PagerDuty Operations Cloud Reviews

We email in, and Pager Duty finds the person on-call, alerts and escalates.

Faster reaction times to respond to a set alert that we have designed to be classed as a Wake Up call.

They need to sort out the date / time function when the time zones switch over from Normal to Daylight savings, and vise versa.

NOT all countries swap at the same time, thus everything is off by 1 hour until everyone is back in the correct zone.

I did make them aware of this, but they simply did not understand, and after a week everything auto corrected when everyone was back in the correct zone.

5 years.

We very rarely encounter issues where an SMS is about to be received before the application push notification (connection to the internet did not fail on devices.)

Not currently.

8/10

Back in the day, it was very simple. Other added in functions started to make it odd, but overall for what we use it for is it still straightforward.

I set it up and the systems simply emails the alert in, and it does its magic as per the rota.

I suspect it has paid for itself.

Keep it simple. For the pooled users and what is allowed, we have yet to go over the allocated pool for the month.

For a corporate tool – it acts as a 3rd party for a simple wake up tool. Absolutely recommend it. Escalation policies can be set up so that the alert should get someone’s attention, and all from a simple email being sent out. I like it.

The outbound calling feature is a feature that I find a lot of value from.

We use this in conjunction with SolarWinds so that the on call and backup get paged if something is down. Before with just SolarWinds native alerts, we missed some critical alerts.

I would defiantly like to see more integration with other systems. This would really add some value for us.

1 year.

We haven't had any issues with stability.

So far the product has scaled as we have needed it to.

As we haven't had any issues we have not had to call customer service yet.

SolarWinds.

Set up was straightforward as it integrated with SolarWinds right out of the box.

In-house.

Because of this product we have less business critical applications being down for lengthy periods, which is invaluable.

The price just increased, so the value to dollar went down a little bit. The previous price was about the sweet spot per person.

Whenever we have a server that goes down, we get notified immediately which helps out our clients and all the developers, so we know when we have to log on to bring it back up.

We never found out about the problems with the server unless we had the developers that would call us up saying, "Server's down. Bring it back up." Now we get the phone calls. If we don't answer a text message or an email right away, they'll even call our house phone, the computer will, and tell us the server is down and what server it is. It's helped out a great deal because then we can bring it up right away and then figure out what the problem is after we bring it up.

It handles everything that we do now so if I can avoid the 2 AM phone calls that would be perfect but I know that's not possible. Other than that, nothing else.

It's very stable. We don't have any issues with it.

It is meeting our needs because we have followed between 1,500 - 2,000 servers, so it does meet our needs that we can actually maintain them and make sure everything is up and running.

We've never had a problem with the technical support. We have one person in our office who mainly does a lot of the setting up of it and anytime she has a problem, she can call them and they handle the problem.

We were mainly relying on the clients and stuff telling us when something went down or if we happened to catch it. There really wasn't a solid tool that we were using before.

It wasn't that difficult to set everything up. It's pretty straightforward. You put in the servers, the names, who are the people we're contacting.

We have to look at other vendors. Yes, we did look at other vendors. I don't know which ones they were but they did stay with PagerDuty.

I'd probably give it a 9/10. You just have to be prepared for the early morning calls, but it does give you three ways to be notified. You don't have to worry about being missed. It will take one and go to the next and go to the next and the last one, of course, is it will call up not only your cell phone but your home phone. Good and bad but it does handle what you need it to do.

Most important criteria when selecting a vendor: does it handle all the needs? If it handles everything that we need it, the price is something but it's more that it actually does the job that we need it to do.

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

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

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

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

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

We've used it for three years.

We've had no issues with deployment.

We've had no issues with stability.

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

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

It's very affordable and well worth the price.

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

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

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

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

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

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

I had no issues during the deployment.

I had no issues with the stability.

I have had no issuesd with the scalability.

Customer service is very good.

Technical service is very good.

I did not use a previous solution.

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

We implemented it with our in-house team.

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

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

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

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

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

We've used it for approximately two years.

There were no issues with the deployment.

There have been no issues with the stability.

There have been no issues scaling it.

It's very good.

It's very good.

I wasn't involved in the set-up.

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

Go for it. Worth it.

• Automated scheduling
• Escalation
• Text to voice

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

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

I've used it for four years.

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

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

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

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

I've never required any, it just works.

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

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

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

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

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

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

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

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

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

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

I've used it for four years.

We've had no issues with deployment.

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

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

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

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

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

We implemented it with our in-house team.

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

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