PagerDuty Operations Cloud Reviews

PagerDuty Operations Cloud serves as our centralized incident management and on-call response solution for our hybrid infrastructure environment.

We primarily use PagerDuty Operations Cloud for centralized alerting and incident response, pulling alerts from DataDog, AWS CloudWatch, New Relic, and our internal monitoring tools into one unified platform. Before implementing this solution, each team used different tools and on-call processes, which resulted in missed incidents and alerts being routed to the wrong person. Now everything is consolidated into one place, gets corrected with AIOps, and routes to the right on-call engineer based on service ownership.

We also use PagerDuty Operations Cloud to manage 24/7 on-call rotations for 12 services across four teams. The escalation policies ensure that if the primary engineer does not respond, the alert automatically escalates to a secondary contact and then to management. This replaced manual phone trees and Slack pings, and it has reduced missed pages to near zero. It also provides us with an audit trail of who was notified and when, which helps with compliance.

PagerDuty Operations Cloud offers robust features including centralized alerting and incident response, on-call scheduling and escalation, automated remediation and runbooks, stakeholder communication during major incidents, and automation capability.

Everything has been working exceptionally well with PagerDuty Operations Cloud. The features have been excellent. It is a spanning tool that has enabled us to operationalize reliability. Since rolling it out three years ago, we have cut MTTR by 35% and reduced on-call noise by 70% through AIOps correlation.

For us, the main value of PagerDuty Operations Cloud lies less in paging and more in coordination, automation, and reducing the operational burden on engineers. Reducing the operational burden has improved morale among our engineers. They have been able to focus on other projects and tasks since they have saved considerable time, and consequently productivity in the organization has greatly improved. We have also seen faster incident response, lower MTTR, reduced alert noise, and decreased on-call burnout. Additionally, automation has reduced manual toil, with approximately 25 of our P2 incidents now being resolved or partially resolved by automation before an engineer touches them.

PagerDuty Operations Cloud needs improvement in AIOps correlation tuning, which needs to be much easier, especially for non-technical users. Additionally, reporting and analytics could be more flexible.

The AIOps correlation tuning in PagerDuty Operations Cloud needs to be significantly easier. The event intelligence to AIOps features are powerful, but tuning correlation rules is time-consuming. What would have elevated this to a perfect score is making the AIOps correlation tuning process much simpler. It currently takes considerable time because we must do it manually, adjust patterns, and test them over weeks to avoid both noise and missed incidents.

I have been using PagerDuty Operations Cloud for three years.

PagerDuty Operations Cloud is very stable. PagerDuty itself has demonstrated excellent stability for us. Over three years, we have experienced zero outages on PagerDuty that prevented alerting or on-call notifications. This is critical because if PagerDuty goes down, we lose visibility into everything else. Their status page shows 99.9% uptime over the last three years, which matches our experience. It has handled the growth and increased needs in my organization effectively.

We have reduced headcount but have scaled from supporting eight services to 14 services with the same 10-person SRE development team.

PagerDuty customer support has been solid for us, especially for a platform that handles critical incident response. Based on multiple interactions with their support, CSM, and technical teams over three years, I rate it 9 out of 10.

We were using PagerDuty before switching to PagerDuty Operations Cloud. We were on the PagerDuty core incident response product and migrated to the full Operations Cloud platform approximately two and a half years ago to consolidate tooling and add AI and automation capabilities.

Investing two to three months in setup and tuning will yield returns in faster MTTR, reduced burnout, and more time for proactive work.

We have seen a clear return on investment from PagerDuty Operations Cloud since rolling it out. We have been able to save considerable time. MTTR has been reduced by 35%, with mean time to resolve for P1 and P2 incidents dropping from an average of 42 minutes to 27 minutes. Alert triage time has been cut by 80%. We have also saved money by avoiding downtime costs. Additionally, we require fewer employees for the same workload.

Pricing scales with usage in PagerDuty Operations Cloud, so it is important to keep an eye on event volume if you are on a usage-based plan.

We evaluated three other options before choosing PagerDuty Operations Cloud approximately two years ago. These options included ServiceNow ITSM, xMatters, and Opsgenie.

The built-in reports of PagerDuty Operations Cloud cover basics like MTTR and alert volume, but customizing them is somewhat limited. Additionally, the mobile app experience still lags behind desktop functionality.

PagerDuty's embedded AI has had a measurable impact on both alert fatigue and incident costs for us, which ties directly to revenue protection and operational savings. It has reduced alert fatigue, which protects engineering capacity and revenue-generating work. Before AI, a single outage would trigger 150 to 300 alerts across DataDog, CloudWatch, and New Relic. Engineers would spend the first 20 to 30 minutes manually correlating what was related, and on-call fatigue was high. PagerDuty AI now groups related alerts into one to three incidents and suggests the likely root cause. Alert noise has dropped by 70%, meaning engineers spend less time on low-value triage and more time on feature development and reliability work that drives revenue in my organization.

We have been using PagerDuty autonomous AI agents for approximately two and a half years, and the AI agents handle triage, diagnosis, and initial remediation for common incidents without human intervention. We have set them up with guardrails, so they only act on low-risk, high-volume scenarios where the outcome is predictable.

PagerDuty AI has influenced revenue by reducing downtime, lowering cloud spend, and freeing up engineer time for revenue-generating work. In the last 12 months, we estimate the combined impact of avoided costs and recovered productivity to be approximately $140,000, with $100,000 to $200,000 in avoided costs.

I would assess the effectiveness of PagerDuty's generative AI as effective for operational decision-making during incidents, with some limitations for strategic decisions. We have been using PagerDuty generative AI features such as status updates and incident summaries for approximately 12 months, and it has helped us with faster incident communication and stakeholder updates. It also has accelerated root cause analysis and post-incident decisions, and has provided contextual insights during live incidents.

PagerDuty Operations Cloud is a great tool, especially if you are managing more than five to six services with a rotating on-call team. It is worth the investment, but treat it as a project rather than simply a tool you turn on. The licensing for PagerDuty Operations Cloud can be somewhat confusing. We find it tricky to determine which features are in which tier, especially around automation and AI. I rate this review 9 out of 10.

I have been working in my current field for over seven years as a DevOps and site reliability engineer, and my primary experience involves managing the reliability of infrastructure platforms hosted in multi-cloud and on-premises environments. I have predominantly worked with systems hosted in AWS services, setting up infrastructure, CI/CD, observability, and completely establishing the release process where I utilize PagerDuty Operations Cloud for triage and other SRE operations.

I have been using PagerDuty Operations Cloud for over four years, and I have utilized it in multiple ways. One involves using PagerDuty Operations Cloud through enterprise services via a subscription model, and I have also used it in a project at Intel where I utilized PagerDuty Operations Cloud from AWS for approximately one to one and a half years. After that period, I have been using it as a subscription currently at IBM.

One of the main use cases for PagerDuty Operations Cloud involves handling the operation center, particularly concerning incident resolutions and triaging different incidents as part of the score platform engineering team within a central IBM cloud where various IBM cloud services are hosted. To ensure continuous reliability, automated incidents are created in PagerDuty Operations Cloud and incident management automation is heavily utilized as part of the project. Previously, I worked on integrating PagerDuty Operations Cloud with default AWS services to create incidents for different AWS services as part of the host infrastructure at Intel. Currently, I am creating different incident workflows within IBM internal cloud operations to ensure an effective incident management process, utilizing integrations with different LLMs as part of incident management, along with agentic SRE tasks that have arisen in the project.

Since I am part of a larger platform engineering team and SRE operations team, there are many incidents and services that my team handles. I handle over 26 IBM cloud score services hosted in our internal platform, where there have been many incidents related to service downtime, reliability issues, and update issues. A dedicated SRE team handles end-to-end incident management, and we wanted to automate the incident management process, especially since we receive hundreds of incidents per day, up to thousands of incidents during critical release times of different services. Thus, the manual on-call process has been automated through utilizing PagerDuty Operations Cloud.

One of the features I find valuable in PagerDuty Operations Cloud, which is part of our current migration activities, involves automating the entire incident management process by integrating all service incidents into a single incident management page. In IBM cloud, since many services and incidents occur, I utilize the runbook automation feature where I create runbooks for each service and common issues that facilitate incident management for common incidents.

The runbook automation positively impacts my team's workflow by significantly speeding up the incident resolution process. In IBM cloud, we have different services hosted such as IBM Schematics and IBM Kubernetes Service, with thousands of concurrent global users. We face several issues during multiple incidents, particularly in reliability and infrastructure side issues. Basic level zero incidents often require simple commands run in kubectl. Therefore, I created runbooks to address these common issues, allowing SRE team members to refer to the runbook and manually fix the issues. However, before using PagerDuty Operations Cloud's runbook automation, it took over 20 minutes to resolve these issues. After implementing PagerDuty Operations Cloud's runbook automation, I have reduced the response time from over 20 minutes to less than two minutes, saving approximately 80 to 90 percent of the time and making mean time to resolve significantly faster. I review the runbooks quarterly to update them with any new steps necessary.

PagerDuty Operations Cloud has greatly improved our productivity. Previously, I handled many incidents with manual automation runbooks, leading to substantial toil for the SRE teams in resolving even minor incidents and complicating our on-call schedule. Once I adopted PagerDuty Operations Cloud and heavily utilized the runbook automation, I provided a list of common incidents to PagerDuty Operations Cloud, which then did the heavy lifting in fixing basic incidents automatically. This allowed my team to focus more on development activities related to platform engineering. Overall, it has reduced our toil by at least 50 to 60 percent and improved our efficiency, enabling us to onboard more services. We increased from onboarding seven core IBM cloud services to over 28 services now hosted.

The expansion of services impacts our organization's goals and customer experience by allowing all IBM cloud internal services to be hosted on a dedicated platform engineering service called Rednote. Before using PagerDuty Operations Cloud, I utilized Nagios and Sysdig, and after migrating to PagerDuty Operations Cloud last year, I prepared a set of runbooks, automating on-call schedules and incident management. This automation has led to a significant increase in incident closure rates from around 40 to 45 percent, improving efficiency and reducing manual toil for basic incidents by about 60 percent. This enables my team to focus more on development activities as basic incidents that can be managed through simpler runbooks are now handled automatically by PagerDuty Operations Cloud. Additionally, incorporating AIOps into our on-call scheduling and notifications helps it learn from previous incidents and proactively address issues. This scalability has allowed me to grow from handling four cloud services to 28 services, increasing from 200 to 300 customers to over 1800 plus customers, thanks to PagerDuty Operations Cloud.

Since I host our internal services, I want more customization relating to our specific use case.

The needed improvements include the configuration process, as new team members face a steep learning curve to understand the platform. With many new members, they need training to set up runbook workflows, event orchestration, and manage complex on-call schedules across 23 services, making it a challenge for new users. Additionally, I feel the web interface requires improvements.

I would rate PagerDuty Operations Cloud as eight out of ten because the cons include a complex configuration process and high costs for each add-on that I try to obtain, making subscriptions costly, along with limited customization in certain incident workflows.

The primary reasons for rating it an eight include the complex configuration which makes it challenging for new users, as well as their difficulty in setting up advanced runbook workflows and managing complex on-call setups. The web user interface also requires improvement. Although I receive alerts via the mobile app, which is beneficial for handling schedule maintenance, the same features should be added to the web interface. Customization issues persist, such as the inability to clone entire schedules as part of the workflows, and I want to keep incidents open for a specified duration, neither of which I can currently customize. Thus, I raised a ticket with PagerDuty Operations Cloud to address these concerns. Furthermore, the cost is high, making it one of the more expensive incident management solutions.

I have been using PagerDuty Operations Cloud for over four years.

PagerDuty Operations Cloud is definitely stable, providing faster incident management and making managing our on-call roster easy along with effective escalation and notification channels.

Regarding scalability, I do not find many issues. PagerDuty Operations Cloud effectively handles concurrent incidents, and incidents are fixed properly and on time.

My interaction with PagerDuty Operations Cloud's customer support mainly focused on customizing our workflows. They understand our concerns and are willing to implement solutions that integrate into PagerDuty Operations Cloud effectively. From a reliability perspective, I have not faced any issues, and their support provides timely assistance for custom integration and workflows.

Positive

Previously, I used RunDeck automation, which is why I switched to PagerDuty Operations Cloud after PagerDuty Operations Cloud acquired RunDeck.

Before using PagerDuty Operations Cloud, I utilized Nagios and Sysdig, and after migrating to PagerDuty Operations Cloud last year, I prepared a set of runbooks, automating on-call schedules and incident management. This automation led to a significant increase in incident closure rates from around 40 to 45 percent, improving efficiency and reducing manual toil for basic incidents by about 60 percent.

I purchased PagerDuty Operations Cloud through AWS Marketplace while at Intel, and my experience has been positive regarding pricing, setup costs, and licensing. I had around seven users part of it for a base pricing of around $450 per user, primarily for custom workflows and the ITSM part. Currently, I am utilizing the runbook automation part, which costs around $2000 per year, and in the last three months, I have also used the AIOps feature for approximately $700 to $800 per month, resulting in a cumulative cost of around $3000 per month.

Before choosing PagerDuty Operations Cloud, I evaluated other options, particularly competitors such as ZenDuty due to cost effectiveness, but I favored PagerDuty Operations Cloud for its RunDeck features and automation capabilities for incident workflows, despite the required migration.

Utilizing PagerDuty Operations Cloud allows me to save a significant amount of time, not only on routine incidents but also in focusing on onboarding additional services. This significantly aids me in spending less time on routine operational activities, quantified by the reduced personnel needed to manage routine tasks.

I highly recommend using PagerDuty Operations Cloud if you have numerous operational incidents to handle daily, especially if you prioritize reliability, particularly in critical projects such as IBM's core cloud services where outages must be avoided to ensure compliance and reliability.

I urge potential users to adopt PagerDuty Operations Cloud if reliability is a priority and they have a sufficient budget, as it is suited for larger infrastructures and effectively manages redundant incidents, standing out as the number one option in its market segment. I have rated PagerDuty Operations Cloud as eight out of ten overall.

The most important use for PagerDuty Operations Cloud is alert notification over mobile number, email, and Slack. Apart from that, escalation policy and on-call scheduling are important features.

During night incidents, when fewer people are on-call, escalation becomes critical as people naturally become sleepy. For night shift people, we have tightly integrated the system so they receive both email and mobile notifications, including calls. In most P1 incidents, users get easily notified and we can start troubleshooting immediately, which is very important.

PagerDuty Operations Cloud is a very reliable alerting system. We can easily set the escalation policy, and the important thing is that we can easily integrate with multiple notification channels including text messaging, calling, and organizational mail. It is easily integrated with Slack integration, making it user-friendly compared to other solutions. Sometimes I think it is a little noisy, but that is something we can work on.

The integration is very smooth and user-friendly compared to other solutions. I highly recommend PagerDuty Operations Cloud to my current clients, and I have informed my colleagues working in other organizations about this solution.

For example, one client experienced a hardware issue at the EBS volume level where the EBS volume became completely full, preventing the cluster from working as expected. In that case, we received a P1 alert, and we automatically notified L1 and L2 escalation. The alerts were automatically notified, and when L1 was not working, the alert escalated to L2, who received the call and started working accordingly. They escalated to the on-call L1 as well as other L1 staff, and we all got on the same call to start further troubleshooting. In that case, our RPO and RTO for this incident was resolved in less than thirty to forty minutes, while our target RPO and RTO was one hour. PagerDuty Operations Cloud is really helpful compared to normal notification channels. It understands the incident and easily notifies all stakeholders.

The user interface is absolutely fine, and there is no improvement needed right now. I also appreciate PagerDuty Operations Cloud providing so many platforms to learn through. Their courses and certifications are quite good, and we get a deeper understanding of the tool, which helps us easily guide whoever is onboarded in the new team.

In terms of improvements to incident response after using PagerDuty Operations Cloud, we have achieved reduced MTTR, mean time to resolution. We can achieve specific RTO and RPO targets by using this incident management tool.

The best feature of PagerDuty Operations Cloud is that it easily integrates with other systems, and we can easily create and process escalation policies.

For example, at two a.m., when a Level 1 engineer receives a call but does not pick up or acknowledge the alert, they receive another call. If the Level 1 engineer still does not respond, the Level 2 engineer receives the call. If the Level 2 engineer is still not available, the Level 3 engineer receives the call. Based on the incident priority, the call shifts from Level 1 to Level 2, and from Level 2 to Level 3. In this way, we can escalate through the hierarchy and easily work on the incident. Based on the category of P1, P2, or P3, the escalation policy works accordingly. This is a very best feature as we can easily track alerts based on their priority.

Overall, the tool is very effective and improving. The main thing is that sometimes we receive some alerts continuously, which may be noisy. There is a possibility that it is not the fault of the alert, because it is always a false positive alert, but somehow if we could add some AI functionality so that when a particular alert continuously occurs every ten to fifteen minutes, we could add some AI feature and some real-time alerting. Based on that, we could create notification messages to work on that particular thing or inline to the alert. We could add some kind of document indicating that this alert has been occurring continuously for the last thirty minutes, one day, two days, and that you need to work on it. Such a feature would give more clarity about the alert.

Not only the thought, but this is the best incident management tool. The only thing is that the current market is moving more toward AI operations. We could add some features to make our tool more enhancing and more powerful. It is definitely powerful, but it could be more powerful.

I have used PagerDuty Operations Cloud for more than two years.

PagerDuty Operations Cloud is the most stable solution. In the two and a half years that I have used it, I have never experienced the service being down, degraded, or anything like that. I have never experienced any issues, which is why I have said from the beginning that it is a very good experience with this particular service.

From a business point of view, I could not give a comment on whether it is expensive or cheaper, as that is a financial matter. However, from an operations point of view and as an SRE lead, my entire team and I have had a good experience with the tool, and it is really efficient from a cloud operations perspective.

Previously, we did not have a dedicated solution. We relied on native alerts coming directly from the platform to our mail and standard notification channels. It was really difficult to get users notified. PagerDuty Operations Cloud offers the important advantage that we can easily get notified and work on alerts and system degradation within our RPO and RTO targets. Additionally, there are other features where we can track the alert pattern and alert history. Based on that alert history, we can analyze our infrastructure more deeply.

I would rate PagerDuty Operations Cloud between eight to nine, and more towards nine. By using PagerDuty Operations Cloud, we have already achieved RPO and RTO targets in multiple incidents, which is the important thing. Additionally, we have achieved mean time to resolution from an SRE perspective. Everything notifies us appropriately, all escalation policies work together properly, and the best feature is that we have multiple options to integrate.

My first advice to people who have production environments and large-scale infrastructure is to highly recommend PagerDuty Operations Cloud for notification and alert smoothing. It is very easy from an operational point of view, the team can easily understand it, the interface is easy, and overall we can achieve all our RPO and RTO targets. I give PagerDuty Operations Cloud a rating of nine out of ten.

I started as a user working in an operations team where we handled the AWS infrastructure deployed for a particular company. Whenever any issue occurred, we received pages using PagerDuty Operations Cloud. I gradually learned about PagerDuty Operations Cloud and started integrating it into different workflows. I began integrating it to make Slack bots, and right now I am using PagerDuty Operations Cloud API endpoints to make AI agents as well. I can think of myself as an integration engineer who works extensively with integrating different services, one of which is PagerDuty Operations Cloud.

I also use xMatters alongside PagerDuty Operations Cloud. Speaking from an integrations engineer's perspective, I have not integrated xMatters heavily, but I have been a user of xMatters more lately. The major difference I observed was the workflow management. xMatters has better workflow management than PagerDuty Operations Cloud. Let me explain what I mean by workflow management. If you have a company with ten teams working on a particular product, every member of those teams may or may not receive a page. Every member should have an orchestrator where they can define custom rules such as a service should be paged directly to X team, or if a page comes from ABC issue, it should directly go to Y team without having me to manually put the team name or team details regarding where to page. This capability is lacking in PagerDuty Operations Cloud while in xMatters, it is flawlessly integrated where you can add custom rules and custom rule sets. In PagerDuty Operations Cloud, we have to create separate pages for that functionality. However, when I talk about integration, the xMatters API toolkit is confusing and disorganized. The tree structure is not present in xMatters, but I appreciate that about PagerDuty Operations Cloud. Integration-wise, PagerDuty Operations Cloud is flawless. I love PagerDuty Operations Cloud from an integration perspective, but it makes my life difficult if someone wants me to integrate xMatters.

I appreciate the overall API toolkit very much. It is one of the simplest API toolkits I have seen that lets me do literally anything via API calls, which I can essentially do via the browser. I do not even need to log into my browser to do anything if I have a CLI or any tools integrated with it.

I have built an AI agent which detects if any page comes into PagerDuty Operations Cloud. PagerDuty Operations Cloud has webhooks, which is great. If anything comes into PagerDuty Operations Cloud, I basically poll every detail of that page, perform some incident resolution, and do something on the infrastructure according to whatever page I receive. I add comments in the pages via PagerDuty Operations Cloud API and then do the whole incident life cycle using all the APIs. There is also a very good Python library called PDPYRAS, which I use extensively, which uses PagerDuty Operations Cloud APIs to build SDK. I have developed my own CLI toolkit using PagerDuty Operations Cloud APIs itself, which is on my GitHub.

The UI is good and looks good, but sometimes when pages come very frequently, such as receiving ten to fifteen pages per five to ten seconds, it works flawlessly. However, when you tie your PagerDuty Operations Cloud instance to very large-scale infrastructure where you have millions of instances and get at least five to ten pages per second, the UI starts to hang. The API works flawlessly even then, but if someone does not know how to use all the integrations that PagerDuty Operations Cloud provides, they have only one choice but to log into the UI and check for the pages. Then they will have to face the lag in the UI.

Integration is very easy. I have completed entire integrations, deployments, and testing within six hours. It is just so easy.

One person can do everything end to end on their own. I have done it multiple times, and I have seen other people doing it multiple times as well. Everything is very seamless. I should also appreciate the official documentation that you have. Usually official documentation is not that good, but yours feels like someone has taken time to write those documents. The commands which you have written for back-end integration are straightforward. I literally have to just copy and paste after setting environment variables.

I believe you really need to work on your UI. The UI is good and looks good, but when pages come very frequently, such as receiving ten to fifteen pages per five to ten seconds, it works flawlessly. However, when you tie your PagerDuty Operations Cloud instance to very large-scale infrastructure where you have millions of instances and get at least five to ten pages per second, the UI starts to hang. The API works flawlessly even then, but if someone does not know how to use all the integrations that PagerDuty Operations Cloud provides, they have only one choice but to log into the UI and check for the pages. Then they will have to face the lag in the UI. This is the area where I feel improvements are needed.

PagerDuty Operations Cloud does require a fair amount of maintenance. Many incidents go into triage and need to be regularly cleaned up. If an incident comes for which we have not set rules to auto acknowledge and close, it basically stays in the triage and we have to manually clean it up. I think an auto-detection mechanism can be implemented out of the box. Because it is not there currently, we have to develop modules around that. An alternative would be webhooks that you can come up with which we can utilize to implement this out of the box.

The only lag I have experienced is the UI lag that I have already described.

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

PagerDuty Operations Cloud is scalable. I have not faced any issues with scalability. It is pretty good when it comes to scalability.

I have contacted support multiple times.

There are ticket levels which we can create. I have not called the support team on the phone, but I have mailed and raised tickets with them. There have been instances where I had to integrate a very old server, AIX server framework to PagerDuty Operations Cloud for which the modules were not present in PagerDuty Operations Cloud. I am not blaming them for this; I am blaming the company who are using AIX servers. However, they did not have the module, so I had to raise a ticket. It was around Severity 3. The response was not super fast, which is expected. However, as soon as it escalated to Severity 2, I received an immediate email from PagerDuty Operations Cloud team. I think the support is fine. I have faced just one time some inconvenience. I do not know what was the reason, but there was one time where I did not receive any response for two days. Thank goodness it was not a Severity 1 incident for us, but two days was unacceptable at that point. Hence we started looking at other products including xMatters. There has been just one instance, but the company which I work with, even one instance sometimes causes a lot of friction. People start looking at other options. However, there has been just once.

Integration is very easy. I have completed entire integrations, deployments, and testing within six hours. It is just so easy.

One person can do everything end to end on their own. I have done it multiple times, and I have seen other people doing it multiple times as well. Everything is very seamless. I should also appreciate the official documentation that you have. Usually official documentation is not that good, but yours feels like someone has taken time to write those documents. The commands which you have written for back-end integration are straightforward. I literally have to just copy and paste after setting environment variables. Everything is very easy.

I use xMatters alongside PagerDuty Operations Cloud. Speaking from an integrations engineer's perspective, I have not integrated xMatters heavily, but I have been a user of xMatters more lately. The major difference I observed was the workflow management. The workflow management in xMatters is better than PagerDuty Operations Cloud. Let me explain what I mean by workflow management. If you have a company with ten teams working on a particular product, every member of those teams may or may not receive a page. Every member should have an orchestrator where they can define custom rules such as a service should be paged directly to X team, or if a page comes from ABC issue, it should directly go to Y team without having me to manually put the team name or team details regarding where to page. This capability is lacking in PagerDuty Operations Cloud while in xMatters, it is flawlessly integrated where you can add custom rules and custom rule sets. In PagerDuty Operations Cloud, we have to create separate pages for that functionality. However, when I talk about integration, the xMatters API toolkit is confusing and disorganized. The tree structure is not present in xMatters, but I appreciate that about PagerDuty Operations Cloud. Integration-wise, PagerDuty Operations Cloud is flawless. I love PagerDuty Operations Cloud from an integration perspective, but it makes my life difficult if someone wants me to integrate xMatters.

Regarding pricing, I do not remember the current prices, but I used the first tier about two years back for one of the startup failures which I was working on. That startup did not work out, but I integrated PagerDuty Operations Cloud with a lot of things there.

For the enterprise and for large-scale enterprises, the pricing is good. I will not even say it is fine; it is good for large-scale enterprises. However, for small-scale startups and small businesses, because they already are in a very nascent stage, the pricing is a little on the higher side. There is no custom module which I can just add to my cart which gets me custom pricing. It is just one bucket. For small-scale operations, I think the pricing is a bit pricey.

I do not use PagerDuty Operations Cloud's AI assistant, but I integrate the back-end to create agents. I do not use their default ones. I have never used it, and I do not know how good or bad that is. I am integrating PagerDuty Operations Cloud modules, APIs, and SDKs to develop AI agents, not using anything which comes out of the box.

My overall review rating for PagerDuty Operations Cloud is eight out of ten.

As of now, in my current team, we are not working with PagerDuty Operations Cloud, but it is being used in my company. I would say I am not currently working with it, but I have used it for 4.5 years straight.

I used to work for a product-based company and we used PagerDuty Operations Cloud to alert us whenever any P0 or P1 incidents came in. It would page us in the middle of the night when we were not working.

I was part of a cloud operations team, and the product had to be up 24 into 7. Since we were not working 24 into 7, we set up alerts outside of office hours and over the weekend. We had integrated our ticketing system with Slack, and the alerts were integrated to PagerDuty Operations Cloud. Based on the rotation, whoever was on call would receive an alert whenever a ticket came in. The alert would notify the on-call person via call, email, and text with information about the ticket, priority, and issue. We had PagerDuty Operations Cloud app installed on our phones so we did not have to directly rush to the laptop. We could see the initial overview from our phone to determine what the issue was and whether it was important, and we could acknowledge it from our phone. The acknowledgement time is only 15 minutes, so it was great since we could acknowledge it from the phone without having to directly open the laptop.

We used webhooks for this setup. Tickets would come into Freshservice, our ticketing tool, and then we used webhooks to generate notifications on Slack. We had created rules in New Relic, our monitoring tool, so that it would page based on specific criteria. Basically, this was done through automation because there were a lot of services and we could not do it manually. This was not my personal experience; I was not the one who did it, but I know it was done by one of my teammates.

PagerDuty Operations Cloud was really an important key for us to maintain the product and ensure that we were always connected with our customers while continuing our lives outside of work.

The best feature I liked about PagerDuty Operations Cloud is that you can set up multiple notifications. I had set up five to six notifications so that if I missed one call, after a minute the alert would trigger again. If I skipped or was away somewhere and missed it, it would call me again after two minutes, after three minutes, after five minutes over the 15 minutes. I could set multiple times of calls. This was the best feature for me because I am a deep sleeper. When I was on call over the weekend, I would sleep, and I was very concerned about missing the call. If I missed one call, I would get another call.

One time, I remember all our teammates went on vacation. We were thinking about what if a person would miss PagerDuty Operations Cloud alert or someone would run out of battery while on call. For one person, we had added four or five numbers to PagerDuty Operations Cloud so that the first minute they would get a call, the third minute someone else would get a call, the fifth minute someone else would get a call. This was a really good feature. It is not like you can only add one number. In that way, I felt it was very scalable because you can add multiple numbers.

I think PagerDuty Operations Cloud is very stable and reliable. I never had an experience where I was not paged whenever our alert triggered. For me, it was always working at 99.9% reliability. Our biggest concern was not missing any incident raised by customers when we were offline because customers are essential for any company. I think PagerDuty Operations Cloud made sure we were always connected with the customer. At the same time, we could continue our lives instead of sitting in front of the laptop 24 into 7. It was really an important key for us to maintain the product.

It was actually pretty good. More than preventing cost, it was more reliable in terms of the client. When clients were creating tickets, they were getting prompt responses from our side because of PagerDuty Operations Cloud. We were able to get the information at the same time when they were creating the ticket. So we could ensure them that we are here for them 24 into 7. This was a pretty important point because for any product-based company, it is very important to make sure that clients feel connected and that their requests are being heard, seen, and addressed.

If I have to say, maybe we could increase the acknowledgement time. Fifteen minutes is less in my opinion. Maybe we could increase it to 20 minutes. The response time for every level in PagerDuty Operations Cloud is 15 minutes. Perhaps it could be increased to 20 minutes. This depends person to person, but 15 minutes feels short.

I have used PagerDuty Operations Cloud for around 4.5 years.

I am not entirely sure about stability issues. I remember there was a time we were flooded with a lot of alerts, but I think that was because New Relic broke. Our alerts used to come through New Relic, and whenever it would trigger, then it would go to PagerDuty Operations Cloud. So I am not certain if the issue was with PagerDuty Operations Cloud itself.

One time, I remember all our teammates went on vacation. We were thinking about what if a person would miss PagerDuty Operations Cloud alert or someone would run out of battery while on call. For one person, we had added four or five numbers to PagerDuty Operations Cloud so that the first minute they would get a call, the third minute someone else would get a call, the fifth minute someone else would get a call. This was a really good feature. It is not like you can only add one number. In that way, I felt it was very scalable because you can add multiple numbers.

My company has used PagerDuty Operations Cloud from the start until now. In my current team, it is not being used, but the company is using it. I do not see any other app for this purpose that can page someone. I am not aware of any alternatives. From the beginning, we have been using PagerDuty Operations Cloud.

The first time we had to set up how to rotate on-call shifts, there were so many things to consider. You could page people, and you could go to incidents and page particular people from the department. For that, I used a document. There was another time when I had to create a schedule for the rotation to design how the on-call would be structured. For that, I also used documentation. So there were two times I used documentation for setup.

The documentation was helpful.

I would say it would be pretty good if PagerDuty Operations Cloud could assess what kind of alert you have been paged for and what action you could take based on previous paged experiences. I never got a chance to use this feature, but I think it would have been a great idea because I think 50% of the work would have been done automatically. Maybe it could have suggested some documents directly that state, for this particular alert you have been paged about, these are the reference documents you can use based on what was used for similar alerts. Instead of me searching a lot, it could tell me what I should do. I think that would be really great. My overall rating for this product is 9.

The main use cases for PagerDuty Operations Cloud are incident management and handling high severity incidents in an automated way. For example, at midnight, if we get a high severity incident, PagerDuty throws alarms or notifications to our Slack or team channel so other people get notified and start working on it. Another use case is that we are also monitoring our cloud VMs using PagerDuty automation, which we have done using service integration with our cloud provider. It identifies situations such as our cloud VM going to high CPU usage or requests getting dropped, which can significantly damage the application. At that time, PagerDuty sends alerts to the respective persons, the person who is on-call.

Another use case is that we also use PagerDuty to execute some of the installation scripts using PagerDuty webhooks integration in a totally automated way. Suppose any cloud resource goes faulty and we need to ensure that the respective installation or script gets executed automatically by the use of PagerDuty webhook, so that the issue gets fixed automatically. Nobody is going to be informed or bothered, as it is a self-healing process. We also use another notification to our mobile phone for any P1, which is a high severity incident that will definitely have a business impact. At that moment, we have also leveraged this tool to get a phone call.

The best features of PagerDuty Operations Cloud that I find most valuable are incident management and webhooks. The reason is that if you go for any P1 incident, somebody would usually need to do all the manual efforts, such as creating the Slack channel, informing the team leads and other team members, gathering information related to any service outage or component outage, and providing it in a text format to the Slack channel. All these manual efforts take much time, but PagerDuty does that for you. It gathers the related services and people who are already in that Slack channel and sends the alerts. It automates the whole process, so no human intervention is required.

Another very good functionality is webhooks. They work exceptionally well. If my cloud infrastructure has an issue, a person needs to investigate, and if it requires a server reboot or installation of a script, that person needs to intervene manually. However, using this webhook, we can send one alert or notification to our automated job indicating that this issue requires execution of a particular script or file on that server, which fixes the ongoing issue without requiring human intervention. If this happens at midnight, people can sleep easily without any headache, and PagerDuty will take care of the task.

PagerDuty Operations Cloud has a very good impact on our company, especially regarding business and service level agreements, as well as reducing incident resolution time. It also helps automate manual work.

An additional feature I think would improve PagerDuty Operations Cloud is integration with development scenarios or the code building side. For example, if there is a service outage, I believe PagerDuty could have functionality to check that out and verify if there was any faulty code pushed to our GitHub repository. If there was an error in our repository structure, then having a functionality to find these errors would provide much clarity. This would help developers quickly identify and fix issues, making sure they can change code wherever necessary. That would work exceptionally well.

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

PagerDuty Operations Cloud is stable, with very little chance of missed alerts. It catches almost all alerts, sending notifications in a timely manner. We have not seen PagerDuty Operations Cloud instance go down or fail; it works smoothly, so I would say PagerDuty Operations Cloud operates perfectly fine.

The scalability of PagerDuty Operations Cloud is totally doable. For example, I have created a group where I defined incident priorities, and if my team grows from five members to nine, I can easily onboard these new users to PagerDuty Operations Cloud and configure the alerting system to scale up or down based on requirements. The scalability is quite easy. PagerDuty Operations Cloud also offers many integrations, allowing us to scale to other cloud providers if necessary.

Customer service from PagerDuty is great. Sometimes we need help with setups, which are usually minor, but whenever we need support, we receive it promptly. I would say their support is quite good.

Before choosing PagerDuty Operations Cloud, we evaluated other solutions including Grafana, which is for monitoring cloud infrastructure. While we used Grafana for automated monitoring, it lacks the incident management and webhook features that PagerDuty Operations Cloud provides. Therefore, we can manage tasks effectively with PagerDuty Operations Cloud. We also used Nagios, which is another application monitoring tool that only allows monitoring application logs and lacks a solid alerting system, unlike PagerDuty Operations Cloud.

The initial setup of PagerDuty Operations Cloud was very straightforward. It was not complex at all. The documentation provided by PagerDuty is very handy and easy to understand, making the process comfortable and non-confusing.

We did not use an integrator, reseller, or consultant for the deployment. Since we were able to set it up ourselves, we never felt the need for any consultants or assistance from PagerDuty while setting up our environment or workspace.

I have seen a return on investment with PagerDuty Operations Cloud, particularly in incident management. Using this mechanism reduces the number of incidents I need to raise manually, decreasing the effort required. For example, I could say that in a month, we need to raise 150 incidents manually, but with PagerDuty Operations Cloud, I can cut that down to 100 incidents. This results in a reduction of about 40 or 50 incidents.

The setup cost and pricing for PagerDuty Operations Cloud are very cost-effective, but I have a suggestion: if PagerDuty could provide a trial version for individual users, rather than just corporate users, it would help others learn more about PagerDuty Operations Cloud. They could conduct proofs of concept, do hands-on testing, and recommend PagerDuty Operations Cloud in their respective companies or projects.

We did evaluate other tools and even assessed the trial version of those tools by checking all functionalities and use cases. Given that our use cases were larger, we ultimately chose to proceed with PagerDuty Operations Cloud.

We have started using PagerDuty's autonomous AI agents, but we have not leveraged it in detail yet. We have started using it, and hopefully very soon we will implement the AI agent to create solutions in our architectures, which will definitely help us a lot.

For decision-making, when we leverage the AI agent, we need to deploy it in our workspace and feed data to the agent in more use cases, including data in a spreadsheet or JSON or XML format. Cases and scenarios will be added so that the agent will analyze all the data we feed. In the future, if any such scenarios occur in our workspace or infrastructure, PagerDuty Operations Cloud agent will react and make decisions based on the previous trained data.

The influence of PagerDuty's embedded AI on revenue protection is significant. PagerDuty Operations Cloud helps us resolve incidents much faster, which means we consistently meet our SLAs, thereby avoiding penalties for service outages. This helps us save revenue by ensuring that clients or stakeholders do not impose penalties due to outages.

PagerDuty Operations Cloud's AI functionality helps improve my team's ability to focus on core tasks rather than routine issues, particularly with cloud service monitoring and incident response time. These aspects significantly increase our productivity. The solution's alert reduction feature has a significant impact on preventing costly incidents in our company. Creating multiple incidents manually takes a lot of time, but PagerDuty Operations Cloud does that in seconds. This reduction in incident creation time greatly influences our project delivery. Overall, I would rate this product a perfect ten.

I use PagerDuty Operations Cloud for core tasks only because my client completely belongs to healthcare. Healthcare is a high priority where we need to help people. I primarily use it for core tasks and sometimes for primary tasks as well.

The main advantage of using PagerDuty Operations Cloud is that it's user-friendly. Even a fresher can easily understand the user interface and learn it without much technical knowledge. Everything is already provided in PagerDuty Operations Cloud, such as which team, who is available on call currently, and which person belongs to which team. Sometimes I don't know which team a person belongs to, so I can quickly go into PagerDuty Operations Cloud, type his account, and find which team this person belongs to. Considering that team, I can use that team name and call, create a new PagerDuty Operations Cloud incident, and call that team to join my call to discuss it.

My designation is Major Incident Management, so I only handle P1 and P2 incidents. Whenever I feel there is a P1 incident going on, I require multiple teams. The only thing I use is PagerDuty Operations Cloud to call all the relevant technical teams that I need to resolve this P1 or P2 incident. For my role, PagerDuty Operations Cloud is the biggest advantage because there are three levels of escalations. If the first person is unable to respond to my PagerDuty Operations Cloud alert, it automatically triggers to the next person within the next 15 minutes. If the second person is also unable to come to my call and ignores the alert, it automatically escalates to a level three person. Within 15, 5, and 5 minutes, it will trigger to three different persons in the same team where they can quickly jump to the call to help me in resolving my P1 or P2 incidents.

I also have multiple bundles available. If I have one following issue, I can customize PagerDuty Operations Cloud things. It's a group format. If I have an issue with my login, the bundle name is P1 login. One click of the bundle automatically triggers almost 50 to 60 people who are included in that bundle. It also gives me the option to customize who can be on this team and who I do not want in this team. Many customization, AI features, and automatic features are really making my work easy. Being a Major Incident Manager of my team, resolving P1 and P2 incidents quickly and on time, PagerDuty Operations Cloud really helps me a lot to deal with it.

One of the greatest features of PagerDuty Operations Cloud is that there is no need to disturb people by directly calling from personal numbers or Teams or anything else. I can just click on PagerDuty Operations Cloud. It will directly ring the person's phone, message, and Outlook, and the app directly, so that they know someone is calling and they have to attend that call in an emergency case.

The features PagerDuty Operations Cloud has are completely fine. I don't think any new enhancement is required to PagerDuty Operations Cloud as of now.

I have never faced any issue with PagerDuty Operations Cloud tool itself, so I never had an opportunity to get in touch with them. If I really wanted to have contact with them, I have an option directly from the website to raise a ticket if I'm facing anything. The option is clearly visible over the user interface.

I don't think much that I can improve with PagerDuty Operations Cloud as of now because they are completely updating all the features. Artificial intelligence is also implemented into PagerDuty Operations Cloud which is making my work very smooth. As per my needs, it is absolutely fine as of now.

I have been using PagerDuty Operations Cloud for about three years.

Since three years I started with PagerDuty Operations Cloud, I have never faced any issue with the performance or downtime. If there is any downtime with PagerDuty Operations Cloud, they are going to inform me prior, at least two days before, by sending an email. I don't think I have ever faced anything with PagerDuty Operations Cloud.

I don't think much that I can improve with PagerDuty Operations Cloud as of now because they are completely updating all the features. Artificial intelligence is also implemented into PagerDuty Operations Cloud which is making my work very smooth. As per my needs, it is absolutely fine as of now.

I have no issues at all.

I have never faced any issue with PagerDuty Operations Cloud tool itself, so I never had an opportunity to get in touch with them. If I really wanted to have contact with them, I have an option directly from the website to raise a ticket if I'm facing anything. The option is clearly visible over the user interface.

In the current field, I have been working for around three years. The day I joined this company, I got the access for PagerDuty Operations Cloud. Previously, I held two years of experience working with Amazon. My old company did not have PagerDuty Operations Cloud.

The first thing is that I had to buy the license for PagerDuty Operations Cloud on a yearly basis. Once the license was obtained, an administrative account was given to one person, and whoever required a PagerDuty Operations Cloud account in the company, the administrative account holder would create credentials and share them. Once I had the credentials, I registered with a one-time password with PagerDuty Operations Cloud. Once I was all set, I was assigned a team. Everything was set up by my managers. It was a very easy thing to register because everything was handled by the administrative account, which was in the United States.

Resolving the issue within time saves a lot of revenue and there is no work stoppage.

I am completely unaware of the costing part because it's a client atmosphere. We are completely unaware of it.

I utilize artificial intelligence functionality in PagerDuty Operations Cloud. There was a limit that has been set in PagerDuty Operations Cloud. Whenever some threshold is crossed, it automatically triggers the particular group. The group will be joining the call and will be resolving the issue that is going on. It is interlinked with other applications that I use, such as DataDog.

The GenAI capabilities for providing insights for decision-making processes were set manually, and the feature itself is a very useful feature. If a person is missing something, the artificial intelligence doesn't miss it. Whenever it crosses the threshold, it automatically triggers the team that they have to look into this issue immediately. It also informs the team that this is the issue that is going on with their team, and they need to resolve it as soon as possible. It also has an option to set the priority, from P1 to P5.

I have already implemented artificial intelligence and automation through PagerDuty Operations Cloud for incident response. It is interlinked with the remaining tools which I have with the help of artificial intelligence. There was a limit, a threshold, which has been adjusted manually by the technical team. If the threshold is increasing above the set limit, PagerDuty Operations Cloud automatically takes the alert and triggers to the technical team who can solve that issue. PagerDuty Operations Cloud automatically triggers the alert to them. They will get to know that this issue is happening within the tool, and they have to quickly jump into it and resolve it.

I am completely unaware of the influence of PagerDuty Operations Cloud's embedded artificial intelligence on revenue protection in terms of reducing alert fatigue and incident costs because I use a client's atmosphere and it's not owned by me.

I don't see this as a negativity, but one feature that could be implemented in PagerDuty Operations Cloud is the following. Whenever I am triggering an alert through PagerDuty Operations Cloud, it reaches out to the person. Sometimes the person only adds their email ID to receive the alert, and sometimes the person only adds their phone number to check the incident notification over message. Some people only select app alert. If they have the application installed on their mobile, the application itself rings or vibrates so that the person is able to find it. I strongly believe that for the person who only has an Outlook email registered for themselves, the person who is currently out of their office may not have access to their email every day. There should be a particular rule to PagerDuty Operations Cloud that everything should be registered. The person should receive an alert over phone, email, message, and also WhatsApp. Out of office, they can get the alert over WhatsApp so that they can join the call quickly to help me. This might be one thing that can be implemented. As of now, there is no particular rule that all three should be registered. Any one is fine. I feel all three should be registered mandatorily.

My review rating for this product is 9 out of 10.

My main use case for PagerDuty Operations Cloud is monitoring multiple platforms. In cloud operations, whenever any application or device has an issue, it triggers PagerDuty, and the on-call shift engineer can immediately check on it.

For a specific example of how I have used PagerDuty Operations Cloud to handle an incident, if any media connect flow breaks or applications deployed on cloud instances have issues, we start receiving alerts. This can be configured using PagerDuty schedules to inform the on-call engineer to take immediate action.

Regarding my main use case, I would add that we do not need to be on the dashboards or monitor manually. Instead, our APIs work in the back-end. They check for things working on the platform's cloud, and if any action is required, the appropriate team can be aligned using PagerDuty.

The best features PagerDuty Operations Cloud offers are the policies and the insights. It provides a lot of data which is required to drill down the specific errors we have to work on. The escalation policy works well because it timely triggers the respective people required to work on those issues.

I use those insights and escalation policies in my day-to-day work to review the root causes of why we are getting those issues and why in such high numbers. It helps us to drill down the specific areas where we need to improve in order to have better robustness in terms of solution. It also creates the required awareness. We can use PagerDuty Operations Cloud to trigger the correct stakeholders who need to be involved when such issues occur, based on the definition defined.

PagerDuty Operations Cloud has positively impacted our organization by helping us save a lot of costs, and our responsiveness and actions towards any issues on the platform have improved many folds. If any issue occurs in real-time, we get paged. The correct engineer starts working on it. Considering we have thousands of customers, it is not possible to monitor all of those, but PagerDuty Operations Cloud helps in defining which ones are actionable and which ones can be ignored.

Regarding response times, it used to take around 10 to 15 minutes, and now that can be achieved within seconds. Similarly, for operations, around five to six engineers were required in a shift, and now that can be fulfilled using two to three engineers. That definitely saves a lot of effort and time and helps to improve operations as well.

PagerDuty Operations Cloud can be improved by using proper AI into it, where several actions can be triggered from PagerDuty Operations Cloud itself, instead of writing code. That could be a good approach. Additionally, grouping alerts would be beneficial. Though grouping alerts exists in PagerDuty Operations Cloud, it is not that effective.

Regarding PagerDuty Operations Cloud's AI capabilities, I am not aware of how the security and governance aspects are being handled. For an AI tool from PagerDuty Operations Cloud, it would be helpful in reading the correct metrics and can perform actions automatically. Based on the data we can feed, we can establish use case scenarios.

Concerning PagerDuty Operations Cloud's AI capabilities, I think its accuracy and reliability of output is still maturing. I would say it is going well. Still, a lot of work needs to be done to get this working fluently. Whatever we have achieved so far is decent to use.

Customer support can be improved. At times, we get a delay in response. It takes time to get things back on track and to get the fulfillment done. That is something PagerDuty can work on.

I have been using PagerDuty Operations Cloud for around seven to eight years.

PagerDuty Operations Cloud is stable.

Regarding PagerDuty Operations Cloud's scalability, it is good. As and when you require it based on the license, you can immediately get it. That is not much of a problem for us.

Customer support can be improved. At times, we get a delay in response. It takes time to get things back on track and to get the fulfillment done. That is something PagerDuty can work on. I would rate the customer support on a scale of one to ten as seven.

We were using PagerDuty Operations Cloud only. We did not use any other solution; it was always PagerDuty Operations Cloud.

Regarding my experience with pricing, setup cost, and licensing, pricing looks a little on the higher side, which can definitely be improved. Setup is quite easy and nice and convenient to use.

PagerDuty Operations Cloud was purchased by a security team. They take on those licenses in bulk. It is being used. It is not us directly purchasing it, but there is a specific team for that.

I have seen a return on investment. Previously, this was handled by a team of 40 to 50 people. Now, in terms of licenses, we can operate similar functionality with fewer people using AI tools in place. Those actions get automatically performed, so not everyone needs licenses. This definitely saves cost.

Regarding my experience with pricing, setup cost, and licensing, pricing looks a little on the higher side, which can definitely be improved.

Before choosing PagerDuty Operations Cloud, we evaluated Opsgenie, which looks good, but it is in the initial state. It will be interesting to see how they evolve soon. Datadog is good. Then there is Grafana On-call and GoAlert. There used to be a tool called One Time. That was quite decent as well. But trusting the legacy of PagerDuty Operations Cloud and its reliability, we went with PagerDuty Operations Cloud.

My advice to others looking into using PagerDuty Operations Cloud is that it is quite a stable platform. You can use it and work on it easily. It is an effective tool. Considering what is available in the market right now, PagerDuty Operations Cloud definitely has an edge in functionality and robustness.

Concerning PagerDuty Operations Cloud's generative AI's effectiveness in providing insights for decision-making, it is good. These are new types of models, so it is getting tuned to our requirements and business requirements. Initially it is good, but it can improve.

For automations, we are using PagerDuty Operations Cloud things and then it triggers our tool. As soon as it gets triggered with the specific information, the respective actions are performed. This has become more of an automation, and there is a team working on AI as well. They are looking to get this built up, but it is a work in progress as of now.

I am not aware of much regarding the solution's alert reduction feature on preventing costly incidents in my organization.

It saves time regarding how PagerDuty Operations Cloud's AI functionality has improved my team's ability to focus on core tasks rather than routine issues. The repetitive actions, reporting, and all those have become automatic now. A person or human does not need to sit and perform those. It has saved a lot of effort and time and monotony of work. I would rate this product overall as an eight out of ten.

PagerDuty Operations Cloud serves as an alerting tool for our organization. Whenever applications or any protection systems are down, we get notified via email and mobile. My current role in PagerDuty Operations Cloud is an admin role. Whenever there is a new user or any higher management requirement to grant email access to a particular server or program, we receive the request via the team, and they mention which team they are from and their role. Based on that information, if I get one email ID with a name, I have to enable the ID, then I have to add the name to PagerDuty Operations Cloud for the particular program. When the application is down or any issue is triggered, the user will be notified via mobile and email.

PagerDuty Operations Cloud has several valuable features. We have many monitoring tools, but the major use of PagerDuty Operations Cloud is that when a production alert comes in, it previously went mostly to Outlook and Slack. Once PagerDuty Operations Cloud came into the picture, sometimes we are not in shift or on weekends, or we might be outside. During that time, we would miss most of the issues. However, if PagerDuty Operations Cloud is enabled, it will notify us on mobile. We will get SMS as well via PagerDuty Operations Cloud. We have to know the criticality of the request, and based on that, if critical servers or issues arise, we have to work and fix them immediately. PagerDuty Operations Cloud mostly notifies us for issues based on priority.

The benefits I have seen so far from using PagerDuty Operations Cloud solution include many solutions. The major use is monitoring alerts. Another benefit is on-call scheduling, which goes directly to the right person. We also have an option called the escalation policy. If I am the primary one and I don't acknowledge the call, it redirects to my secondary person. If the secondary is unresponsive, it moves to the tertiary person. This is a major feature. Once we acknowledge the alert, it sends to the next level. It helps in easily coordinating incidents, such as identifying whether it is an issue or an outage. The notification aspect is a major use I see in PagerDuty Operations Cloud.

Currently, improvements for PagerDuty Operations Cloud could be made. It mainly acts as a monitoring alert tool. We need to prioritize tickets according to P1, P2, P3, and perhaps create a dashboard for program-based insights. Additionally, features related to hardware and software agents should be included. Currently, it only notifies us about incident management. If we install an agent or similar tool to collect data from a server at the hardware or application level, we could present multiple metrics in the same tool, which would be more beneficial.

I have been using PagerDuty Operations Cloud solution for the last couple of years.

AI features within PagerDuty Operations Cloud will definitely benefit operations. However, because our project involves huge tools in a large environment, they may have planned to implement AI later. This feature would certainly reduce work, duplicates, and incidents. AI validates first-level issues, and once an issue is resolved, it won't return to us. If the issue persists and the user cannot fix it, it will come back to us. This is a good option, but our organization needs a process and approval to implement it. We may do that in the future.

We have not directly used PagerDuty Operations Cloud support, but we are satisfied with the support we receive. I always get answers to the questions I post. I would rate them an eight out of ten because I'm not entirely sure if I reached PagerDuty Operations Cloud support or third-party support through Slack.

If I remember correctly, our organization used Dynatrace before PagerDuty Operations Cloud. We have multiple tools for monitoring in our client's project. PagerDuty Operations Cloud is not a replacement for any tool. We also use Grafana dashboards and CloudWatch. We have not transitioned from any tools as far as I know.

Implementation of PagerDuty Operations Cloud in our organization occurred previously. We recently took over the team, so we did not have any opportunity for implementation. Whatever features are available, we use them, add users, and alter settings. In the future, if I get the opportunity, I would definitely implement how we can deploy the application in the cloud and manage those processes.

PagerDuty Operations Cloud is definitely an important tool. With our investment, we can save time and resolve issues quickly. It is critical from my viewpoint.

We definitely save time with PagerDuty Operations Cloud. It saves more than half an hour—30 minutes—for each incident. For example, if we receive 10 incidents today, with PagerDuty Operations Cloud it will notify us immediately. This allows us to troubleshoot and fix the issue efficiently. For each ticket, we save around 30 minutes. That is almost 40 to 50 hours saved in a week.

The main differences between Dynatrace, Grafana, and PagerDuty Operations Cloud for monitoring are that both PagerDuty Operations Cloud and Dynatrace are monitoring tools. However, Dynatrace is a full-stack monitoring and observability tool, while PagerDuty Operations Cloud is mainly an incident alerting tool. Dynatrace is known for good detecting capabilities and covers multiple technologies, including cloud, on-premises, and databases. PagerDuty Operations Cloud focuses on incident alerting and routing. Both have AI capabilities and can help with root cause analysis, yet Dynatrace is typically used by SREs and platform teams, while PagerDuty Operations Cloud is used by on-call engineers and operation teams.

We have not used any AI agent. PagerDuty Operations Cloud is the only tool we are using.

There is an option to see insights from AI, but our role is very limited. We only cover particular scenarios, so we don't use that option.

I know how we can use AI for incident response in PagerDuty Operations Cloud, but in my current organization, I don't have the opportunity to work with that. However, I am updating myself and going through information on the internet about AI in PagerDuty Operations Cloud. We can enable it for validating duplicate issues and when we get defined issues. If we know the troubleshooting process for an issue, we can use AI to do the first level of implementation. If the issue persists, we can address it. We can also use AI to suggest responses, and if we get an alert, AI can provide suggestions or references to resolve it, as well as post root cause content.

PagerDuty Operations Cloud is definitely a useful tool because I have heard about it recently. It helps us resolve critical alerts efficiently, benefiting my team and my managers in addressing issues. I would rate its performance well, and if it scales up with more technologies and features, it would encourage wider adoption among teams. In my previous company, it was not well-known. Promoting it could increase its usage. I would rate PagerDuty Operations Cloud an eight out of ten for overall performance.

Our main use case for PagerDuty Operations Cloud is for alerting purposes whenever any kind of downtime or downstream incident happens with our application which causes any downtime, and PagerDuty Operations Cloud will alert us through calls and SMS so we can get notified and quickly remediate the issue.

A unique aspect of our main use case with PagerDuty Operations Cloud is using the Runbook flow. Whenever we experience a specific kind of incident, the Runbook will trigger automation to either remediate the issues or perform root cause analysis, thus enhancing our workflow automations.

PagerDuty Operations Cloud helps our team respond by increasing our response time. Whenever there is any incident, we will get notified and through PagerDuty Operations Cloud, we receive calls 24/7, allowing us to instantly get into a call or investigation and remediate the issue as early as possible. This way, PagerDuty Operations Cloud helps us reduce the MTTR and ensures our application is more reliable and resilient.

We have been using the Runbook automation feature for building automated flows that help us add extra monitoring for specific alerts or incidents and perform remediation tasks autonomously using this Runbook flow.

One feature I particularly appreciate about PagerDuty Operations Cloud is that it offers multiple notification options. I receive alerts via call as well as SMS, which is beneficial. If I miss the call, I may still receive the SMS and vice versa.

Through PagerDuty Operations Cloud, our MTTR has been reduced by at least 30% over the last year due to its instant notification features like SMS and calls, which help us jump on calls quickly to remediate issues. This reduction has impacted our application downtime, ensuring an uptime of approximately 99% throughout the year.

One suggestion for improving PagerDuty Operations Cloud is to provide more insights about incidents, such as root cause analysis or additional information, which could assist SRE teams in reducing remediation time and incident detection before jumping on a call.

From an integration point of view, everything is functioning well. However, we primarily use the desktop interface as our main tool, and adding more details on incidents directly from PagerDuty Operations Cloud's analysis would enhance the user experience.

I have been using PagerDuty Operations Cloud for the last three years.

PagerDuty Operations Cloud is absolutely stable. We have never experienced any downtime or latency issues from PagerDuty Operations Cloud.

We don't have much insight on scalability, as a separate enterprise PagerDuty Operations Cloud team is responsible for handling all scaling activities.

We have internal enterprise support within the application, which is very interactive. They escalate issues to the external PagerDuty Operations Cloud team when necessary, and they are very supportive.

We have not previously used a different solution. PagerDuty Operations Cloud is the first alerting tool I have been using since the beginning.

PagerDuty Operations Cloud onboarding is pretty straightforward in our organization, as new candidates simply need to be part of specific Windows AD groups to complete the onboarding process and gain access.

There are automations in our organization that connect PagerDuty Operations Cloud to other ticketing tools such as Jira and ServiceNow. Whenever an incident occurs, automation that uses the Runbook flow triggers to extract data from the PagerDuty Operations Cloud alert to create incidents and Jira tickets for the development team.

In terms of return on investment, we have reduced our MTTR by 30% in the last year, indirectly improving our application's uptime to nearly 99%, which enhances client experience and boosts our business.

I have no personal experience with pricing, setup costs, or licensing, as a separate enterprise PagerDuty Operations Cloud team manages those processes.

The escalation policies within PagerDuty Operations Cloud are user-friendly and customizable, allowing us to set up multi-level escalations from SRE engineers to SRE leads and then to management.

PagerDuty Operations Cloud helps our team collaborate during incidents by automatically updating incident status based on progress. We have alerting integrated with Slack for this, where incidents show as red when active, yellow when acknowledged, and green when resolved.

Regarding performance metrics, there is a dedicated enterprise PagerDuty Operations Cloud team that handles monitoring, so as an SRE, I don't need to manage these performance aspects myself.

My advice to others looking into using PagerDuty Operations Cloud is that it is one of the best tools in the market for production support and SRE engineers. It is essential for our operations, functioning as our bread and butter.

We have covered almost everything regarding PagerDuty Operations Cloud. It has been a great tool for SRE and production support teams, and we look forward to more features, especially with trending technologies like AI. I would rate this product an 8 out of 10.