PagerDuty Operations Cloud Reviews

We took a subscription and started integrating many applications with it. We have integrated it with ServiceNow and also use our wiki repository by Spotify called Beacon. We onboard multiple services and integrate them with PagerDuty so that different engineering teams can update their line of escalation policy and primary, secondary, and tertiary users who are on call 24/7 or following a Follow the Sun model.

Additionally, we have integrated PagerDuty for incident commanders who can acknowledge any incident page they receive and update their responses. If they need to hand it over to someone else, they can do that as well. This is how we are actually using PagerDuty. We primarily leverage it for service onboarding. For instance, if you have created a product and need to support it, which might run on any cloud such as EC2, AWS, or Azure, the service teams or triage engineering teams have their members added into PagerDuty along with different playbooks, runbooks, and SOPs integrated with any ticketing tool such as ServiceNow or Jira, whichever you are using. On these fronts, we effectively use PagerDuty.

PagerDuty Operations Cloud has been reliable as it has never gone down in my experience; I have never seen it fail. I rely on PagerDuty Operations Cloud for on-call support for any high severity incidents or sev zero scenarios. This is a great feature, and I can update it using the mobile app because we also use PagerDuty Operations Cloud mobile app. Occasionally, I may be on call during weekends, and something might come up. For example, on October 20th, I was on leave but used PagerDuty Operations Cloud to stay in sync, even without my laptop. I could join Teams and Zoom calls and simultaneously update required documentation via Copilot and ChatGPT on PagerDuty Operations Cloud regarding different incidents. This capability was extremely helpful.

The integration with ServiceNow is one of the most valuable features. I rely on PagerDuty Operations Cloud for on-call support for high severity incidents or sev zero scenarios, which is a great feature. PagerDuty Operations Cloud has been reliable as it has never gone down, and I trust it for incident response. Additionally, I find the capability to update using the mobile app extremely helpful.

Our developers noted that integrating incident bots or chatbots created with AI tools occasionally presents challenges with PagerDuty Operations Cloud. This is the only negative feedback I have encountered. However, I am very satisfied with PagerDuty Operations Cloud because my team is also pleased with it. We have onboarded multiple teams using this tool, and it functions well. From a security perspective, I believe there could be more layers. When scheduling on-call rotations for different team members, access should be restricted to specific users to prevent unauthorized changes to the on-call module. Despite this, the security features have been functioning well, and overall, I appreciate PagerDuty Operations Cloud.

In terms of integration, while I cannot speak for all developers, some have encountered anomalies, but I expect they will resolve over time. Our developers noted that integrating incident bots or chatbots created with AI tools occasionally presents challenges with PagerDuty Operations Cloud. This is the only negative feedback I have encountered.

From a security perspective, I believe there could be more layers. When scheduling on-call rotations for different team members, access should be restricted to specific users to prevent unauthorized changes to the on-call module. Despite this, the security features have been functioning well.

I have been using PagerDuty Operations Cloud since 2021.

I cannot recall ever having to contact support. I have been using PagerDuty Operations Cloud for more than seven years across two organizations without ever needing assistance. It never breaks down for us, and considering I have devoted 20 years of my career to IT infrastructure operations, where everything typically breaks down, including Jira and ServiceNow, it is impressive to say that PagerDuty Operations Cloud has not caused disruptions. I can also mention MongoDB Atlas as a vendor we subscribe to and similarly, I have never experienced disruptions in their services, aside from scheduled maintenance.

PagerDuty Operations Cloud performs maintenance, which we are notified of in advance, usually two weeks prior, and this occurs during low-activity periods such as holidays. We adapt our workflows accordingly but typically, these notifications for maintenance are infrequent, occurring once or twice a year, making them manageable.

PagerDuty Operations Cloud is scalable, but I emphasize I am a user. In our field, whether supporting applications or web technologies, it is very scalable. However, if developers assess it from an AI perspective, I cannot comment due to our newness to AI. Nevertheless, I find it scalable in all other aspects and have worked with some of the top tools available, apart from Remedy, Siebel, or Lotus Notes. Overall, it is highly scalable.

I cannot recall ever having to contact support.

I have never used any alternatives to PagerDuty Operations Cloud. I have been a bit old school, where we used to get paged on our phone numbers. Aside from PagerDuty Operations Cloud, I cannot recall using anything else.

Some alternatives to PagerDuty Operations Cloud could be Automation Anywhere, Tray.io, IBM RPA, and a few solutions from Hyland and SAP that also do automation.

While I cannot provide specific pricing details, I can share my perspective as an operations professional. Though we use Jira and initially relied on ServiceNow, we have transitioned more towards Vulcan. We never considered moving away from PagerDuty Operations Cloud. I believe that whatever the cost is, it is beneficial because the IT infrastructure operations industry cannot function without PagerDuty Operations Cloud or a similar product. Furthermore, PagerDuty Operations Cloud has an excellent reputation.

New users are onboarded to ServiceNow or Jira, and they immediately create a PagerDuty Operations Cloud account profile that goes through a verification and approval process by a hierarchy. Once approved, they can set up their numbers and build their profiles to reflect their department, area of expertise, and time zone, allowing them to track incidents outside their shifts while remaining informed about ongoing schedules.

OpenScape is one product that I used before. I worked with Siemens in healthcare IT infrastructure operations, and during that period, we used BMC Remedy integrated with OpenScape, which was back around 2013 to 2016. Back then, our phone numbers were connected to it, but it was not particularly helpful. If you were not in front of your laptop, you received a call, and the automated IVR provided a brief description of the incident logged. You could only acknowledge or resolve the incident without having the option to assign it. OpenScape was what I had used before opting for PagerDuty Operations Cloud at Salesforce starting in 2021, and continuing with PagerDuty Operations Cloud became more widespread at Autodesk in 2022. As I mentioned earlier, some developers have indicated that integrating bots presents a challenge that has been somewhat resolved over time, but that is the only negativity I have heard about PagerDuty Operations Cloud. I rate this product overall a nine out of ten.

PagerDuty Operations Cloud is a platform that helps teams manage incidents, automate operations, and ensure system reliability by bringing alerts, on-call schedules, and real-time responses into one place. When we had to push things into production, we set up PagerDuty schedules on a weekly or biweekly basis. If an issue occurred at night, a roster would pop up, and the respective engineer would have to handle that use case.

A specific incident where PagerDuty Operations Cloud helped my team was during the peak season in America when lakhs of orders were placed in December, and a major S1 severity production issue suddenly happened. If no monitoring tool had been in place, the company would have faced doomed circumstances, incurring lakhs of dollars in losses. PagerDuty came to our rescue at the last moment when nothing was happening. At 3:00 a.m. my time, I received a message and subsequently a call while sleeping, and I learned that this issue had occurred. I logged in quickly, promptly fixed that issue, and within an hour or so, the issue was resolved with minimal damage. I even received appreciation for my quick response.

PagerDuty Operations Cloud helps in similar situations because whenever some issue happens and we are not aware of it, PagerDuty comes with a flag telling us that there is an issue that needs to be fixed before it becomes a major problem.

Some of the best features PagerDuty Operations Cloud offers are comprehensive incident management, automation, and AI operations, all integrated into one platform. Second, it provides noise reduction and smarter alert grouping through global intelligent alert grouping that uses machine learning to group and correlate alerts across services. It also provides automation to reduce toil and speed up resolutions and artificial intelligence, including generative AI assistance, to help teams respond faster and smarter. Additionally, it has built-in workflows with standardized, repeatable processes, improved visibility, collaboration, and a unified operations view, and support for bridging customer-facing teams and engineering and the SRE teams. The last thing it provides is scalability for enterprise environments.

The AI-powered alert grouping and automation have made a difference in my day-to-day work by reducing alert noise. It automatically groups multiple related alerts into a single incident, so instead of 20 separate alerts, I get one meaningful alert, which prevents on-call engineers from being spammed. It also helps in faster root cause understanding because AI looks at patterns across systems including logs, metrics, alarms, and graphs, finally providing a broad summary about that. This cuts down the response time, helps in prioritization, and reduces the burnout of on-call teams.

PagerDuty Operations Cloud has positively impacted my organization by helping in faster incident detection and resolution with less downtime. It has reduced noise and fewer false alerts, allowing better focus for teams, meaning that on-call engineers can focus only on real and important issues rather than all the duplicate and negligible issues. It has helped with automation and efficiency, better collaboration and communication among teams, improved post-incident learning and prevention, and has not only helped in operational cost savings and better return on investment, but also in scalability and readiness for growth.

Even though PagerDuty Operations Cloud is a strong platform, many things can be improved. Analytic and reporting depth can be improved with better depth. Noise suppression and alert grouping robustness can be improved because sometimes the grouping becomes vague and somewhat unclear. Usability can improve, and user interface and user experience can improve because it becomes quite complex for new users. Integration and ecosystem limitations can be improved, as well as cost because for small or mid-sized organizations, it would become quite expensive to pay for this solution. Complexity for smaller teams or simpler needs can also improve.

I think we can have richer analytics, and the reporting dashboards can improve. More robust noise suppression can help us. Native support for alert attachment can help us. A simpler user interface and user experience can be implemented, and pricing tiers and models should be more favorable. Accessible documents and easier onboarding can help a lot.

I have been using PagerDuty Operations Cloud since the first year of my job, and I have worked on four projects, using it in all of them.

PagerDuty Operations Cloud is one of the most stable platforms.

The scalability of PagerDuty Operations Cloud is quite great. I have seen it scale in a very easy and robust manner.

PagerDuty Operations Cloud has met my needs as my team and workload have grown. The workload would definitely grow because since we are going online, production issues might happen, but PagerDuty has helped reduce that workload.

I never faced an issue that would make me have to reach out to PagerDuty customer support because I think it worked fantastically. However, if that happens in the future, I would be happy to share my experience.

This is my first company, and I have been working here since the beginning of my career, so PagerDuty Operations Cloud is the only solution I have worked with.

Before using PagerDuty Operations Cloud, my team often took longer to identify the root cause of incidents because alerts were scattered across different tools. After moving to PagerDuty Operations Cloud, AI-powered alert grouping and automated flows have helped us detect issues much faster. We now mobilize the right team within minutes, and our overall incident resolution time has dropped significantly, which has directly reduced our downtime and improved service reliability.

It was not a team-level decision whether my organization evaluated other options before choosing PagerDuty Operations Cloud.

Cost savings happened since losses were prevented. Time savings also occurred, response time reduced, and many such things happened which I have already mentioned.

Pricing, setup cost, and licensing were not my headaches, and the organization already provided me with everything set up. I just had to log in and start using it.

I did not purchase PagerDuty Operations Cloud through the AWS Marketplace because it is an organization-wide decision, so my company would have done that.

I would definitely recommend trying this solution. If you are thinking to go with production in the near future, definitely give it a try. If someone is trying to go to production and wants to have reduced service level agreements and reduced time for root cause analysis and everything, definitely give it a try. It is a tool that you should work with, and I rate this product a 10 out of 10.

Hybrid Cloud

Amazon Web Services (AWS)

My main use case for PagerDuty Operations Cloud is for cloud-based operations, including incident management and resolving incident responses to reduce downtime and improve reliability.

PagerDuty Operations Cloud provides a central command center that collects data signals from various IT systems, which helps us detect high-priority incidents and reduce the noise.

In addition to my main use case, we are able to perform on-call scheduling and routing with the help of PagerDuty Operations Cloud very easily.

The best features PagerDuty Operations Cloud offers include automated on-call scheduling, AI-driven alert grouping, and an impressive number of integrations, as it has more than 700 integrations, which really help us.

The user interface is user-friendly for non-technical persons, and it has been maintained well over the years, making it easier for our project managers and product managers to navigate PagerDuty Operations Cloud dashboards.

PagerDuty Operations Cloud's embedded AI has helped reduce alert fatigue and lower costs from incidents, which has contributed to retaining revenue by minimizing financial losses.

The AI-driven alert grouping, particularly for incident management, helps us significantly as it streamlines our processes.

PagerDuty Operations Cloud has positively impacted our organization by accelerating incident response and reducing MTTR by up to 27%, and we are also integrating AI and ML into PagerDuty Operations Cloud.

One area for improvement in PagerDuty Operations Cloud is the unpredictable costs that can cause issues in our organization and project complexity, along with the occasional perception of an outdated user interface by non-tech personnel.

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

PagerDuty Operations Cloud is stable and scalable, capable of handling enterprise environments and multi-cloud setups efficiently.

I would rate customer support a seven out of 10.

Previously, we were using incident.io, AlertOps, and DataDog, but we switched to PagerDuty Operations Cloud due to its all-in-one solution capabilities.

I have implemented AI and automation through PagerDuty Operations Cloud for incident response, which has significantly changed our operational efficiency, allowing us to accomplish more with less manual input.

I have experimented with PagerDuty Operations Cloud's autonomous AI agents, striving to automate repetitive tasks, which improves operational efficiency.

While I cannot provide exact return on investment metrics, I estimate that we save around 20% of costs and approximately 10 to 15 hours a week with the efficient use of PagerDuty Operations Cloud.

The 27% reduction in MTTR has had a direct business impact as it enhances business growth and supports impactful business decisions.

The alert reduction feature has greatly impacted our ability to prevent costly incidents, as we can accurately respond to alerts with the help of autonomous AI agents, which reduces erroneous notifications.

My experience with pricing, setup cost, and licensing has been positive compared to other tools, as PagerDuty Operations Cloud simplifies many management tasks that would otherwise be burdensome.

Before choosing PagerDuty Operations Cloud, I evaluated previous tools such as incident.io and DataDog, but we selected PagerDuty Operations Cloud for its comprehensive features and strong alerting.

My advice for others considering PagerDuty Operations Cloud is to first understand their organizational needs before selecting any tool to prevent mismatches.

I believe all aspects of my experience with PagerDuty Operations Cloud have been covered.

I would rate my overall experience with PagerDuty Operations Cloud a seven out of 10.

Hybrid Cloud

Amazon Web Services (AWS)

My main use case for PagerDuty Operations Cloud is to set up shifts for people on-call.

A specific example of how I use PagerDuty Operations Cloud for setting up shifts is for when we need to set up shifts for holidays. In our team, we'll assign people who will be on-call and create an Excel sheet and upload it to PagerDuty. It works normally, gives notifications, and everything else functions properly. It is very easy to set up and manage.

I usually discuss with my team who will be on-call during holidays, and we will set up how many people are needed. We create an Excel sheet, upload it to PagerDuty, and set up the line of who is the first person to reach, and if they miss it, then whom to escalate to. The web view and website are also very easy to use. I think this is the normal use case. Perhaps other teams are using it differently, but this works well for us. Before, it was very manual, and it was quite difficult.

The best features PagerDuty Operations Cloud offers are that it is simple to set up and supports Excel sheet uploads, which was very helpful. Setting up notifications and the integration with Datadog was excellent. We can automate many things.

PagerDuty Operations Cloud has positively impacted my organization because the support team is very happy. Before, setting up everything was very difficult. Now, we don't have to think about it. We can simply set it up in PagerDuty and it works. The escalation and everything simply works with the configuration we set up six months to one year ago, and it still functions. We make only minor changes. I think a lot of manual effort has been reduced, and the system is more reliable.

Since implementing PagerDuty Operations Cloud, before the L1 team had to stay online at night, and if someone fell asleep and missed an issue, it would easily escalate to a manager or someone higher up, creating a lot of fuss. That is almost gone now. The discussion part about deciding who will be on-call and setting that up was not as foolproof when we were creating it manually, and someone had to invest a lot of time, around one or two hours weekly. Now, it takes simply less than five minutes. Every week, we simply discuss and it's done. I think a lot of time has been saved, and a lot of mental effort has been saved.

I think the view on the website regarding how we see the chart and graph of who is on-call at what time could be improved. We could make that line more expressive to show who will get escalated if someone misses.

PagerDuty Operations Cloud is stable; we didn't find any bugs or unintended behavior.

PagerDuty Operations Cloud is scalable; we can easily add teams, manage tags, and create teams. It is very easy to manage, and adding the line of priority and deciding whom to go first was very easy.

The customer support is adequate; usually, they respond and help us fix issues during integration. It was helpful.

Positive

Before using PagerDuty Operations Cloud, there was no solution in place. The L1 team was the one who checked the issues and called the developers, asking them if the error was related to them. This involved manually calling fifteen to twenty developers, which would take half an hour, and the issue would have persisted long enough, reducing the reliability of the site. Now it is automatic and very effective.

I have seen a return on investment; a lot of time has been saved. As I mentioned earlier, it would take a lot of manual effort before. Sometimes by mistake, two or more than one person would be assigned on-call, and it was not foolproof. The escalation was not possible at all before, which led to the L1 team being under too much stress. Now, it is not that severe; the L1 team had to coordinate with many people and call many people from their phones when they got an error. It was actually very bad. Now, PagerDuty escalates and will call them, and if it belongs to them, they will join. It is much more efficient and much less stressful.

We were not involved in evaluating other options; I think the higher team decided to go with PagerDuty, and we are happy with it.

I don't want to add anything else about the features; we use this much and it's great. We don't want anything more for now. I don't think there is anything to improve; we are using PagerDuty Operations Cloud to set up on-call duty and it works. I chose a rating of nine because there may be some improvements in the future. My advice to others looking into using PagerDuty Operations Cloud is that the feature of on-call duty and setting up the on-call person are excellent. You can simply proceed with it, and even if teams are big, it will not be annoying or feel overwhelming. Just set it up and forget it; that's all. It is very effective. I have no additional thoughts about PagerDuty Operations Cloud before we wrap up; it is excellent. You can adopt it if you don't have any special needs; it is commonly accepted and effective. I gave this review a rating of nine out of ten.

My use case for PagerDuty Operations Cloud is from the SRE and DevOps team. We use PagerDuty Operations Cloud for specific alerting purposes and for the pipeline process. When we build a pipeline and it suddenly fails due to some job and issues, we receive an error. We set up PagerDuty Operations Cloud with our monitoring services, which we are currently using, Datadog. Datadog is connected with PagerDuty Operations Cloud, and whenever Datadog receives an alert or a spike or anything critical, it will trigger an alert to PagerDuty Operations Cloud, and we quickly get a notification. We are currently using this process, and we are also maintaining our on-shift call rotation. For example, on Monday, Wednesday, and Friday, I am working as a shift lead, and then on Tuesday, Saturday, and Sunday, someone else is the shift lead. Regarding MTTR and all those statistics, we can see how many alerts we received, how many alerts we acknowledged this month, and we have a timeline as well. One of the valuable parts of PagerDuty Operations Cloud is that in our team, we can have a competitive environment. For example, if I resolved the most alerts triggered and resolved this month, then someone else can do it next month, and whoever resolves the most critical alerts on time receives appreciation every month.

One feature of PagerDuty Operations Cloud that I find valuable is the on-call schedule. We can manage our on-call scheduling, and we have various alert and notification delivery methods available, including mobile. We can receive phone calls, emails, SMS, and push notifications. For example, if someone missed the notification, they will get a phone call, which is very straightforward. We also have incident automation, making collaboration with any third-party monitoring services we use very straightforward, such as Datadog. We can seamlessly automate things with PagerDuty Operations Cloud. The AI features are also beneficial; for example, noisy alerts that trigger regularly and false positive alerts get suppressed. It checks the past month's alerts, showing us that this alert triggered 60 percent, this alert triggered 20 percent, this alert is rare, and this alert is not rare. The escalation policy is excellent as well, as if I did not pick up the call, my manager will get the call; if my manager did not pick up, then his manager gets the call. These are some of the most valuable parts we use in PagerDuty Operations Cloud.

In Datadog, we have multiple dashboards and monitoring systems where we see our spikes and alerts. When we integrated with PagerDuty Operations Cloud, we got better signal and less noise. When we are seeing a spike that is concurrent, in PagerDuty Operations Cloud, the AI feature already signifies that alert as a noisy alert, and it suppresses that alert. This significantly improves our workflow with both Datadog and PagerDuty Operations Cloud. We have faster response and faster escalation. Previously, in Datadog, we did not get notifications, and people would refresh it and check the spike every hour. Now that we integrated PagerDuty Operations Cloud, any alert triggers, and we quickly get a notification or a phone call. Therefore, we do not sit in front of a computer and refresh repeatedly. Additionally, we have a centralized incident workflow; PagerDuty Operations Cloud and Datadog feed into PagerDuty Operations Cloud incident timeline, so we see everything there. We do not need to open Datadog again and again, and if we need to deep dive into an alert from Datadog, we can click the link inside PagerDuty Operations Cloud, redirecting us to the Datadog dashboard where everything is noted down and visible.

In PagerDuty Operations Cloud, AI suppressing our alerts has helped streamline repetitive tasks. For example, very noisy alerts get suppressed automatically, aiding smarter routing. When we have new joiners in our team, they see alerts already suppressed, allowing them to focus on the critical ones instead of the lower ones. Additionally, alert prioritization is present; we receive critical alerts, high alerts, and then low alerts. The faster prioritization facilitated by AI enhances our alert management processes. Also, the root cause historical pattern assists us; if we get an alert similar to one from last month, it tells us how we resolved that alert previously. Historical patterns using AI greatly aid us in alert management.

I have already used PagerDuty Operations Cloud, and my previous monitoring tools were very poor for alerting. I had a good impression of PagerDuty Operations Cloud, but I believe it can improve with deeper root cause insights. I know there is automation to detect recent deployments causing incidents, but a deeper root cause analysis could provide more details. If PagerDuty Operations Cloud offers more information, we will not need to jump into the main dashboards where the alert triggered. For instance, if we get more insights directly in PagerDuty Operations Cloud, we would not need to check the Datadog dashboard. Additionally, I think a sandbox mode would be helpful for new team members, allowing us to guide them in simulating alerts, performing escalation policies, and creating PagerDuty Operations Cloud channels.

I have been working with PagerDuty Operations Cloud for five years. I worked on two different projects, and in both projects, we use PagerDuty Operations Cloud.

In my previous project, we utilized the flexible incident command system to coordinate large-scale incidents, but in my current project with only Datadog, we have not received many alerts or incidents in the last couple of days.

I do not have direct contact with PagerDuty Operations Cloud tech support or customer service teams, but my senior team members have connected with them when we received an alert related to our team failing to set it up properly. The customer support team promptly gave us insight and helped us within 24 hours.

Positive

I am currently working with PagerDuty Operations Cloud. Previously, on my previous project, we were on BigPanda, but we faced multiple issues during BigPanda. At that time, there was no call schedule feature, and there was no alert triggered feature for BigPanda. We then moved it to PagerDuty Operations Cloud, and suddenly everything was smooth. We got a phone app as well; we set up PagerDuty Operations Cloud on the phone as well. Whenever any alert triggered for us, we used to quickly check from our phone to see if it was a false positive, a true P1, P2 alert, a major alert, or a critical alert. We then quickly jump into the alert and work on it. PagerDuty Operations Cloud changed the process and the flow in our team very smoothly.

I found the initial setup of PagerDuty Operations Cloud straightforward; I did not face any complexities during the setup for alerts or during the initial configuration.

Regarding pricing for PagerDuty Operations Cloud, I am currently a software engineer and a senior software engineer, so I do not handle the pricing aspect. However, I hear from my manager that the pricing is very high for PagerDuty Operations Cloud, and only a few of us have the main business tier accounts. Many of us have low tier accounts that restrict us to acknowledging and viewing alerts, while a few have the ability to create and trigger alerts. Therefore, I do not think much about pricing, but I do believe it is somewhat high. However, I think this is valid because PagerDuty Operations Cloud provides a vast amount of benefits compared to other alerting systems.

Regarding the key differences, pros and cons of PagerDuty Operations Cloud compared to competitors, some pros include alert grouping, AI functionality, and the ability to easily integrate with Slack for quicker resolution. Additionally, we receive phone notifications and push notifications, which many of the other competitors do not provide. The pricing of PagerDuty Operations Cloud is also reasonable for the functionalities it offers compared to its competitors. These are some benefits I see in PagerDuty Operations Cloud, including helpful alert insights and direct links to dashboards we have integrated, such as Datadog and Grafana, which allow us to resolve issues quickly.

The recommendation I share, based on my experience with PagerDuty Operations Cloud, is that it is one of the best platforms for synchronizing with your monitoring tools. It will improve your flow, and your team will definitely benefit from PagerDuty Operations Cloud compared to other competitors, as it offers numerous advantages. I give this review a rating of ten out of ten.

My main use case for PagerDuty Operations Cloud is to set up alerts for any failures, such as when one server is down, a particular service is down, or when APIs are not responding due to technical issues, with PagerDuty triggering an alert and also calling my personal mobile number to notify me about the issue, allowing me to acknowledge that I am looking into it and take necessary actions. I can give an example of a situation where PagerDuty Operations Cloud helped us handle an incident, such as when our payment system was about to go down. During that time, we usually monitor the system manually, but there are incidents where an automated system works more efficiently than a human. PagerDuty Operations Cloud identified the issue first by alerting us that something went wrong with the servers or services, which enabled us to contact the DevOps and Dev team to identify the exact issue in our banking app, highlighting how helpful PagerDuty Operations Cloud has been from the beginning. PagerDuty Operations Cloud is very helpful for monitoring purposes, allowing us to set up multiple alerting methods such as SMS alerting, email alerting, and call alerting, all of which we commonly use, proving its usefulness across various banking services, with teams including Dev, DevOps, and SecOps relying on it heavily.

The best features of PagerDuty Operations Cloud include the SMS and call alerting functions, which I find very beneficial compared to other tools I have used, such as Coral Logics and Sumo Logic, which primarily focus on email alerting. PagerDuty Operations Cloud goes a level beyond by notifying users through SMS and calls, allowing us to tag the concerned teams to address specific issues promptly. In addition to those features, I also find the integration and reporting aspects of PagerDuty Operations Cloud valuable, as it records all triggered calls and incidents, enabling us to analyze patterns and identify the times when systems go down, thus assisting us in understanding and addressing the underlying causes. PagerDuty Operations Cloud has positively impacted our organization by ensuring that our banking applications, which operate 24/7, remain functional and efficient, contributing to better service availability.

I would suggest that the calling service could be adjusted since if a system goes down, the user receives continuous calls, which can be overwhelming. Once a user acknowledges the alert, it may be unnecessary to continue calling again and again, as it distracts from their work on resolving the issue. That is the only improvement I can suggest regarding the calling aspect of PagerDuty Operations Cloud.

I have been working in my current field for around three or more years.

PagerDuty Operations Cloud is stable and provides accurate information.

The scalability of PagerDuty Operations Cloud is very good, and it can handle increasing traffic as our organization expands without any issues.

I have not needed to contact the customer support of PagerDuty Operations Cloud, as they provided thorough knowledge transfer once they handed over the services, and since then we have not encountered issues requiring support.

PagerDuty Operations Cloud was our first client for an alert-based system, as it was part of a pilot project started around three years ago, and we did not use any other solutions before it.

PagerDuty Operations Cloud helps us reduce downtime and identify which systems have issues since it is not feasible to manually monitor everything. The automated system efficiently monitors the infrastructure and notifies us about problems, benefiting both our customers and the bank's reputation.

I do not have any information regarding the pricing, setup cost, or licensing, as those details are managed by the organizational leadership.

We did not evaluate other options and directly chose PagerDuty Operations Cloud for our needs.

I advise companies in the FinTech and banking sectors to consider using the alert-based system of PagerDuty Operations Cloud for their projects because digital services are becoming more prevalent across various sectors, and this system can enhance business operations by reducing incidents of system downtime and failures. My relationship with PagerDuty is strictly that of a customer utilizing their product for our business needs. I have covered multiple aspects of PagerDuty Operations Cloud in our discussion. My overall rating for this product is 7 out of 10.

Private Cloud

Amazon Web Services (AWS)

The major part of PagerDuty Operations Cloud is for communication and pinging people and engaging them and pulling them into the call.

The most valuable thing I appreciate about PagerDuty Operations Cloud is the escalation process, where it automatically escalates incidents. It features a level one, level two, level three escalation process. When I engage or page someone at level one and start working on priority one or priority zero calls, and I am busy with those tasks, it automatically escalates to the next person in the chain of command, the second higher authority. There are many automation features in PagerDuty Operations Cloud.

If I complete one form, it automatically communicates with people and automatically scribes the incident in my ServiceNow incident. It automatically performs many tasks simultaneously, including sending Outlook emails. These automations are very important and well-known features in PagerDuty Operations Cloud, and they are the main reasons I value this product.

Infrastructure autonomous agents are installed in important servers and important devices in the infrastructure, and these are required components.

I do not have anything that I dislike about PagerDuty Operations Cloud. Sometimes it hangs and occasionally I am unable to open PagerDuty Operations Cloud, which occurs due to an outage or similar issues. Other than that, I do not have any other issues with PagerDuty Operations Cloud.

PagerDuty Operations Cloud developer team is working on enhancements. From my understanding, it is learning quickly and helping me when I require suggestions. PagerDuty Operations Cloud AI provides a combined benefit for my work.

I have been using PagerDuty Operations Cloud for six years.

PagerDuty Operations Cloud automatically learns based on the infrastructure. If I am in a commodity scenario, it learns in that specific way for that company. If I am in e-commerce, it learns in a different way for that industry. If I am in a hospital infrastructure scenario, it learns hospital-specific things and performs accordingly. This is an additional level of comfort for a PagerDuty Operations Cloud user, giving me extra convenience and suggesting many things immediately during priority calls.

For the stability of PagerDuty Operations Cloud, I rate it at 9.8.

Scalability for PagerDuty Operations Cloud is excellent, and I rate it at 9.9. I can scale it as and when required, however much I need. Because we do not place much load on PagerDuty Operations Cloud, I can scale as much as needed.

I have created tickets with PagerDuty Operations Cloud support. In those scenarios, I received good responses from PagerDuty Operations Cloud, and they provide informative assistance when required. I update that information into my ServiceNow ticket. I have received good technical support from PagerDuty Operations Cloud, and I do not have any negative comments regarding their support quality.

Initial deployment of PagerDuty Operations Cloud is easy and not difficult. It guides me through next steps and what to do and what not to do and where it should install and where it should not. It gathers the necessary information during the setup process.

I used Slack as an alternative to PagerDuty Operations Cloud. I have used Slack, Microsoft Teams, Outlook, and sometimes Zoom instead of paging PagerDuty Operations Cloud. I call people directly using Zoom in those situations. These are the alternative communication tools I have used instead of PagerDuty Operations Cloud when I face problems opening it, as sometimes it does not open and some links do not function properly.

Maintenance is not a concern because I am installing PagerDuty Operations Cloud into the supportive infrastructure and then connecting that to the production infrastructure, so it does not require any maintenance. I rate this product a 9 overall.

My primary use case for PagerDuty Operations Cloud is for the on-call support that my team provides. We work in two phases: we build and architect things, and then we support them. Every week, two engineers from my team serve as on-call support engineers for any escalation tasks or emergencies that may happen with our production environment. We have monitoring and observability enabled for our services, applications, and servers. Whoever is the on-call engineer for that particular week follows an escalation matrix with five people: two primary and secondary on-call engineers, two primary and secondary management contacts, and the highest level, which is CVP. If something is not resolved by the primary engineer, it escalates to the secondary engineer, then to primary management, secondary management, and so on. We have a predefined roster that has been scheduled for approximately the next year, where each primary engineer is assigned a week. Every engineer is assigned a role as either a primary or secondary on-call engineer, and any escalations during that period are managed by PagerDuty Operations Cloud and communicated to the primary engineer, who then acknowledges it, resolves it, escalates it, or takes whatever action is needed.

The best features of PagerDuty Operations Cloud are that it is a fairly good tool for alerting. Here is how the process works: suppose there is an XYZ server in my environment hosting a production or development application, and a primary on-call engineer has been assigned for that particular week. We have set up monitoring and observability for that node so that if the node is not reachable, an alert is triggered and sends a notification to our integrated Slack channels with PagerDuty Operations Cloud. If the engineer is available, they can acknowledge the alert. If they fail to acknowledge it, the system calls them on their provided number. If that is also not acknowledged, it sends a text message. If those actions are not acknowledged, it sends an alert to the secondary engineer and calls them as well. This multi-channel approach makes it very difficult to miss an important alert or update. PagerDuty Operations Cloud handles this process perfectly, and we do not miss any alerts because of this system.

Regarding the stability of PagerDuty Operations Cloud, I cannot recall an incident where it was not available. I can say that it is 100 percent reliable for my needs.

PagerDuty Operations Cloud itself functions well, but our setup sometimes feels irritating. The calls come very early in the morning, and even after we acknowledge them, numerous calls from PagerDuty Operations Cloud pop up before we have fully woken up. We try to snooze them, but this is a result of how we have configured our alerting mechanisms rather than a PagerDuty Operations Cloud issue.

Another piece of feedback is that there should be more options for changing the automated voice that calls us. The automated voice could be better as it is not very interesting and feels outdated. I have not seen updates to it during the time I have been using PagerDuty Operations Cloud. I do not see many updates made to PagerDuty Operations Cloud overall. The UI is simple, but it should be refreshed periodically to keep up with current times. Everything needs a fresh appearance periodically.

I have been using PagerDuty Operations Cloud for the past four years.

PagerDuty Operations Cloud's scalability as a solution is fairly straightforward and has maintained its effectiveness. With new integrations being launched periodically, such as Slack and Datadog, the platform has blended itself well from an integration perspective. Whatever top-notch tools we are using as an enterprise solution, PagerDuty Operations Cloud has kept itself current and integrates nicely with all the tools we use these days. Even with upgrades we are making, such as adopting AI agents and using the latest AWS services like Bedrock and SageMaker, it is fairly easy to integrate with PagerDuty Operations Cloud. The platform also provides the option of changing rosters. PagerDuty Operations Cloud has a mobile application that I can use on my mobile phone, and it is fairly easy to use from mobile as well. I can change my rosters and reach out to my primary management and other contacts through the mobile app. It has kept up with recent times and continues to evolve.

I was not involved in the deployment of PagerDuty Operations Cloud because it was already in my organization when I joined. However, after using it for the past four years, I can say it does not need much complexity. The architecture is straightforward, as PagerDuty Operations Cloud is integrated with my Datadog and Slack systems. The integrations are easy, and it is now being integrated with AI agents as well. In the UI, I can see who is on the schedule. Although I was not involved in the deployment, I know it is fairly easy to use.

I would rate PagerDuty Operations Cloud around a nine out of ten. I deduct one point for the lack of updates to the UI, as the platform has not made many updates to its interface. Despite this, it does the job that it needs to do, and I would rate it a nine.