PagerDuty Operations Cloud Reviews

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

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

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

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

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

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

5 years.

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

None.

None.

Excellent and responsive.

Very good.

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

Easy to setup and follow.

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

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

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

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

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

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

2 years.

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

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

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

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

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

In-house.

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

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

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

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

5 years.

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

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

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

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

In-house.

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

PagerDuty licensing is straightforward.

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

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

I would say the notifications, and the information that comes along with them.

We're able to respond to problems within the environment a lot quicker, because we get the notifications regularly, or when there is an issue, we're able to respond and get it resolved quickly.

I'm not really sure. The one that was big on our list was the ability to tune the alerts, but they've done that now with the non-critical. At this time, everything is pretty good with how we're using it, and what they provide.

2 years.

It seems to be very stable. I don't know whether there's been an issue on the PagerDuty side or on the devices that we use, but we have seen some inconsistencies with receiving alerts on an iPhone versus an Android device from time to time. I don't if that's a PagerDuty issue or not.

For our needs, it's definitely scalable. It's more than adequate. Just the ability for us to add users, and that's really all that we need, users and policies that we want to tie into our infrastructure. It's been good, so far.

I don't think we've actually had to submit any tickets. It's a pretty easy solution to work with, and haven't had any issues with it.

Everything about it is very straightforward, and easy to get rolling with.

I definitely think we have made an ROI. Just the ability to be able to respond quicker to the issues that are coming up gives the company a better mean times resolution resolution, which is going to improve upon the return on investment for what we spend on PagerDuty.

It's very easy and straightforward to get implemented, and hit the ground running. As far as advice, I would ensure that you should create your services and policies to what you need, so you're not getting false alerts on issues that really aren't worth investigating. You definitely don't want to be running down false positives, and so, making sure that you are truly monitoring and being alerted on things that are important to company. Something to ensure is set up properly.

There are several valuable features that we use, among them are the escalation policy, integration of email, telephone, and mobile app.

• Because of the alert mechanism, our support technicians are prompted about support cases at risk.
• The escalation policies make it possible for managers to catch issues before missing SLA targets.
• We are able to better manage the 24/7 offering with a smaller support team.

The assigning and editing of the escalation policies could be improved. It works, but it's just a bit confusing at times.

I've used it for three years.

I didn't have any issues with deployment, but this was handled by a different team. We had just some licensing issues at the start, but that was addressed.

We've never had any issues with stability since we started using it.

The only scalability issue was just the licensing issues mentioned earlier.

N/A. Our support contact is internal, and we have never encountered any issues.

N/A. Our support contact is internal, and we have never encountered any issues.

We used an external monitoring service. We switched to PagerDuty because of:

a) Control

b) Flexibility

c) Cost.

The initial setup was handled by our Ops team. We had no issues.

We implemented it with our in-house team.

We are a cost center, so ROI is measured through savings rather than revenue. However, we measure the ROI through SLA targets and customer service.

Define your escalation policies first before rolling out. It will save time.

We use the product for intrusion management.

The product has valuable on-call scheduling, escalation, and incident workflow management features.

They could include incident merging and alert grouping features in the product. It would be efficient for businesses or professional clients to manage multiple incidents instead of notifying all the users.

We have been using PagerDuty Operations Cloud for a month.

I rate the product's stability an eight out of ten.

I rate the product's scalability a nine out of ten.

The initial setup is easy.

We evaluated a few products earlier. We switched to PagerDuty Operations Cloud for ease of use and services.

I rate PagerDuty Operations Cloud an eight out of ten. It requires a technical knowledge to understand the features.