PagerDuty Operations Cloud Reviews

My usual use cases of PagerDuty Operations Cloud include acknowledging and escalating any P1, P2, or P3 incidents to the upper management or the service team, and also troubleshooting for L1 or L2 issues.

For features of PagerDuty Operations Cloud, I find it easy to use and understand, and it is very easy to differentiate the alerts.

PagerDuty Operations Cloud is easy to understand, allowing on-call service teams to escalate priority alerts to the required development team or service team, which helps reduce alert downtime by the SLA, benefiting the organization's requirements.

The reliability of PagerDuty Operations Cloud includes high availability architecture, multiple alert channels, strong enterprise adoption, and a reliable escalation system, making it easy to see the escalation matrix on the page dashboard.

The impact of PagerDuty Operations Cloud's alert reduction feature on our organization helps determine which incidents are business-critical, the impacted services, which teams should respond first, and what customer business impacts exist, focusing on the prioritization of critical incidents, enabling faster incident responses and reducing alert noise for better business visibility.

For improving PagerDuty Operations Cloud, I think there should be a feature for faster incident response, better on-call management, and centralized alert management, including organizing priority alerts into separate buckets for P1, P2, P3, and P4.

I have been using PagerDuty Operations Cloud for three years.

I have faced outages and latency in PagerDuty Operations Cloud, including notification delays, web dashboard issues, and majorly API integration failures, along with mobile notification problems such as latency and missed pushes, especially affecting specific regional users.

I did not often communicate with the technical support of PagerDuty Operations Cloud because I did not have access.

Before PagerDuty Operations Cloud, I used Tomcat for the same use cases.

In my previous organization, they used Tomcat, and when I switched to another organization that used PagerDuty Operations Cloud, I differentiated between them. I was not a customer or owner, so I do not know the pricing, but I have used it for managing alerts and reducing downtime.

When I started working at my current organization, PagerDuty Operations Cloud was already installed.

I have implemented automation through PagerDuty Operations Cloud for incident response in some instances to reconnect during incidents if they are down automatically or do not have major issues.

I have not noticed any return on investment from PagerDuty Operations Cloud.

I last worked with PagerDuty Operations Cloud in February of this year.

I did not decide to stop working with PagerDuty Operations Cloud because there was something wrong with it. I was contracted by Samsung, and in February, after the project closed, they moved all the contract employees. PagerDuty Operations Cloud simply worked during my time with Samsung.

I used PagerDuty Operations Cloud internally in my company.

I did not use PagerDuty Operations Cloud's autonomous AI agents.

I did not use generative AI in PagerDuty Operations Cloud.

I have not implemented AI functionality of PagerDuty Operations Cloud.

Before using PagerDuty Operations Cloud, the SLA for any alerts was 30 minutes, and after implementing PagerDuty Operations Cloud, it benefited by reducing that time to 15 minutes for non-major issues or closing alerts.

I used official documentation from the organization, such as Confluence pages detailing how to use PagerDuty Operations Cloud, uploaded by the upper management.

I consider PagerDuty Operations Cloud highly scalable for enterprise incident management and operation responses, with technical scalability, team and organizational scalability, and integration scalability.

I find the scalability important because we can easily transfer knowledge to newcomers, allowing them to understand without complex solutions.

I gave this review a rating of 9 out of 10.

Public Cloud

Amazon Web Services (AWS)

My main use case for PagerDuty Operations Cloud is to set up shifts for people on-call.

A specific example of how I use PagerDuty Operations Cloud for setting up shifts is for when we need to set up shifts for holidays. In our team, we'll assign people who will be on-call and create an Excel sheet and upload it to PagerDuty. It works normally, gives notifications, and everything else functions properly. It is very easy to set up and manage.

I usually discuss with my team who will be on-call during holidays, and we will set up how many people are needed. We create an Excel sheet, upload it to PagerDuty, and set up the line of who is the first person to reach, and if they miss it, then whom to escalate to. The web view and website are also very easy to use. I think this is the normal use case. Perhaps other teams are using it differently, but this works well for us. Before, it was very manual, and it was quite difficult.

The best features PagerDuty Operations Cloud offers are that it is simple to set up and supports Excel sheet uploads, which was very helpful. Setting up notifications and the integration with Datadog was excellent. We can automate many things.

PagerDuty Operations Cloud has positively impacted my organization because the support team is very happy. Before, setting up everything was very difficult. Now, we don't have to think about it. We can simply set it up in PagerDuty and it works. The escalation and everything simply works with the configuration we set up six months to one year ago, and it still functions. We make only minor changes. I think a lot of manual effort has been reduced, and the system is more reliable.

Since implementing PagerDuty Operations Cloud, before the L1 team had to stay online at night, and if someone fell asleep and missed an issue, it would easily escalate to a manager or someone higher up, creating a lot of fuss. That is almost gone now. The discussion part about deciding who will be on-call and setting that up was not as foolproof when we were creating it manually, and someone had to invest a lot of time, around one or two hours weekly. Now, it takes simply less than five minutes. Every week, we simply discuss and it's done. I think a lot of time has been saved, and a lot of mental effort has been saved.

I think the view on the website regarding how we see the chart and graph of who is on-call at what time could be improved. We could make that line more expressive to show who will get escalated if someone misses.

PagerDuty Operations Cloud is stable; we didn't find any bugs or unintended behavior.

PagerDuty Operations Cloud is scalable; we can easily add teams, manage tags, and create teams. It is very easy to manage, and adding the line of priority and deciding whom to go first was very easy.

The customer support is adequate; usually, they respond and help us fix issues during integration. It was helpful.

Positive

Before using PagerDuty Operations Cloud, there was no solution in place. The L1 team was the one who checked the issues and called the developers, asking them if the error was related to them. This involved manually calling fifteen to twenty developers, which would take half an hour, and the issue would have persisted long enough, reducing the reliability of the site. Now it is automatic and very effective.

I have seen a return on investment; a lot of time has been saved. As I mentioned earlier, it would take a lot of manual effort before. Sometimes by mistake, two or more than one person would be assigned on-call, and it was not foolproof. The escalation was not possible at all before, which led to the L1 team being under too much stress. Now, it is not that severe; the L1 team had to coordinate with many people and call many people from their phones when they got an error. It was actually very bad. Now, PagerDuty escalates and will call them, and if it belongs to them, they will join. It is much more efficient and much less stressful.

We were not involved in evaluating other options; I think the higher team decided to go with PagerDuty, and we are happy with it.

I don't want to add anything else about the features; we use this much and it's great. We don't want anything more for now. I don't think there is anything to improve; we are using PagerDuty Operations Cloud to set up on-call duty and it works. I chose a rating of nine because there may be some improvements in the future. My advice to others looking into using PagerDuty Operations Cloud is that the feature of on-call duty and setting up the on-call person are excellent. You can simply proceed with it, and even if teams are big, it will not be annoying or feel overwhelming. Just set it up and forget it; that's all. It is very effective. I have no additional thoughts about PagerDuty Operations Cloud before we wrap up; it is excellent. You can adopt it if you don't have any special needs; it is commonly accepted and effective. I gave this review a rating of nine out of ten.

The main purpose of PagerDuty Operations Cloud is to receive alarms for real incident production critical issues. Whenever an incident happens, we get an alarm call or a phone call on our phone or through an application call, so that we are aware of the situation and know that we have to be vigilant about it and resolve that particular issue. This is the main use case of PagerDuty Operations Cloud, and it is the use case where most of the company is using it.

PagerDuty Operations Cloud has improved the incident management and operational responses workflows. It has the capabilities of intelligent alerting and automated escalation policies, which help reduce manual intervention. The most useful aspects would be the noise reduction if that can be improved. Overall, PagerDuty Operations Cloud is a very strong platform to improve the incident response time and operational efficiency through automation and intelligent alert management.

The noise aspect of PagerDuty Operations Cloud could be better. What happens is if there is some sort of an issue occurring, it keeps on repeating and calling again and again. Once the alert is acknowledged, it should stop calling because it creates noise. When we are handling production critical issues, once we have acknowledged an alert, we are still receiving calls, which becomes a distraction because we are also checking an incident and trying to resolve that particular issue.

Generative AI must provide some significant value to the incident management workflow in PagerDuty Operations Cloud. It helps in faster incident triaging, reducing the time spent understanding the alerts and identifying the root cause. It quite helps at a certain point in time, but suppose we have an issue which is not under the capabilities of that particular functionality. In those cases, it does not help. However, if we have integrated our internal services with the system, it collaborates by providing the context in actionable information using that.

I have been using PagerDuty Operations Cloud for four or five years.

The functionality in the application or the website of PagerDuty Operations Cloud is 100 percent very much operational all the time. There is no lag. The reliability is very good. We can rely on this application. Even if we are not on the system, we get the call on time. We get the call pretty much on time. There is never a lag on alerting or anything. This is something which we can rely on and trust the product.

Scalability for PagerDuty Operations Cloud is something which is very good. We can put unlimited numbers of alerts and unlimited numbers of things integrated with this system.

I have never contacted the technical support team of PagerDuty Operations Cloud. The application was pretty much reliable and I never had to contact them because it is operational all the time. In case if it is needed, I believe there would be great support, but that is not needed.

I was not involved in the initial deployment of PagerDuty Operations Cloud.

I have not been involved with the implementation at PagerDuty Operations Cloud. The reliability team, like the SRE team, used to do it. I have not done that, but I have used it, so I can only give feedback about using it.

I have used OpsGenie once, which is an Atlassian product. It is similar, but their user interface is not that much helpful as compared to PagerDuty Operations Cloud.

I am not aware of the pricing for PagerDuty Operations Cloud, but I believe it is quite good. The other product, OpsGenie, is helping because they are offering it for free of cost if you are using other products like Jira. I believe that is where the differentiation is happening. For PagerDuty Operations Cloud, I do not know what the pricing is; I do not have any idea about it.

PagerDuty Operations Cloud handles maintenance themselves. I give a nine out of ten for PagerDuty Operations Cloud because everything is pretty much perfect, including scalability, as we can scale to unlimited numbers of things. Reliability is also something which we can rely on. Maintenance is solid, and the automation part is also performed very well. I deducted one point because of the noise part which can be improved in the future. Overall, this application is pretty much available all the time and it maintains the operational efficiency very well. My overall review rating for PagerDuty Operations Cloud is nine out of ten. We are users of PagerDuty Operations Cloud product.

My use case for PagerDuty Operations Cloud is from the SRE and DevOps team. We use PagerDuty Operations Cloud for specific alerting purposes and for the pipeline process. When we build a pipeline and it suddenly fails due to some job and issues, we receive an error. We set up PagerDuty Operations Cloud with our monitoring services, which we are currently using, Datadog. Datadog is connected with PagerDuty Operations Cloud, and whenever Datadog receives an alert or a spike or anything critical, it will trigger an alert to PagerDuty Operations Cloud, and we quickly get a notification. We are currently using this process, and we are also maintaining our on-shift call rotation. For example, on Monday, Wednesday, and Friday, I am working as a shift lead, and then on Tuesday, Saturday, and Sunday, someone else is the shift lead. Regarding MTTR and all those statistics, we can see how many alerts we received, how many alerts we acknowledged this month, and we have a timeline as well. One of the valuable parts of PagerDuty Operations Cloud is that in our team, we can have a competitive environment. For example, if I resolved the most alerts triggered and resolved this month, then someone else can do it next month, and whoever resolves the most critical alerts on time receives appreciation every month.

One feature of PagerDuty Operations Cloud that I find valuable is the on-call schedule. We can manage our on-call scheduling, and we have various alert and notification delivery methods available, including mobile. We can receive phone calls, emails, SMS, and push notifications. For example, if someone missed the notification, they will get a phone call, which is very straightforward. We also have incident automation, making collaboration with any third-party monitoring services we use very straightforward, such as Datadog. We can seamlessly automate things with PagerDuty Operations Cloud. The AI features are also beneficial; for example, noisy alerts that trigger regularly and false positive alerts get suppressed. It checks the past month's alerts, showing us that this alert triggered 60 percent, this alert triggered 20 percent, this alert is rare, and this alert is not rare. The escalation policy is excellent as well, as if I did not pick up the call, my manager will get the call; if my manager did not pick up, then his manager gets the call. These are some of the most valuable parts we use in PagerDuty Operations Cloud.

In Datadog, we have multiple dashboards and monitoring systems where we see our spikes and alerts. When we integrated with PagerDuty Operations Cloud, we got better signal and less noise. When we are seeing a spike that is concurrent, in PagerDuty Operations Cloud, the AI feature already signifies that alert as a noisy alert, and it suppresses that alert. This significantly improves our workflow with both Datadog and PagerDuty Operations Cloud. We have faster response and faster escalation. Previously, in Datadog, we did not get notifications, and people would refresh it and check the spike every hour. Now that we integrated PagerDuty Operations Cloud, any alert triggers, and we quickly get a notification or a phone call. Therefore, we do not sit in front of a computer and refresh repeatedly. Additionally, we have a centralized incident workflow; PagerDuty Operations Cloud and Datadog feed into PagerDuty Operations Cloud incident timeline, so we see everything there. We do not need to open Datadog again and again, and if we need to deep dive into an alert from Datadog, we can click the link inside PagerDuty Operations Cloud, redirecting us to the Datadog dashboard where everything is noted down and visible.

In PagerDuty Operations Cloud, AI suppressing our alerts has helped streamline repetitive tasks. For example, very noisy alerts get suppressed automatically, aiding smarter routing. When we have new joiners in our team, they see alerts already suppressed, allowing them to focus on the critical ones instead of the lower ones. Additionally, alert prioritization is present; we receive critical alerts, high alerts, and then low alerts. The faster prioritization facilitated by AI enhances our alert management processes. Also, the root cause historical pattern assists us; if we get an alert similar to one from last month, it tells us how we resolved that alert previously. Historical patterns using AI greatly aid us in alert management.

I have already used PagerDuty Operations Cloud, and my previous monitoring tools were very poor for alerting. I had a good impression of PagerDuty Operations Cloud, but I believe it can improve with deeper root cause insights. I know there is automation to detect recent deployments causing incidents, but a deeper root cause analysis could provide more details. If PagerDuty Operations Cloud offers more information, we will not need to jump into the main dashboards where the alert triggered. For instance, if we get more insights directly in PagerDuty Operations Cloud, we would not need to check the Datadog dashboard. Additionally, I think a sandbox mode would be helpful for new team members, allowing us to guide them in simulating alerts, performing escalation policies, and creating PagerDuty Operations Cloud channels.

I have been working with PagerDuty Operations Cloud for five years. I worked on two different projects, and in both projects, we use PagerDuty Operations Cloud.

In my previous project, we utilized the flexible incident command system to coordinate large-scale incidents, but in my current project with only Datadog, we have not received many alerts or incidents in the last couple of days.

I do not have direct contact with PagerDuty Operations Cloud tech support or customer service teams, but my senior team members have connected with them when we received an alert related to our team failing to set it up properly. The customer support team promptly gave us insight and helped us within 24 hours.

Positive

I am currently working with PagerDuty Operations Cloud. Previously, on my previous project, we were on BigPanda, but we faced multiple issues during BigPanda. At that time, there was no call schedule feature, and there was no alert triggered feature for BigPanda. We then moved it to PagerDuty Operations Cloud, and suddenly everything was smooth. We got a phone app as well; we set up PagerDuty Operations Cloud on the phone as well. Whenever any alert triggered for us, we used to quickly check from our phone to see if it was a false positive, a true P1, P2 alert, a major alert, or a critical alert. We then quickly jump into the alert and work on it. PagerDuty Operations Cloud changed the process and the flow in our team very smoothly.

I found the initial setup of PagerDuty Operations Cloud straightforward; I did not face any complexities during the setup for alerts or during the initial configuration.

Regarding pricing for PagerDuty Operations Cloud, I am currently a software engineer and a senior software engineer, so I do not handle the pricing aspect. However, I hear from my manager that the pricing is very high for PagerDuty Operations Cloud, and only a few of us have the main business tier accounts. Many of us have low tier accounts that restrict us to acknowledging and viewing alerts, while a few have the ability to create and trigger alerts. Therefore, I do not think much about pricing, but I do believe it is somewhat high. However, I think this is valid because PagerDuty Operations Cloud provides a vast amount of benefits compared to other alerting systems.

Regarding the key differences, pros and cons of PagerDuty Operations Cloud compared to competitors, some pros include alert grouping, AI functionality, and the ability to easily integrate with Slack for quicker resolution. Additionally, we receive phone notifications and push notifications, which many of the other competitors do not provide. The pricing of PagerDuty Operations Cloud is also reasonable for the functionalities it offers compared to its competitors. These are some benefits I see in PagerDuty Operations Cloud, including helpful alert insights and direct links to dashboards we have integrated, such as Datadog and Grafana, which allow us to resolve issues quickly.

The recommendation I share, based on my experience with PagerDuty Operations Cloud, is that it is one of the best platforms for synchronizing with your monitoring tools. It will improve your flow, and your team will definitely benefit from PagerDuty Operations Cloud compared to other competitors, as it offers numerous advantages. I give this review a rating of ten out of ten.

My main use case for PagerDuty Operations Cloud is to set up alerts for any failures, such as when one server is down, a particular service is down, or when APIs are not responding due to technical issues, with PagerDuty triggering an alert and also calling my personal mobile number to notify me about the issue, allowing me to acknowledge that I am looking into it and take necessary actions. I can give an example of a situation where PagerDuty Operations Cloud helped us handle an incident, such as when our payment system was about to go down. During that time, we usually monitor the system manually, but there are incidents where an automated system works more efficiently than a human. PagerDuty Operations Cloud identified the issue first by alerting us that something went wrong with the servers or services, which enabled us to contact the DevOps and Dev team to identify the exact issue in our banking app, highlighting how helpful PagerDuty Operations Cloud has been from the beginning. PagerDuty Operations Cloud is very helpful for monitoring purposes, allowing us to set up multiple alerting methods such as SMS alerting, email alerting, and call alerting, all of which we commonly use, proving its usefulness across various banking services, with teams including Dev, DevOps, and SecOps relying on it heavily.

The best features of PagerDuty Operations Cloud include the SMS and call alerting functions, which I find very beneficial compared to other tools I have used, such as Coral Logics and Sumo Logic, which primarily focus on email alerting. PagerDuty Operations Cloud goes a level beyond by notifying users through SMS and calls, allowing us to tag the concerned teams to address specific issues promptly. In addition to those features, I also find the integration and reporting aspects of PagerDuty Operations Cloud valuable, as it records all triggered calls and incidents, enabling us to analyze patterns and identify the times when systems go down, thus assisting us in understanding and addressing the underlying causes. PagerDuty Operations Cloud has positively impacted our organization by ensuring that our banking applications, which operate 24/7, remain functional and efficient, contributing to better service availability.

I would suggest that the calling service could be adjusted since if a system goes down, the user receives continuous calls, which can be overwhelming. Once a user acknowledges the alert, it may be unnecessary to continue calling again and again, as it distracts from their work on resolving the issue. That is the only improvement I can suggest regarding the calling aspect of PagerDuty Operations Cloud.

I have been working in my current field for around three or more years.

PagerDuty Operations Cloud is stable and provides accurate information.

The scalability of PagerDuty Operations Cloud is very good, and it can handle increasing traffic as our organization expands without any issues.

I have not needed to contact the customer support of PagerDuty Operations Cloud, as they provided thorough knowledge transfer once they handed over the services, and since then we have not encountered issues requiring support.

PagerDuty Operations Cloud was our first client for an alert-based system, as it was part of a pilot project started around three years ago, and we did not use any other solutions before it.

PagerDuty Operations Cloud helps us reduce downtime and identify which systems have issues since it is not feasible to manually monitor everything. The automated system efficiently monitors the infrastructure and notifies us about problems, benefiting both our customers and the bank's reputation.

I do not have any information regarding the pricing, setup cost, or licensing, as those details are managed by the organizational leadership.

We did not evaluate other options and directly chose PagerDuty Operations Cloud for our needs.

I advise companies in the FinTech and banking sectors to consider using the alert-based system of PagerDuty Operations Cloud for their projects because digital services are becoming more prevalent across various sectors, and this system can enhance business operations by reducing incidents of system downtime and failures. My relationship with PagerDuty is strictly that of a customer utilizing their product for our business needs. I have covered multiple aspects of PagerDuty Operations Cloud in our discussion. My overall rating for this product is 7 out of 10.

Private Cloud

Amazon Web Services (AWS)

I have been working with PagerDuty Operations Cloud for more than two years, though recently, within the past three months, I have not been using PagerDuty Operations Cloud. I worked in an IT firm called Equifax, which is a credit monitoring system where you can see your credit score and credit-related products and services. I am in the software engineering department building the application, and I was supporting a few applications for the past two years, integrating PagerDuty Operations Cloud with DataDog. We set alerts on our software system such that if any software that we are serving on the cloud goes down, we receive an alert in DataDog system, and we reroute the same to PagerDuty Operations Cloud by providing our PagerDuty Operations Cloud credentials in DataDog. What we are doing is integrating PagerDuty Operations Cloud with DataDog, and that alert will be generated by PagerDuty Operations Cloud through multiple channels such as SMS, phone call, and message. If any of the systems we are hosting in our cloud goes down or any alerts that we have set up through our DataDog system triggers an event, that event sends to PagerDuty Operations Cloud, which will give the alerts through multiple channels. That is how I am using PagerDuty Operations Cloud in my company and my work.

What I appreciate about PagerDuty Operations Cloud is its real-time alert capability, which is one of the main things. If a critical system in the production environment goes down and we receive a message via SMS, we might miss that, or if we get an email, we might miss that as well. Someone who is on call or directly providing support twenty-four hours a day and seven days a week, such as the support team, might need PagerDuty Operations Cloud support. Without PagerDuty Operations Cloud, it is difficult to say when the alert got triggered and those kinds of things. PagerDuty Operations Cloud has all the history, including who acknowledged that particular pager, the timeline when it got triggered, and in which channel it got triggered, making it easy to prepare a report for the past month on how many alerts we received for particular services or to segregate by team or by alert name. It is a kind of perfect application, but I can suggest a few more additional improvements to enhance user experience.

PagerDuty Operations Cloud's main benefits are the alerts related to our organization. Alerts are critical; we want our system to be one hundred percent available, but no system is one hundred percent reliable. We want to know whenever our system goes down or we are experiencing some latency in response time or when a certificate for our DNS expires, as these are critical issues that can be handled through PagerDuty Operations Cloud. Even if we set an email notification, individuals working in front of the system twenty-four hours a day and seven days a week may not always be available. If they go for tea, coffee, or lunch, they might miss the critical functionality. However, if you have a pager, you will receive a call, which is much more reliable. While there may be instances when multiple PagerDuty Operations Cloud events trigger and result in one call, that is not the case all the time. Most of the time, we will receive alerts through one of the three channels, and organizations will configure calls to check the logs and address the problem promptly.

PagerDuty Operations Cloud's alert reduction feature has significantly impacted my organization, preventing approximately ninety to ninety-five percent of critical incidents from occurring. From my understanding, if the system is down, people will see the alert and take the necessary resolution steps. If it does not involve actual engineering work, such as restarting a service, that can be followed through this PagerDuty Operations Cloud alert, allowing resolutions to happen as soon as possible.

One aspect about PagerDuty Operations Cloud is that it is perfect, but no application is perfect. If we get an alert with the same name, when creating alerts with the same name, if I search for the alert by relevance, the data is not coming as expected. That is one of the things I would like to see improved. The user interface perspective is good, and while I think about what improvements I want to see in PagerDuty Operations Cloud, I am not getting that answer right now. Additionally, the integration part looks good; PagerDuty Operations Cloud can be integrated with multiple platforms including other applications such as DataDog, so I wonder why it cannot be directly integrated with a cloud such as Google Cloud without the need for a third layer such as DataDog. We should be able to integrate directly with PagerDuty Operations Cloud without any dependency.

What I would like to see included in PagerDuty Operations Cloud is the integration of some AI functionalities; most users leverage PagerDuty Operations Cloud for alert functionalities or critical things. For each particular alert, I would like to know the resolution steps or root cause analysis, or a runbook, so if you get this alert, what we need to do. Most of the alerts we receive are repeated; if a system goes down, it is usually a known error since no system is one hundred percent reliable. If we get a similar alert, I would like to see the root cause. If we receive an alert that your team got previously, we should know what they went through or we can preconfigure what runbook to follow for that alert. Some integration with multiple vendors such as Confluence or systems such as Jira, as I am primarily talking about IT, are functionalities I would like to see included in PagerDuty Operations Cloud.

I have been using PagerDuty Operations Cloud for more than two years, though recently, within the past three months, I have not been using PagerDuty Operations Cloud.

When it comes to stability, I would not say there are performance issues with PagerDuty Operations Cloud. For example, if the same alert ID is generated multiple times, such as if a namespace goes down where multiple services are deployed, all alerts trigger at the same time, and we generally receive only one call for that. While it could be regarded as a performance issue, I think it is understandable given the situation.

I do not find any limitations or issues regarding scalability with PagerDuty Operations Cloud; it appears to be scalable.

Regarding PagerDuty Operations Cloud tech support, I personally have not escalated any issues, but my team has escalated one issue related to reporting. They faced an issue where we could create a report from PagerDuty Operations Cloud. The report generation accordingly faced a limitation; for instance, we encountered issues with reports generated in the morning that only showed data until four a.m. These reports might lack some recent alerts or events, though we can still see them manually. It is just that the report generation seems to be somewhat outdated.

Regarding the initial setup process for PagerDuty Operations Cloud, I do not think there were challenges. I followed a runbook, and the process is straightforward, requiring just primary and secondary contact information, email, and phone numbers. It is a straightforward process, and I do not see any issues with that.

Prior to adopting PagerDuty Operations Cloud, I evaluated alternative options, and the alternatives I mentioned earlier do exist, but PagerDuty Operations Cloud is the only application that I have used because it has the capability to trigger phone calls for alerts. For other channels, while I can see multiple tools that trigger events via email notifications, I have not come across other applications that can do phone call alerts as PagerDuty Operations Cloud does.

We do have alerting systems, as I mentioned, using DataDog, which can send only emails and other channels, but I do not think there are any other applications we are using for alerting apart from that. We also use Grafana, DataDog, and Chaos Search for the alert system along with PagerDuty Operations Cloud.

I have not used PagerDuty Operations Cloud's autonomous AI agents or generative AI yet. It was introduced by PagerDuty Operations Cloud, but my organization recently adopted those features. After the AI integration, I did not get a chance to use those because I moved to another team and did not use PagerDuty Operations Cloud after the AI integration. I think my colleagues mentioned that after the integration, it was good; they could integrate with multiple teams and applications such as Slack, but I did not have hands-on experience with that.

My advice for organizations considering PagerDuty Operations Cloud is that many organizations seem to already use it. If your system is large and you need to handle incidents, particularly critical applications driving revenue or something similar, you cannot afford for your system to go down for five minutes, as it may result in millions of dollars lost. To mitigate this, increasing reliability is essential. No system is entirely reliable, so we have to depend on products such as PagerDuty Operations Cloud to alert our engineers or the support team to reduce incident counts and impacts for monitoring purposes, system performance analysis, and other objectives. My overall rating for PagerDuty Operations Cloud is eight out of ten.

The major part of PagerDuty Operations Cloud is for communication and pinging people and engaging them and pulling them into the call.

The most valuable thing I appreciate about PagerDuty Operations Cloud is the escalation process, where it automatically escalates incidents. It features a level one, level two, level three escalation process. When I engage or page someone at level one and start working on priority one or priority zero calls, and I am busy with those tasks, it automatically escalates to the next person in the chain of command, the second higher authority. There are many automation features in PagerDuty Operations Cloud.

If I complete one form, it automatically communicates with people and automatically scribes the incident in my ServiceNow incident. It automatically performs many tasks simultaneously, including sending Outlook emails. These automations are very important and well-known features in PagerDuty Operations Cloud, and they are the main reasons I value this product.

Infrastructure autonomous agents are installed in important servers and important devices in the infrastructure, and these are required components.

I do not have anything that I dislike about PagerDuty Operations Cloud. Sometimes it hangs and occasionally I am unable to open PagerDuty Operations Cloud, which occurs due to an outage or similar issues. Other than that, I do not have any other issues with PagerDuty Operations Cloud.

PagerDuty Operations Cloud developer team is working on enhancements. From my understanding, it is learning quickly and helping me when I require suggestions. PagerDuty Operations Cloud AI provides a combined benefit for my work.

I have been using PagerDuty Operations Cloud for six years.

PagerDuty Operations Cloud automatically learns based on the infrastructure. If I am in a commodity scenario, it learns in that specific way for that company. If I am in e-commerce, it learns in a different way for that industry. If I am in a hospital infrastructure scenario, it learns hospital-specific things and performs accordingly. This is an additional level of comfort for a PagerDuty Operations Cloud user, giving me extra convenience and suggesting many things immediately during priority calls.

For the stability of PagerDuty Operations Cloud, I rate it at 9.8.

Scalability for PagerDuty Operations Cloud is excellent, and I rate it at 9.9. I can scale it as and when required, however much I need. Because we do not place much load on PagerDuty Operations Cloud, I can scale as much as needed.

I have created tickets with PagerDuty Operations Cloud support. In those scenarios, I received good responses from PagerDuty Operations Cloud, and they provide informative assistance when required. I update that information into my ServiceNow ticket. I have received good technical support from PagerDuty Operations Cloud, and I do not have any negative comments regarding their support quality.

Initial deployment of PagerDuty Operations Cloud is easy and not difficult. It guides me through next steps and what to do and what not to do and where it should install and where it should not. It gathers the necessary information during the setup process.

I used Slack as an alternative to PagerDuty Operations Cloud. I have used Slack, Microsoft Teams, Outlook, and sometimes Zoom instead of paging PagerDuty Operations Cloud. I call people directly using Zoom in those situations. These are the alternative communication tools I have used instead of PagerDuty Operations Cloud when I face problems opening it, as sometimes it does not open and some links do not function properly.

Maintenance is not a concern because I am installing PagerDuty Operations Cloud into the supportive infrastructure and then connecting that to the production infrastructure, so it does not require any maintenance. I rate this product a 9 overall.

The main use case for using PagerDuty Operations Cloud is that we get paged as and when required for all the issues and incidents which are happening, rather than requiring us to keep track of all of them. We are in the exploring phase for using AI around PagerDuty, but that is still in exploration and we haven't started with that.

When there is an incident, we get paged for an alert. We have escalation policies set up that are being followed, and if someone is not acknowledging the page or if someone is not available, then accordingly it will go to the next level of escalation. This ensures that none of the alerts are missed.

PagerDuty Operations Cloud has multiple integrations. In our case, we use the Slack integration the most. The alert triggers from our SignalFx stack, goes to PagerDuty, follows the escalation policy, and reaches the user. Along with that, it is also sent to the Slack channels so that whatever triaging happens for that alert or incident happens over Slack in that particular thread where the alert is triggered from PagerDuty.

PagerDuty Operations Cloud is very easy to use and user-friendly.

Regarding the features that PagerDuty Operations Cloud offers, I have explored the automation area and it has a good amount of integrations. For example, the event intelligence and the noise reduction are areas where PagerDuty is really powerful. It reduces and cleans up alerts by doing alert de-duplication and alert grouping. It has also recently got machine learning capabilities, which would surely be helpful. We also have automations and runbooks in place which can help to do auto-remediation of issues or trigger scripts as per the runbooks. We haven't been using all of those things, but I know that these things are present. The incident response on-call management is very easy to use with PagerDuty. There are flexible on-call schedules, escalation policies, and the ability to set up overrides easily. There are multiple channels by which you can send alerts including SMS, calls, and notification pushes.

PagerDuty Operations Cloud also has war room features. Many emerging tools provide this as well, but since PagerDuty is a pretty established company, it has a very mature model with all of these features. The analytics and reporting are also decent.

PagerDuty Operations Cloud has improved our incident management process by ensuring that the right set of people are notified within time. The best part is that it has automated on-call schedules and escalation policies, so you don't have to set them again and again for every week or every month. Features including alert grouping, alert de-duplication, and good analytics and reporting are very helpful during incident management and also for post-incident activities.

The analytics and reporting have some scope for improvement. First, it should have more granular capabilities and we should be able to query it in a more granular way. There should also be more advanced trend analysis or cross-team operational insights available. That would be helpful. Licensing is also a bit expensive, so there should be some cost optimization for large deployments to take care of licensing cost optimization. Since we are in the AI era, I know PagerDuty has been investing in a lot of AI capabilities, but there should be good enhancements which we are looking forward to, such as automated root cause analysis or doing historical pattern matching. There could also be recommendations around runbook automation.

I have been using PagerDuty since the last one and a half years at Splunk, and before that I was also an active user of PagerDuty in my last organization.

PagerDuty Operations Cloud is stable.

PagerDuty Operations Cloud is pretty scalable. I never had any issue where a large number of alerts impacted PagerDuty.

The support is decent.

Previously, we were using OpsGenie, but that was quite a long time ago. PagerDuty Operations Cloud already has all the things which OpsGenie had, as per my knowledge.

The costing took away two points from my overall rating. There are still some good amount of areas of improvement which took away the last one point, resulting in a rating of seven out of ten.

I am not in the position to select any tool. I am not the one who selected or chose PagerDuty or evaluated any tools before that. We are just end users.

The return on investment is nine out of ten.

We are still in the phase of doing that evaluation and it is not yet completed. However, it is pretty helpful because PagerDuty itself has a good amount of data which can be used with AI to make the best use of it. I am still in the experimenting phase, but the AI functionality of PagerDuty would definitely be a good way to analyze the ongoing issues and how issues are handled right now, tracking the MTTR and MTTDI, and finding spots where there are a lot of areas of improvements which are needed.

PagerDuty Operations Cloud already has a lot of integrations available, which is pretty good. The user experience is swift and smooth, which is a very good thing about PagerDuty Operations Cloud that I appreciate. I am not very aware of the governance and security aspects, but it has SSO as well, which is pretty good. Many organizations would be happy to adopt it, though I am not very aware of these features. The AI capabilities are not very reliable or accurate at the moment, but it is in the development phase and should improve over time.

I don't have the exact metrics available, but there is a significant amount of improvement which we can see after onboarding to PagerDuty Operations Cloud. Normally, before PagerDuty Operations Cloud, I can compare with my previous to previous organization because in that company we didn't have PagerDuty Operations Cloud. There were quite a good amount of alerts which were getting missed. With PagerDuty Operations Cloud, there is a good layer of notifications and notification policies that you have. Even if you miss any page, you will get a push notification on your mobile. If you miss that, you will get a call on your mobile, which is pretty good.

The overall pricing, setup cost, and licensing are pretty expensive. The PagerDuty Operations Cloud licensing is a bit confusing because it is primarily based on users, not on the number of alerts or incidents which are triggered. If it is a small organization, it is good, but if it is a large organization, it is difficult because many people would need to use PagerDuty Operations Cloud. At the same time, to make it more efficient or to get the best out of it, we need to have an end-to-end setup on PagerDuty Operations Cloud, which does take time. There should be some flexible licensing options.

PagerDuty Operations Cloud is a pretty mature product. If you are a mid-scale organization who is trying to get the best out of PagerDuty Operations Cloud, I would recommend going for it. My overall rating for this product is seven out of ten.