PagerDuty Operations Cloud Reviews

When I first started at this company, we set up our AD for free on Mail Server, but it paged everyone who was on-call. Moreover, we couldn't make adjustments, such as adding and removing people. The result was that if you didn't respond to a page, the task wouldn't get done.

With PagerDuty, if you don't respond to a page, the next on-call person would get the page. We don't have to think about who is on-call because the process is automatic.

The critical tickets and the critical outages get handled faster, even though there's less people who get paged.

Previously, everyone would get the page with the thinking that tasks will get done faster. But in reality, the process was inefficient because there was indecision and and constant emails determining who was going to take the page. But with PagerDuty, everyone knows what tasks they've been paged specifically for.

I can only suggest cosmetic improvements to the recorded voice when responding to a page. It should be less angry.

We've used it for three years.

We've had no issues with deployment.

We've had no issues with stability.

We're able to easily added or remove someone from the page list for instances of, for example, temporary maintenance.

The initial setup was pretty simple and we did it within a matter of minutes.

It's very affordable and well worth the price.

We had a 30- or 60-day free trial during which we set it up and used it. Afterwards, we didn't want to get rid of it.

I've found the the versatility of notifications to be the most valuable feature. With the multiple methods of notification and the escalation policies, we can always be certain that someone will get the message.

We are a transportation company and run 24/7. Communication with our drivers is of the upmost importance. All of our tractors are equipped with on-board computers that drivers use to send and receive messages along with reporting of information at pick up and delivery locations. Receiving this information as close to real-time as we can get is vital. We have developed processes that receive this information and update back office systems. We have also created procedures that monitor when new information is added. If a predefined time elapses with no updates, then it is safe to make the assumption that there may be an issue stopping the process. When this occurs, an event is triggered in PagerDuty and notices are sent out. If there is no response to the triggered event in PagerDuty within a certain time frame, the notification is escalated to the next person.

Drivers also use the on board computers to report certain events, such as an accident. When these types of messages are received, PagerDuty is used to immediately send notifications to our safety department. This allows us to react faster and get safety personnel out to the location if needed.

PagerDuty currently has an app that can be used on a smart phone or tablet that allows you to respond and view stats of the incidents. It would be nice if the app could somehow receive the notification of an incident and allow you to customize the warning method on the device end. Currently, the user can be alerted of an incident through email, text message, and phone call. It would be handy to have the capability to configure the app such that if an incident happens between the hours of 10 PM and 5 AM, it uses a much louder, alarm-sounding noise rather than just a text message and phone call noises.

I have been very satisfied with all functions of the product that I have used. However, I have not used all the functions so there may be some other short comings that I am not aware of.

I had no issues during the deployment.

I had no issues with the stability.

I have had no issuesd with the scalability.

Customer service is very good.

Technical service is very good.

I did not use a previous solution.

Once I got a good understanding of how the system works and what needed to be configured, it was very straightforward. Adding new services and users, as well as implementing into our current systems, was very easy.

We implemented it with our in-house team.

I cannot really put a dollar amount on the ROI, but I can say that we are definitely getting an ROI in our in-house support. Our IT department uses a rotating 24/7 on-call schedule for emergencies. When we are not getting the information from our drivers, it is considered an emergency and will initiate a call to the on-call person. By having PagerDuty send notifications dependent on the actual issue, we can be certain that the correct person will be alerted. In the vast majority of the incidents, the issue is resolved before it is ever noticed by operations.

Do the research before picking a pricing plan. PagerDuty offers a few plans that allow you to only pay for what you need. Know your requirements.

• Easy to ACK
• Easy to read UI
• Custom notification
• Easy to override schedules for on-call swaps
• Easy integration with Nagios

It's improved our organization by making the on-call lifestyle less stressful. It also improved the response time.

Smartphone App can be flaky sometimes. Feature request: it would be nice to see an alert history by clicking on a host or some means to make it very easy to view alert history.

We've used it for approximately two years.

There were no issues with the deployment.

There have been no issues with the stability.

There have been no issues scaling it.

It's very good.

It's very good.

I wasn't involved in the set-up.

It's my free time on-call off-hours, as I'm not spending as much time figuring out if an alert is real or not.

Go for it. Worth it.

• Automated scheduling
• Escalation
• Text to voice

It has increased the availability of networks to users and therefore decreased operational costs.

It always needs more integrated applications, especially if you are not a software developer. It's mostly geared towards application providers.

I've used it for four years.

There were no technical issues. It just integrates and works.

Up-time is pretty good. They send out an email if there was an outage and don't try to hide it. There was a hacking incident as well last year, but they handled it.

If implemented correctly there won't be any issues. Our set-up mimics the departments of the company and therefore grows with it.

It's pretty good. Never had an issue with response times.

I've never required any, it just works.

We previously just used emails and text messages. We required voice-based phone calls and scheduling for alarming of outages.

It was straightforward. In basic terms, if you send PagerDuty an email, it will call you and read it to you. And if you use PagerDuty, so will your toaster.

It was done in-house. It was easily adopted by internal processes.

Having an automated system to get the right person out of bed when required is priceless. The first time you know about an issue before your customer does it paid for itself.

It's per user per month. Just sign up people that are required and not every manager just because. It can get expensive.

Other text to voice products were evaluated but the combination of features is what stands out.

Give it a try. It's simple and easy. Use the apps, they are great and fun.

I really like the reporting aspects of the solution; they are absolute.

It allows us to reduce the knock, as in how the centralized automated workflow manages urgencies and alerts. This is a big benefit to any company using the product.

I’d like to see some kind of supervising element, the functionality to resolve and allow people to be alerted for supervisors. I don’t think that they are going to address this.

I've used it for four years.

We've had no issues with deployment.

It is definitely stable. Over the course of using it for four years, I haven’t experienced any issues with instability at all.

The product is very scalable and I think others would agree.

I don’t really interact with support at all as we have not had any issues with the product. This is a good thing in my opinion.

In the companies I have been at, the only product used was PagerDuty.

It was pretty straightforward; it takes around two weeks to get done.

We implemented it with our in-house team.

It is a great product for routing tickets and alerts, so it saves invaluable time.

I would highly recommend to sign up to what you need, then if you need anything else you can start branching out.

Its alerting capabilities, simple user interface, stability and functionality is exactly what we need. I would also highlight a fact, they have very responsive support, and API developers support. We mainly use it at GoodData for:

A) Alert/event routing from our product/monitoring system to the responsible DevOPS engineer who is on duty to fix/workaround issues reported. We mostly escalate to mobile/cell phones.

B) We use it for on call schedule resource planning as we have around 100 people using PagerDuty (mainly from engineering, support, services). Using their system, you basically know at any time who is working, when and which service he owns/is responsible for.

C) Billing/accounting. Using their APIs we are able to easily financially compensate those 100 people for their on-call duties. This might be country/geolocation specific.

We significantly reduce our first response and platform issue resolution times thanks to full 24x7 resource coverage for the whole gooddata.com product (not just operations support functions but also security, services and other areas).

We're fully satisfied with the type of service they offer. I think it might be cheaper for enterprise organizations.

5 years.

Not at all, it is cloud based software, they are responsible for a whole software stack. We just use the client/web based interface and mobile app (Android, iOS) and we didn't have any issues as far as I know.

None.

None.

Excellent and responsive.

Very good.

No we didn't, but we evaluated a few alternatives before we started to use it - they were the winners at the time.

Easy to setup and follow.

We are fully self-service, we didn't use their services team for implementation/first setup.

As we scaled we changed our pricing a few times based on the number of users subscribed to our service. Right now, with about 90 users we pay monthly around $1,200. You pay as you grow - from the basic model to the enterprise model which includes analytics.

We did, but I was not part of the team who did the evaluation. I do not have this information available.

Push notifications to mobile devices combined with the in-app ability to override the system volume allows for flexibility in managing other device notifications, while high-level notifications can be alerted without worrying if your device's notification level is sufficient.

All of our on-call hand-offs are now fully automated with the scheduling system inside PagerDuty. All we need to do is define the rotation and it takes care of everything else.

Some of the UX needs some help for better flow of actions - however I can understand the reasoning behind how some of the UI is laid and how you need to go an extra step to trigger actions.

2 years.

Not that I can remember - it's been two years without any issues.

The most instability we've found was delayed messages - but PagerDuty support is always good with updating Twitter and their support outlets.

Pretty good up there. I've never had to wait over 24 hours to get support.

Technical support has always been up there. From the Twitter updates to their helpdesk - the experience is great throughout.

It was very straightforward. We had integrated the system with Zabbix. In fact, it was more complex on the Zabbix side of things to set it up.

In-house.

Implement PagerDuty. Right now. Go. Are you still here?

SMS + phone call alerts, multiple escalation lists, personalized notification rules, centralized administrator interface, automatic incident creation. The customization options available in PagerDuty make conformity to our needs possible.

It governs our "on call" system, picking up custom-made emails from our alert system and forwarding the alert to the relevant on-call technician using his custom set notification rules. As a System Administrator, PagerDuty reliably notifies me via email, SMS, and phone call at the creation of an incident with custom-set rules controlling who is responsible per issue and at what time those responsibilities kick in. PagerDuty is of central importance to the continued smooth function of my company and it's IT-related infrastructure and applications.

Open alerts should properly respond to SMS resolution beyond the initial alert. To explain, when an alert first comes through SMS, it'll prompt for a response: 4 to acknowledge, 6 to resolve, 8 to escalate. If a ticket is acknowledged with a 4, and then the matter is dealt with, responding again to the SMS with a 6 then will not resolve the ticket. It's a minor issue, and one largely mitigated by the mobile app.

5 years.

None, and this is really key. The stability of an alert system makes it reliable, and an alert system must be reliable as a baseline.

None, though there are just two administrators of the system and no more than ten users at any time. That said, as our projects have become more complex over time, we've had zero issues tying them into PagerDuty when necessary.

Home-grown incident management system. It was poorly written and unreliable.

A previous Sys Admin configured the system. By his account, it required no special knowledge to implement.

In-house.

This would be difficult to measure. Without PagerDuty, an element going into error might go unnoticed, or the timeframe of an issue may be unclear - a situation that might cost our company valuable clients. The notification features of PagerDuty and the logged history are incredibly important for identifying problems when they occur and responding to them promptly, as well as ensuring that someone is indeed responding to them at all. Accountability matters. PagerDuty has saved us from creating, through ignorance and inaction, many tense situations with multiple clients. The reliability that PagerDuty provides (as a service) and enforces (as a practice of the service) creates real value in the immeasurable "quality of life" for both our administrators and our clients.

PagerDuty licensing is straightforward.

VictorOps - a somewhat immature product at the time. Had most of the "big" features at a glance, but missed most of the details in actual use. Total lack of an API (at the time of our test, not sure if this is accurate to current) pushed us to PagerDuty.

No specific advice. The community has a lot of solid ideas for using the product during initial setup.