PagerDuty Operations Cloud Reviews

We receive a notification if there are any failed jobs or operations. We have some Bamboo agents working, so if one of the jobs fails on one of these servers, PagerDuty Operations Cloud creates an incident and notifies us. We use PagerDuty Operations Cloud for monitoring purposes, and it works great for our current needs.

The best features PagerDuty Operations Cloud offers include quick access to failed jobs and the ability to add descriptions about the failed job. The quick access allows us to rapidly identify which job or operation has failed because it sends the job name or the operation name that has failed.

I have heard that integration between our systems and PagerDuty Operations Cloud was easy to implement. For efficiency, we can monitor our deployment process in real time. For incident response, PagerDuty Operations Cloud creates alarms that make calls to the specific person who can handle these issues.

We have fewer missed incidents because it keeps calling regarding the incidents until they are resolved. We have also reduced downtime because we notice errors and failed jobs, and we work to fix them.

The system is very smooth right now.

We have been using the solution for about one year.

We have not experienced any stability issues.

We have not experienced any scalability issues.

We did not try to reach out to customer service because we did not face any issues.

I prefer not to use previous solutions.

I joined the team after they had already purchased and configured PagerDuty Operations Cloud, so I did not have knowledge about the setup process.

I do not have any experience with the implementation team.

Time saved.

There was no relationship between setup cost and other factors.

We did not consider alternate solutions.

PagerDuty Operations Cloud is a great tool that saves time and is worth starting to use. I would rate this product nine out of ten because nothing is fully perfect. My overall review rating for this product is nine out of ten.

My main use case for PagerDuty Operations Cloud is incident management, as we use it for alerting people who are on call.

I definitely use PagerDuty Operations Cloud for incident management; we have set up the account, schedule, teams, etc., and we continuously monitor our logs for any anomalies with proactive alerts. We define priority because we don't want to alert people on the phone unnecessarily, thus we categorize alerts based on severity and business disruption, sending information via the integrated APIs to the relevant teams, specifying whether to communicate through Slack or phone based on the severity.

This is the main use case we have; it's a tool that last mile connect kind of people use.

PagerDuty Operations Cloud positively impacts my organization by helping us win customer trust; when problems occur, the speed of our reaction and involvement with customers is crucial, and PagerDuty Operations Cloud facilitates quick responses to potential issues. PagerDuty Operations Cloud allows our team to react swiftly, which can be challenging without it, as we can't manually sift through all logs. Automation for remediation is also in place, enhancing confidence and allowing some issues to be resolved without manual intervention.

The best features of PagerDuty Operations Cloud include integration, mobile app, reporting, and analytics, which I find very useful based on the access I have.

We review the data periodically to see our performance; for example, we check for alert fatigue, how many alerts have been addressed, and our TDX metrics such as time to respond. The analytics of PagerDuty Operations Cloud is so good that it gives me good visibility with just a few clicks, which helps in discussions with the team for continuous improvements.

More analytics can be brought into PagerDuty Operations Cloud; while I know there are some, they still seem basic to me, and having options for user-customized charts would be really helpful, especially in this GenAI world where prompts can yield valuable data.

The analytics provided by PagerDuty Operations Cloud can be significantly improved, as they still feel basic to me.

I have been using PagerDuty Operations Cloud for more than five years.

PagerDuty Operations Cloud is stable.

I don't think I have ever needed customer support because our usage and the lack of issues may prevent any corner cases or other problems, or perhaps it relates to licensing. I personally have never utilized customer support.

I previously used another solution which I won't name because it's proprietary, but the user experience was not great; when I learned about PagerDuty Operations Cloud, it had a lot of positive discussions, and I was excited to find we were already using it when I joined this company.

TDX metrics are definitely improving due to PagerDuty Operations Cloud being in place; time to respond, time to initiate, and time to mitigate are key metrics influenced positively.

I usually am not involved in pricing, setup cost, or licensing, as that's handled by another team, so I don't have much visibility on that part.

I advise others to use PagerDuty Operations Cloud, as it's going to help in building customer trust. There's an operations team for those aspects. My overall review rating for PagerDuty Operations Cloud is 7 out of 10.

Initially, I started using it for managing on-call schedules. As the tech stack developed, we began using it for service alerts and event routing, and then transitioned to operational views and dashboarding. It eventually became central to our alerting systems, where all monitoring tools would send information to PagerDuty, enabling event management and routing to whoever was on call.

The product used to be unique in getting the message to the right person to fix the job. It integrates with multiple applications and is highly customizable, with policies, escalation procedures, and an event routing tool that ensures contacting the right person. A significant advantage is that it includes a metrics overlay, which provides an overview of what is happening in the environment, and its scheduling capabilities are superior to other operations.

Everything can always be better. Operations are somewhat limited by their integration package. For example, integrating with Jira was problematic until they updated to a better plug-in. The ability to build customized modules would be advantageous, allowing organizations to define their own integration modules. It would be useful to have a way to define all configurations in code that is similar to how Terraform operates.

The solution has been 100% stable with no issues due to PagerDuty.

The product was highly scalable, with no limits on the number of applications or event routing rules. However, managing a large number of these became cumbersome, suggesting a need for a way to define everything in code.

The customer service was amazingly good. They helped us build our event routing.

Positive

The setup is very straightforward, allowing users to be up and running within minutes. Usually, one knowledgeable person is enough to manage it.

The solution was expensive, but if all its features were utilized, it was considered worth the cost. The tier-based pricing model was cumbersome, and there was a desire for a service-based catalog to better customize purchases.

I'd rate the solution ten out of ten.

We use the solution for incident management.

PagerDuty helps you bifurcate teams and redirect alerts to specific teams. It has good user management and is easy to plug in. It has good APIs to integrate with our apps and send alerts, making it compatible with most applications. It becomes a powerful infrastructure when handling priority applications, so we use it during the critical phase of our engineering development.

It is difficult to send underlying trace files or statuses using PagerDuty. You can set up email alerts, but you cannot build any triggers using those email alerts. There are limitations; you cannot extend it to send alerts to other teams. You can escalate it within the team but not redirect the alert to different teams.

It has a good API for integrating with apps and good documentation. We seldom ask the support team for help. The app can call the on-call person even when the system is offline. It helps you handle alerts quickly, ensuring a fast turnover.

It's straightforward to set up for an organization. It is easy to integrate with our apps.

Overall, I rate the solution a nine out of ten.

The solution is used to alert the on-call users if we have priority-one or business-critical issues.

The product easily integrates with other solutions. We can do automation. The product is used for alerting.

It’s quite hard to reach the support team.

I have been using the solution for more than two years.

I haven’t faced any problems with the tool’s stability. I rate the stability an eight out of ten.

Around 20 people, including users and stakeholders, use the product in our organization. I rate the scalability an eight out of ten. The scalability is good.

I have used AlertFind and Opsgenie. It is easy to integrate PagerDuty with other applications like Jira, AWS, and Microsoft Teams.

I rate the ease of setup an eight out of ten. The product is deployed on the cloud. It took us a few hours to deploy the tool.

The tool saves at least 20% of our time.

The price is very high. I rate the pricing a six out of ten. The license for stakeholders is very limited.

Overall, I rate the product an eight out of ten.

Our use cases include generating alerts from our site 24/7. We are managing the cloud infrastructure there.  

We found that the interface of PagerDuty is more friendly. It was easy to use and easy to set up. It integrated easily with our critical server and our Jira project console. It also had better features than Opsgenie. We were impressed with PagerDuty, so we decided to give it a try.

We were exploring ManageEngine ServiceDesk. So, we need a feature where we can, like, when an alert triggers, we should alert the recipient by on-call. So, when an alert is detected, a ticket is generated in the management team, and we want to notify them on-call. Like, this ticket has been generated and stuff. So, I would like to see a similar feature in this solution.

This is why we want an alternative to PagerDuty. We want an alternative to PagerDuty. So we are getting on-call notifications using PagerDuty, but now we want to replace PagerDuty with ManageEngine ServiceDesk.  

So whenever some incident happens in the cloud infrastructure, we get data alerts from cloud security. We want to integrate a service that will provide us with notifications on-call. That this server is down, or this website is down, or this thing is going wrong.

Another area of improvement is integration. It cannot be integrated with our upgraded Jira system. That's why we are dropping PagerDuty. We won't continue using it due to integration issues.

I have been using this solution for a few months. We are in the testing and evaluation phase, so we are comparing some tools online. So, we have purchased the paid version of PagerDuty, but now we want to explore some other products.

It's stable. We haven't encountered any issues with PagerDuty.

It's a scalable solution. It worked well for us. We have around ten people using PagerDuty because we have a team of ten, split into two teams.

The initial setup is a simple process. We just want to integrate our ticketing tool with the alerting tool, like PagerDuty, as an alerting tool. From PagerDuty, we would like to generate alerts in some ticketing tools, like Jira or ServiceNow. So we were looking for that solution, so we opted for PagerDuty.

We operate our services 24/7, generating alerts as we monitor our infrastructure around the clock. There are three products involved in this process. The first one is Site Twenty-One, responsible for monitoring our cloud infrastructure. If anything goes wrong in the cloud or on our infrastructure, Site Twenty-Four by Seven generates an alert. This alert is then sent to PagerDuty, which processes the alert and notifies someone from our IT team, cloud team, or application support team.

Simultaneously, it creates a ticket in a ticketing tool like Freshdesk, Jira, or ServiceNow. However, we are migrating from Jira to Freshdesk, and PagerDuty cannot integrate with Freshdesk. So, we want to replace PagerDuty with an alternative.

We have two technical staff and two administrators for the deployment and maintenance of the solution.

We paid for the license. It was a little bit expensive, but it was worth it. 

Overall, I would rate the solution a nine out of ten. I would definitely recommend using this solution. It is a user-friendly solution. It has a good interface. 

We have a support team consisting of roughly 20 support agents, and we used PagerDuty to raise alerts to people on the roster. It was integrated with our help desk ticketing system and AppDynamics, which we use for application monitoring. 

There were rules in place for when AppDynamics generated an alert. For example, if a transaction is slow or something is about to go down, PagerDuty would notify the IT team members to look at the issue. 

PagerDuty let us set up rosters based on our shifts. We could assign a hierarchy for how the calls should be escalated and the number of times the call will be transferred between people before it is answered. It makes it easy to access an agent via mobile phone.

PagerDuty should be integrated with other tools, so it can import the IT roster automatically. Our other rules continue to work once they're configured, but the roster must be added manually. 

Every month, someone needs to create those rosters and publish them. It would be great if PagerDuty could pull the rosters from Excel or another tool. We had to maintain rosters at multiple places, which was a duplication of effort. The point of PagerDuty is to automate our systems so that the calls are not missed and all, so it isn't ideal to manually intervene in one aspect each month.

We have used PagerDuty for two-and-a-half years.

I think PagerDuty is more suitable for large enterprises because smaller companies have financial constraints.  Atlassian might be more appropriate for their needs.

I rate PagerDuty support 10 out of 10. The support is knowledgeable and responsive. They set up video calls to walk us through our problems.

Positive

I rate PagerDuty eight out of 10 for ease of setup. It's straightforward. I could easily train a member of my team to handle the administration. It is efficient and easy to use. 

I rate PagerDuty eight out of 10 for affordability. It's on the higher side, but there are alternatives on the market.

I was not involved in the selection process. I started working on PagerDuty when it was already finalized. Solutions in that space have similar features, but we get  Atlassian products from the marketplace, so they are more accessible. The only issue we had was that the terms and conditions were a bit stringent on the PagerDuty side for the licensed product.

One of the members from the procurement team was trying to extend some licenses or there was some pricing discussion that was happening that they didn't consider. They were ready to renew, but there was some scenario where then we got a bit angry that they were not listening to what we wanted. I don't remember the exact circumstances. 

I rate PagerDuty eight out of 10. I would recommend PagerDuty. It is a nice product, but it depends on your organization's use cases.

It's mainly for IT call scheduling, emergency contacts, events, and those kinds of things. It's integrated with AWS, MS Teams, Remedy, and other solutions.

Previously, people used to use pagers. Nowadays, nobody wants to carry another device. PagerDuty has replaced that ability to contact somebody in case of emergency without fail. That's how I would characterize it in improving our organization. 

The most important feature that is used is call scheduling. We are also able actually to call IT folks in the case of an emergency.

I have not heard anything bad about its stability.

It has scaled well for us.

I am not a direct end user of PagerDuty. It's hard to consider its shortcomings in that sense.

The company has been using the solution for two or three years. 

I have not seen or heard anything bad about stability, so I would assume no news is good news. My understanding is it is stable. 

I would say it is a scalable solution. We initially started with a limited number of licenses and then expanded to much broader usage. We never had any issues scaling as needed. 

We have about 1,000 people using the solution right now, although it may have grown to include even more.

I have not seen any requests coming through directly to me regarding increasing the budget allocation for the solution for 2023. If at all, it comes through maybe a later part of 2023. I have not seen any request for an increased budget and therefore do not see us increasing usage in the next little while.

I've never dealt with technical support. I have no experience with them. 

We had multiple solutions before PagerDuty. There are still some in use in other parts of the company. For example, there is a tool called Arrcus that is used. We use it for our line technicians and others, however, no longer for IT support.

I did not get involved in the setup. I can't speak to how easy or difficult the process was. 

In terms of witnessing an ROI, no one has really done that level of due diligence. 

This is a SaaS solution. 

The pricing may be about $1,000 per user. 

We did a detailed coverage to choose the right solution for us. We tried Everbridge, for example. In the end, we decided to go with PagerDuty.

I'd rate the solution nine out of ten.