PagerDuty Operations Cloud Reviews

My main use case for PagerDuty Operations Cloud is on-call staff. For instance, when we have sites go down, we need somebody to investigate, so we require a text SMS or a phone call alert.

PagerDuty Operations Cloud offers several best features including cloud-based hosting, reliable performance, and flexible expandability.

Regarding the flexibility and expandability, you can scale up and down the amount of employees, add different paths to contacting people, and have monitoring capabilities, which has greatly helped my team.

PagerDuty Operations Cloud has positively impacted my organization with its very good interface and centralized operation. Having a centralized interface has made things easier by providing easy access administration.

PagerDuty Operations Cloud could be improved with clearer instructions for beginners.

I have been using PagerDuty Operations Cloud for a year.

PagerDuty Operations Cloud is stable.

The scalability of PagerDuty Operations Cloud is very good; when we need to add or reduce employees, it can adjust.

Customer support has been very good, and I can reach somebody anytime. I would rate customer support an eight on a scale of one to ten.

Previously, we used just a custom alerting solution.

We are testing AI and automation through PagerDuty Operations Cloud for incident response right now, but not too much has changed yet.

My experience with pricing, setup cost, and licensing has been fairly reasonable and not expensive.

Before choosing PagerDuty Operations Cloud, I did not evaluate other options and only considered some standard custom operator solutions.

I would rate PagerDuty Operations Cloud an eight out of ten because it is pretty good, but it is not perfect yet. Regarding PagerDuty Operations Cloud's AI capabilities, I think its governance and security are pretty good with no issues. Regarding PagerDuty Operations Cloud's AI capabilities, I find its accuracy and reliability of output to be pretty accurate and pretty stable. My advice to others looking into using PagerDuty Operations Cloud is to see how many users you need and use the licensing accordingly. My overall review rating for PagerDuty Operations Cloud is eight out of ten.

PagerDuty Operations Cloud is used to understand whether there are false positives or false alerts because it is integrated into a system where there would be a phone number, such as anyone from the team's phone number or perhaps the shift supervisor's phone number. Once those triggers are there, it would hit that number until somebody picks it up and acknowledges or escalates the alert or threat.

In a recent incident through PagerDuty Operations Cloud, there was one issue with one appliance that was continuously going wrong. Even if we were acknowledging it and closing it and had denoted it as a false positive and a false trigger or false alarm, it was still continuously hitting us. There was some issue with the appliance or some issue with the server. Once we understood that, we escalated this to the company's SecOps team, and they had to go inside to find out more details. PagerDuty Operations Cloud team was coordinated with them. Once they were coordinated, they could dig in deep and find out what the issue was. A high-priority P1 ticket was raised for that as per ITIL principles.

PagerDuty Operations Cloud was being used inside the office only, and if we enter anybody's number, for example, it would continuously be hitting at any time whenever the alerts are there. Whoever's numbers are added, such as a shift supervisor or shift people, those would keep on hitting back.

The best features that PagerDuty Operations Cloud offers are that it is user-friendly, the design is scalable, and it is quite easy to use for a newbie as well. Logging into the alerts as well as logging into any details are easy over PagerDuty Operations Cloud.

It is user-friendly because it does not need any sort of coding or any sort of scripting language to be filled in. It can just operate with mouse clicks. We need to know how to operate it, when to close, when not to close, and how to read green, yellow, red, and blue monitors or markers as per the monitoring.

It is easy to use, and I think the software also comes at a very low budget or low cost, which is very cost-effective and cost-friendly as well, rather than its alternatives. It benefits in every way, in network security, in cybersecurity, and overall company data monitoring and firewall as well.

I do not have any specific numbers because those will not be shared with us. This is confidential information. The response time is great, and after using PagerDuty Operations Cloud, false positives and false alarms, as well as security monitoring, were very strongly done.

PagerDuty Operations Cloud can be improved by adding more features. Whatever manual work is there could be automated using scripting. Then it would be more efficient.

When we receive a call, it has to be entered all the way. If one thing had been entered, then multiple things need not have to be entered multiple times. It does not need to be entered repeatedly. It could be automated in that way.

In my current field, I have been working almost eight to nine years.

PagerDuty Operations Cloud is stable.

I rate its scalability a ten out of ten.

Customer support is good.

No other options were evaluated because this is the only thing we started our work with. I am not aware of what other companies use.

Money would be saved because it is a tool that, if automated, can do a lot of work for the employees that would otherwise be manual tasking. Thereby, it would save both money and time.

I can give the advice that anyone can surely go ahead with this product because it would be a win-win situation for both PagerDuty Operations Cloud as well as the company that is using it. I have rated this product a nine out of ten.

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.

I primarily use PagerDuty Operations Cloud for alert management and incident call rotations. In my earlier firm, we managed rotation shifts across three time zones: EMEA, APAC, and New York time. All rotation and shift management was handled through PagerDuty Operations Cloud schedules. Application monitoring was also updated through PagerDuty Operations Cloud. According to the schedule, we updated people's contact information so that in case of any issues, the contact would be transferred to the respective shift member. We also managed escalations with five layers of escalation. If a first team member missed an alert, it would go to the second team member after 10 minutes, then to the next person after five minutes, continuing according to the priority of the service.

The most valuable features I found were the integration capabilities and notification system. We used the open-source tool Alertmanager, which triggers health metrics from Prometheus and Splunk. PagerDuty Operations Cloud allowed us to integrate alerting seamlessly and notify users effectively, which helped the business significantly. Early detection of issues leads to better service provision. PagerDuty Operations Cloud provides multiple notification channels including SMS, phone calls, and email, which I found to be the best part of the platform.

Regarding the autonomous AI agents, I have not explored them because the AI trend started recently and I have been out of touch for the last seven or eight months. However, I have read about how AI integrates with the scheduling part. Previously, we had to manually update schedules every week, but with AI integration, we can write a prompt and build MCPs. Some firms I read about integrated an MCP they built in-house, and with the MCP, they can provide an Excel sheet or image, and PagerDuty Operations Cloud API can update everything without needing to manually access the platform.

We implemented automation through PagerDuty Operations Cloud for incident response. Previously, we had to manually update service level details, SLAs, notification mechanisms, and API keys. Now we can submit an Excel sheet or CSV file and make an API call using Python, which updates everything automatically. PagerDuty Operations Cloud also helps with analytics by showing how many alerts were triggered, how many were resolved, and which person handled which alert. This visualization helps us demonstrate to clients that we managed a certain number of alerts and reduced the alert count.

PagerDuty Operations Cloud has been excellent so far. Over the last six months, generative AI could help further. Some organizations are using their own MSP engines, but if PagerDuty Operations Cloud provides in-house MCP tools integrated with GenAI, it would be better for end-users. Integrating with in-house tools and something already provided by PagerDuty Operations Cloud would make a difference. I am not certain if this has been explored in the last six months, but this is an area PagerDuty Operations Cloud could improve.

I used PagerDuty Operations Cloud for approximately 3.5 to four years.

PagerDuty Operations Cloud provided notifications early when issues occurred. We used PagerDuty Operations Cloud's status page as our first source of truth to check for existing or ongoing issues. If no issues were listed there, we reached out to a dedicated account manager who would connect us with the concerned team. We rarely encountered any operational issues with PagerDuty Operations Cloud because it was always working. We experienced only one or two latency issues, which were due to underlying cloud infrastructure issues rather than PagerDuty Operations Cloud itself.

PagerDuty Operations Cloud maintained good scalability levels. We started with a beta phase with approximately 50 to 60 members, then moved to a development stage where we increased to 150 people. The platform remained stable as we expanded. We ran some instances on-premises, which required high security, and others on cloud premises for client-facing deployments. We experienced no issues with scalability on either on-premises or cloud deployments, and integration was seamless in both cases.

When making on-premises installations, we connected with PagerDuty Operations Cloud's technical support. They guided us on setup and what to take care of during installation. We had two or three calls with them, and they were very helpful throughout the process.

Before PagerDuty Operations Cloud, we used Alertmanager, which triggered only email notifications and not calls or SMS. PagerDuty Operations Cloud introduced the calling mechanism and SMS capability, which was innovative compared to what we had seen with open-source tools.

The initial setup process involved starting with PagerDuty Operations Cloud's cloud offering. We purchased a plan and set up our account. During actual deployment, we purchased a license with our own DNS, meaning instead of using pagerduty.com, we mapped our own subdomain to our environment. We then created licenses for individual users, starting with approximately 150 members from our technical support team and L1 engineers. We gradually increased our user count rather than immediately granting licenses to thousands of people because they would have received spam calls. We started with 50 to 60 members for a trial to understand how the system should behave and how we could optimize it.

We handled the initial setup and installation of PagerDuty Operations Cloud ourselves, although we received support. When we signed up, the PagerDuty Operations Cloud team called to offer assistance. They set up a demo for our team, but we proceeded with the installation ourselves since we had prior knowledge before starting.

We evaluated other options before choosing PagerDuty Operations Cloud. We attempted to build our own solution using an existing open-source tool, but the latency issues made it not time and cost-optimized. Since a stable product like PagerDuty Operations Cloud already existed, investing two to three years in building our own solution did not make sense. We also explored building a Python solution using Alertmanager before deciding on PagerDuty Operations Cloud.

I have not explored the generative AI capabilities of PagerDuty Operations Cloud. PagerDuty Operations Cloud delivers very high performance when notifying users, especially in high-frequency trading environments where even a second of delay can result in billion or trillion dollar transaction losses. The notification service and seamless integration across different team layers provide significant value. Although open-source tools are available, they are not as effective as PagerDuty Operations Cloud.

Regarding alert fatigue and incident costs, when onboarding new clients in my previous project, I demonstrated our capabilities using incident management charts to showcase our skills. We showed clients how many alerts triggered daily, weekly, or monthly before PagerDuty Operations Cloud, and how we reduced them to monthly or bi-weekly intervals based on specific conditions. This data helped us acquire deals.

PagerDuty Operations Cloud improved my team's ability to focus on core tasks rather than routine issues. Initially, my team was exploring multiple notification and monitoring options and building their own tools. With PagerDuty Operations Cloud as an organization-level mandate, instead of managing different tools across ten teams, we now use one standard tool. This has allowed the team to focus on other important tasks since this major challenge has been resolved.

Regarding preventing costly incidents, I would emphasize business trust more than direct cost savings. We earned significant client trust by detecting issues early and informing clients promptly, allowing them to manage their side of any issues. On multiple occasions, we caught issues before business hours and clients were appreciative of our proactive approach.

I am not aware of the specific pricing and licensing details of PagerDuty Operations Cloud as that is managed by our management. From what I have heard, the business plan is not very expensive. I have not explored individual pricing since our organization was large with dedicated departments handling such decisions. My review rating for PagerDuty Operations Cloud is eight out of ten.

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.