I don't know how common this is in S-1 filings but it stuck out to me. Support is often viewed as a cost center, I love that PagerDuty makes it such a high priority.
Edit: After some research, it turns out this is common. Docusign, Dropbox, Okta, Zuora, and MongoDB all have this statement exactly or similar.
(Disclaimer: I worked at PagerDuty for 7+ happy years)
Support is a cost-center for B2C companies, but one of the most important parts for B2B.
EDIT: Funny though, as a consumer I'd pay a little more, say 20% more for my comcast bill if they had what I'd describe is "nice and helpful support", but if that was the case, my bill would likely be accurate, and we wouldn't have all these BS fees and charges showing up out of nowhere, which coincidentally can make my bill 20% higher then advertised.
I would love to see more companies treat support technicians and customer support agents like prized human capital, give them good job security, don’t try to outsource or downsize them, and give them top class compensation to make them very proud to do the job.
This is another reason why everyone at a company should be a csr for a number of hours per month. From CEO to every developer.
We were paid less, but knew the product and some evolved into well paid and challenging jobs with the company, some of us went elsewhere.
Local labor was used instead of outsourcing overseas or bringing in lower-paid workers.
At the time interns were paid pretty darn well.