list | `[{"name":"Microsoft Teams"},{"name":"Slack"}]` | `[{"name":"New Relic"},{"name":"AWS"},{"name":"Slack"},{"name":"Datadog"},{"name":"Salesforce"},{"name":"ServiceNow"},{"name":"Microsoft System Center Operations Manager"},{"name":"Pivotal Cloud Foundry"},{"name":"Cherwell"},{"name":"Google Meet"}]` |
| market.availability | `{"primaryMarkets":[],"availabilityScope":"global","availableCountries":[],"notAvailableCountries":[]}` | `{"primaryMarkets":["EU"],"availabilityScope":"regional","availableCountries":["EU"],"notAvailableCountries":[]}` |
| platform.support | `{"web":true}` | `{"web":true}` |
| pricing | `{"type":"subscription","plans":[{"free":false,"name":"Starter","summary":"£15/agent/month, billed annually","features":["Channels (Email, Phone, Chat, Widget)","ServiceBot on Microsoft Teams and Slack","Support Portal","Incident Management","Knowledge Management","Task Management","Occasional Agents","CSAT Surveys"],"commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":15,"period":"month","currency":"GBP"}],"description":"Solid foundations for rapid growth","contactSales":false},{"free":false,"name":"Growth","summary":"£40/agent/month, billed annually","features":["Everything in Starter","Service Catalog","SLA Management","On-call Management","Cloud Management","Managed Service Provider (MSP) Mode"],"commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":40,"period":"month","currency":"GBP"}],"description":"Powerful capabilities and automations","contactSales":false},{"free":false,"name":"Pro","summary":"£79/agent/month, billed annually","features":["Everything in Growth","Problem Management","Change Management","Major Incident Management","Workload Management","Release Management","Employee Journeys","Experience Level Agreements (XLAs)","Intelligent Routing"],"commitment":"annual","components":[{"kind":"per_unit","unit":"agent","amount":79,"period":"month","currency":"GBP"}],"description":"Unified IT service management with AI","contactSales":false},{"free":false,"name":"Enterprise","summary":"Custom pricing. Contact sales.","features":["Everything in Pro","Sandbox","Audit Logs","Freddy AI Agent (Classic)","Freddy AI Insights","Freddy AI included"],"description":"Advanced features and customizations","contactSales":true}],"addOns":[{"name":"Freddy AI Copilot","components":[{"kind":"per_unit","unit":"agent","amount":23,"period":"month","currency":"GBP"}]}],"summary":"From £15/agent/month, billed annually. Free trial available. Save 20% with annual commitment.","currency":"GBP","freeTier":true,"sourceUrl":"https://www.freshservice.com","retrievedAt":"2026-08-01T15:17:22.765Z","startingPrice":{"amount":15,"period":"month","currency":"GBP"},"billingPeriods":["year"]}` | `{"type":"hybrid","plans":[{"free":false,"name":"Professional","contactSales":false},{"free":false,"name":"Business","contactSales":false},{"free":false,"name":"Digital Operations","contactSales":false}],"summary":"Free tier available. Paid plans include Professional, Business, and Digital Operations.","freeTier":true,"sourceUrl":"https://www.pagerduty.com","retrievedAt":"2026-09-23T14:36:01.014Z"}` |
| pricing.free_tier | yes | yes |
| pricing.model | freemium | freemium |
| pricing.price_level | low | low |
| pricing.transparent | no | no |
| reliability.status_page | yes | yes |
| security.certifications | - | `[{"name":"SOC 2","status":"active"}]` |
| security.disclosure_policy | yes | yes |
| security.fedramp | - | yes |
| security.gdpr | - | yes |
| security.hipaa | - | yes |
| security.iso27001 | - | yes |
| security.pci | - | yes |
| security.soc2 | - | yes |
| security.trust_center | - | https://www.pagerduty.com/blog/ai/security-post-mortems-ai/ |

## Capabilities (IT Management Software)

| Capability | Freshservice | PagerDuty |
|---|:--:|:--:|
| **ITSM** |  |  |
| Incident management | ✓ | ✓ |
| Change / release management | - | - |
| Problem management | - | ✓ |
| CMDB / IT asset management | ✓ | - |
| Self-service portal | - | - |
| **On-call** |  |  |
| On-call scheduling / escalation | - | ✓ |
| Alert routing | - | ✓ |
| **RMM** |  |  |
| Remote monitoring & control | - | - |
| Patch management | - | - |
| **Automation** |  |  |
| AIOps / workflow automation | ✓ | ✓ |
| ITIL-aligned / PinkVerify | ✓ | - |
| **Deployment** |  |  |
| Hosting | Cloud only | Cloud only |
| **Platform** |  |  |
| Public API | ✓ | ✓ |
| Free tier | ✓ | ✓ |

*Source: vioscaleAI. Generated 2026-10-16T19:22:39.021Z. "-" = undocumented, not absent.*