Tier 4 Support Team Leader at a Comms Service Provider
Mar 1, 2020
The most common use case is the result of alerts coming from a monitoring system, like New Relic or Nagios, alerts that we define as critical. They are alerts where we need someone to get on a bridge or to start working on them during the night. Once such an alert is firing, it fires a PagerDuty alert and it triggers the current on-call who is scheduled in PagerDuty's schedule. The on-call person acknowledges the alert and looks into it to understand what is going on and to update, via PagerDuty, what the status is. The update will be sent to all the groups that are part of the PagerDuty schedule until the issue is resolved. We mostly integrate it with other monitoring tools like New Relic or Nagios, or we are using their email integration for on-call processes to page people in groups. We also use it for Sev 1 issues that are coming from alerts from New Relic or from Nagios or other monitoring systems.
A con, a failure, is the cost which is quite high. But if you want to get a full-featured application and you have a big team... Some important features are closed to a group because of the licensing. For example, one of the features that I always wanted to use but never managed to is the postmortem part of PagerDuty. To me, it is important that everyone in the organization be able to read any postmortem that is produced. PagerDuty only allows you to share it with people who have accounts. It doesn't have different levels of accounts. There is only a complete account and you have to pay for it. You really need to understand what feature functionality you want from the solution and then see what the cost-benefit is for what you want to achieve. We tried the stakeholder licenses, but we ended up never using them. They don't have a lot of flexibility on that. It's almost like one type of licensing or nothing.