PagerDuty Operations Cloud Reviews

My main use case for PagerDuty Operations Cloud is integrating with ITOM, incident management, and also using PagerDuty for automation.

A quick specific example of how I use PagerDuty Operations Cloud for incident management is that I commonly use it for critical server down alerts for certain application performance issues, database capacity alerts, network device failures, etc.

In addition to that, for a network device failure when a core switch or a router goes offline, SolarWinds detects the node status is down alert. So whenever an alert is detected, PagerDuty Operations Cloud opens a P1 incident and relevant teams like the NOC team, network team, and incident management team get notified. They automatically get paged through PagerDuty Operations Cloud, and if the incident is not acknowledged, it gets escalated to the managers. This is the automation use case which I created for the network device failure alerts.

The feature I find myself using the most is the best use case from Datadog to PagerDuty Operations Cloud to the Linux team, which I have created. Datadog detects CPU memory or disk or service failure alerts for the Linux server, and PagerDuty Operations Cloud automatically creates the incident and notifies the Linux on-call engineer.

According to PagerDuty Operations Cloud, the best features offered are intelligent incident management, AI Ops and alert noise reduction, automation and runbook execution, cloud and hybrid infrastructure monitoring, ChatOps integration, AI-powered operations, service ownerships, and business visibility.

PagerDuty Operations Cloud has positively impacted my organization by reducing mean time to resolution, automatically routing incidents to the correct on-call engineers, reducing alert fatigue, whereas PagerDuty Operations Cloud AI Ops correlates duplicate and related alerts. It also provides 24/7 operational coverage, faster incident management, increased automation, better visibility and accountability, and improved knowledge management.

PagerDuty Operations Cloud can be improved by eliminating alert storms, automating common incident resolutions, improving major incident management, using AI for faster troubleshooting, and improving operational metrics.

I could add a feature to automate common incident resolution where engineers perform repetitive actions like restarting servers, clearing disk space, collecting logs, or running diagnostics.

I have been using PagerDuty Operations Cloud for almost six plus years.

PagerDuty Operations Cloud is stable.

PagerDuty Operations Cloud is highly scalable and is desired for organizations ranging from small operation teams to larger enterprises managing thousands of services, responders, and alerts.

PagerDuty's customer support is generally considered strong from enterprise customers, particularly those running mission-critical operations and requiring 24/7 incident management.

Before adopting PagerDuty Operations Cloud, I primarily relied on monitoring platforms such as Datadog and SolarWinds and native cloud monitoring solutions for alert generation.

Organizations commonly see ROI from PagerDuty Operations Cloud in both time-saving and downtime reduction, especially when integrated with monitoring platforms and automation workflows.

From my experience evaluating and implementing PagerDuty Operations Cloud for incident management and on-call operation, PagerDuty Operations Cloud offers tiered plans that cost varies based on features such as incident management, AI Ops, event orchestration, automation, and AI capabilities.

During the evaluation phase, I considered other incident management platforms such as ServiceNow, Opsgenie, etc., before selecting PagerDuty Operations Cloud.

PagerDuty Operations Cloud helps my team focus on core tasks, which means it helps engineers spend less time on operations overhead and more time on engineering work.

My team has leveraged automation within PagerDuty Operations Cloud by integrating it with monitoring platforms such as Datadog, SolarWinds, and cloud monitoring tools to automate the end-to-end incident management process. Alerts are automatically correlated, routed through the appropriate on-call engineers, escalated when required, and tracked through resolution. The team also leverages automated runbooks and AI-assisted triage to reduce manual intervention during incidents.

PagerDuty Operations Cloud's alert reduction feature has significantly reduced the risk of costly outages in my organization by ensuring critical issues are identified, routed, and escalated to the appropriate responders in real-time. Automation, notifications, intelligent alert grouping, and escalation policies help prevent incidents from being overlooked, reducing downtime and business impact.

I use workflows to standardize the incident response process by automatically engaging the correct support teams, creating collaboration channels, notifying stakeholders, and tracking incidents through resolution. I have also utilized event orchestration to filter, enrich, suppress, and route alerts from monitoring tools such as Datadog and SolarWinds.

Organizations get the highest value from PagerDuty Operations Cloud when they use it for full operation platforms combining incident management, event orchestration, AI Ops, automation, governance, and service ownership.

Regarding governance and security, PagerDuty Operations Cloud provides strong controls that help the cloud operations team maintain compliance, accountability, and operational resilience.

For cloud operations, AI is valuable only if it is accurate, reliable, and actionable. PagerDuty Operations Cloud improves this through an AI-first operation platform, which is built on large-scale operational data, event correlation, and incident response workflows.

I rate this product a 10 out of 10.

My main use case for PagerDuty Operations Cloud is incident management, as we use it for alerting people who are on call.

I definitely use PagerDuty Operations Cloud for incident management; we have set up the account, schedule, teams, etc., and we continuously monitor our logs for any anomalies with proactive alerts. We define priority because we don't want to alert people on the phone unnecessarily, thus we categorize alerts based on severity and business disruption, sending information via the integrated APIs to the relevant teams, specifying whether to communicate through Slack or phone based on the severity.

This is the main use case we have; it's a tool that last mile connect kind of people use.

PagerDuty Operations Cloud positively impacts my organization by helping us win customer trust; when problems occur, the speed of our reaction and involvement with customers is crucial, and PagerDuty Operations Cloud facilitates quick responses to potential issues. PagerDuty Operations Cloud allows our team to react swiftly, which can be challenging without it, as we can't manually sift through all logs. Automation for remediation is also in place, enhancing confidence and allowing some issues to be resolved without manual intervention.

The best features of PagerDuty Operations Cloud include integration, mobile app, reporting, and analytics, which I find very useful based on the access I have.

We review the data periodically to see our performance; for example, we check for alert fatigue, how many alerts have been addressed, and our TDX metrics such as time to respond. The analytics of PagerDuty Operations Cloud is so good that it gives me good visibility with just a few clicks, which helps in discussions with the team for continuous improvements.

More analytics can be brought into PagerDuty Operations Cloud; while I know there are some, they still seem basic to me, and having options for user-customized charts would be really helpful, especially in this GenAI world where prompts can yield valuable data.

The analytics provided by PagerDuty Operations Cloud can be significantly improved, as they still feel basic to me.

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

PagerDuty Operations Cloud is stable.

I don't think I have ever needed customer support because our usage and the lack of issues may prevent any corner cases or other problems, or perhaps it relates to licensing. I personally have never utilized customer support.

I previously used another solution which I won't name because it's proprietary, but the user experience was not great; when I learned about PagerDuty Operations Cloud, it had a lot of positive discussions, and I was excited to find we were already using it when I joined this company.

TDX metrics are definitely improving due to PagerDuty Operations Cloud being in place; time to respond, time to initiate, and time to mitigate are key metrics influenced positively.

I usually am not involved in pricing, setup cost, or licensing, as that's handled by another team, so I don't have much visibility on that part.

I advise others to use PagerDuty Operations Cloud, as it's going to help in building customer trust. There's an operations team for those aspects. My overall review rating for PagerDuty Operations Cloud is 7 out of 10.

Initially, I started using it for managing on-call schedules. As the tech stack developed, we began using it for service alerts and event routing, and then transitioned to operational views and dashboarding. It eventually became central to our alerting systems, where all monitoring tools would send information to PagerDuty, enabling event management and routing to whoever was on call.

The product used to be unique in getting the message to the right person to fix the job. It integrates with multiple applications and is highly customizable, with policies, escalation procedures, and an event routing tool that ensures contacting the right person. A significant advantage is that it includes a metrics overlay, which provides an overview of what is happening in the environment, and its scheduling capabilities are superior to other operations.

Everything can always be better. Operations are somewhat limited by their integration package. For example, integrating with Jira was problematic until they updated to a better plug-in. The ability to build customized modules would be advantageous, allowing organizations to define their own integration modules. It would be useful to have a way to define all configurations in code that is similar to how Terraform operates.

The solution has been 100% stable with no issues due to PagerDuty.

The product was highly scalable, with no limits on the number of applications or event routing rules. However, managing a large number of these became cumbersome, suggesting a need for a way to define everything in code.

The customer service was amazingly good. They helped us build our event routing.

Positive

The setup is very straightforward, allowing users to be up and running within minutes. Usually, one knowledgeable person is enough to manage it.

The solution was expensive, but if all its features were utilized, it was considered worth the cost. The tier-based pricing model was cumbersome, and there was a desire for a service-based catalog to better customize purchases.

I'd rate the solution ten out of ten.

I primarily use PagerDuty Operations Cloud for alert management and incident call rotations. In my earlier firm, we managed rotation shifts across three time zones: EMEA, APAC, and New York time. All rotation and shift management was handled through PagerDuty Operations Cloud schedules. Application monitoring was also updated through PagerDuty Operations Cloud. According to the schedule, we updated people's contact information so that in case of any issues, the contact would be transferred to the respective shift member. We also managed escalations with five layers of escalation. If a first team member missed an alert, it would go to the second team member after 10 minutes, then to the next person after five minutes, continuing according to the priority of the service.

The most valuable features I found were the integration capabilities and notification system. We used the open-source tool Alertmanager, which triggers health metrics from Prometheus and Splunk. PagerDuty Operations Cloud allowed us to integrate alerting seamlessly and notify users effectively, which helped the business significantly. Early detection of issues leads to better service provision. PagerDuty Operations Cloud provides multiple notification channels including SMS, phone calls, and email, which I found to be the best part of the platform.

Regarding the autonomous AI agents, I have not explored them because the AI trend started recently and I have been out of touch for the last seven or eight months. However, I have read about how AI integrates with the scheduling part. Previously, we had to manually update schedules every week, but with AI integration, we can write a prompt and build MCPs. Some firms I read about integrated an MCP they built in-house, and with the MCP, they can provide an Excel sheet or image, and PagerDuty Operations Cloud API can update everything without needing to manually access the platform.

We implemented automation through PagerDuty Operations Cloud for incident response. Previously, we had to manually update service level details, SLAs, notification mechanisms, and API keys. Now we can submit an Excel sheet or CSV file and make an API call using Python, which updates everything automatically. PagerDuty Operations Cloud also helps with analytics by showing how many alerts were triggered, how many were resolved, and which person handled which alert. This visualization helps us demonstrate to clients that we managed a certain number of alerts and reduced the alert count.

PagerDuty Operations Cloud has been excellent so far. Over the last six months, generative AI could help further. Some organizations are using their own MSP engines, but if PagerDuty Operations Cloud provides in-house MCP tools integrated with GenAI, it would be better for end-users. Integrating with in-house tools and something already provided by PagerDuty Operations Cloud would make a difference. I am not certain if this has been explored in the last six months, but this is an area PagerDuty Operations Cloud could improve.

I used PagerDuty Operations Cloud for approximately 3.5 to four years.

PagerDuty Operations Cloud provided notifications early when issues occurred. We used PagerDuty Operations Cloud's status page as our first source of truth to check for existing or ongoing issues. If no issues were listed there, we reached out to a dedicated account manager who would connect us with the concerned team. We rarely encountered any operational issues with PagerDuty Operations Cloud because it was always working. We experienced only one or two latency issues, which were due to underlying cloud infrastructure issues rather than PagerDuty Operations Cloud itself.

PagerDuty Operations Cloud maintained good scalability levels. We started with a beta phase with approximately 50 to 60 members, then moved to a development stage where we increased to 150 people. The platform remained stable as we expanded. We ran some instances on-premises, which required high security, and others on cloud premises for client-facing deployments. We experienced no issues with scalability on either on-premises or cloud deployments, and integration was seamless in both cases.

When making on-premises installations, we connected with PagerDuty Operations Cloud's technical support. They guided us on setup and what to take care of during installation. We had two or three calls with them, and they were very helpful throughout the process.

Before PagerDuty Operations Cloud, we used Alertmanager, which triggered only email notifications and not calls or SMS. PagerDuty Operations Cloud introduced the calling mechanism and SMS capability, which was innovative compared to what we had seen with open-source tools.

The initial setup process involved starting with PagerDuty Operations Cloud's cloud offering. We purchased a plan and set up our account. During actual deployment, we purchased a license with our own DNS, meaning instead of using pagerduty.com, we mapped our own subdomain to our environment. We then created licenses for individual users, starting with approximately 150 members from our technical support team and L1 engineers. We gradually increased our user count rather than immediately granting licenses to thousands of people because they would have received spam calls. We started with 50 to 60 members for a trial to understand how the system should behave and how we could optimize it.

We handled the initial setup and installation of PagerDuty Operations Cloud ourselves, although we received support. When we signed up, the PagerDuty Operations Cloud team called to offer assistance. They set up a demo for our team, but we proceeded with the installation ourselves since we had prior knowledge before starting.

We evaluated other options before choosing PagerDuty Operations Cloud. We attempted to build our own solution using an existing open-source tool, but the latency issues made it not time and cost-optimized. Since a stable product like PagerDuty Operations Cloud already existed, investing two to three years in building our own solution did not make sense. We also explored building a Python solution using Alertmanager before deciding on PagerDuty Operations Cloud.

I have not explored the generative AI capabilities of PagerDuty Operations Cloud. PagerDuty Operations Cloud delivers very high performance when notifying users, especially in high-frequency trading environments where even a second of delay can result in billion or trillion dollar transaction losses. The notification service and seamless integration across different team layers provide significant value. Although open-source tools are available, they are not as effective as PagerDuty Operations Cloud.

Regarding alert fatigue and incident costs, when onboarding new clients in my previous project, I demonstrated our capabilities using incident management charts to showcase our skills. We showed clients how many alerts triggered daily, weekly, or monthly before PagerDuty Operations Cloud, and how we reduced them to monthly or bi-weekly intervals based on specific conditions. This data helped us acquire deals.

PagerDuty Operations Cloud improved my team's ability to focus on core tasks rather than routine issues. Initially, my team was exploring multiple notification and monitoring options and building their own tools. With PagerDuty Operations Cloud as an organization-level mandate, instead of managing different tools across ten teams, we now use one standard tool. This has allowed the team to focus on other important tasks since this major challenge has been resolved.

Regarding preventing costly incidents, I would emphasize business trust more than direct cost savings. We earned significant client trust by detecting issues early and informing clients promptly, allowing them to manage their side of any issues. On multiple occasions, we caught issues before business hours and clients were appreciative of our proactive approach.

I am not aware of the specific pricing and licensing details of PagerDuty Operations Cloud as that is managed by our management. From what I have heard, the business plan is not very expensive. I have not explored individual pricing since our organization was large with dedicated departments handling such decisions. My review rating for PagerDuty Operations Cloud is eight out of ten.

The solution is used to alert the on-call users if we have priority-one or business-critical issues.

The product easily integrates with other solutions. We can do automation. The product is used for alerting.

It’s quite hard to reach the support team.

I have been using the solution for more than two years.

I haven’t faced any problems with the tool’s stability. I rate the stability an eight out of ten.

Around 20 people, including users and stakeholders, use the product in our organization. I rate the scalability an eight out of ten. The scalability is good.

I have used AlertFind and Opsgenie. It is easy to integrate PagerDuty with other applications like Jira, AWS, and Microsoft Teams.

I rate the ease of setup an eight out of ten. The product is deployed on the cloud. It took us a few hours to deploy the tool.

The tool saves at least 20% of our time.

The price is very high. I rate the pricing a six out of ten. The license for stakeholders is very limited.

Overall, I rate the product an eight out of ten.

Our use cases include generating alerts from our site 24/7. We are managing the cloud infrastructure there.  

We found that the interface of PagerDuty is more friendly. It was easy to use and easy to set up. It integrated easily with our critical server and our Jira project console. It also had better features than Opsgenie. We were impressed with PagerDuty, so we decided to give it a try.

We were exploring ManageEngine ServiceDesk. So, we need a feature where we can, like, when an alert triggers, we should alert the recipient by on-call. So, when an alert is detected, a ticket is generated in the management team, and we want to notify them on-call. Like, this ticket has been generated and stuff. So, I would like to see a similar feature in this solution.

This is why we want an alternative to PagerDuty. We want an alternative to PagerDuty. So we are getting on-call notifications using PagerDuty, but now we want to replace PagerDuty with ManageEngine ServiceDesk.  

So whenever some incident happens in the cloud infrastructure, we get data alerts from cloud security. We want to integrate a service that will provide us with notifications on-call. That this server is down, or this website is down, or this thing is going wrong.

Another area of improvement is integration. It cannot be integrated with our upgraded Jira system. That's why we are dropping PagerDuty. We won't continue using it due to integration issues.

I have been using this solution for a few months. We are in the testing and evaluation phase, so we are comparing some tools online. So, we have purchased the paid version of PagerDuty, but now we want to explore some other products.

It's stable. We haven't encountered any issues with PagerDuty.

It's a scalable solution. It worked well for us. We have around ten people using PagerDuty because we have a team of ten, split into two teams.

The initial setup is a simple process. We just want to integrate our ticketing tool with the alerting tool, like PagerDuty, as an alerting tool. From PagerDuty, we would like to generate alerts in some ticketing tools, like Jira or ServiceNow. So we were looking for that solution, so we opted for PagerDuty.

We operate our services 24/7, generating alerts as we monitor our infrastructure around the clock. There are three products involved in this process. The first one is Site Twenty-One, responsible for monitoring our cloud infrastructure. If anything goes wrong in the cloud or on our infrastructure, Site Twenty-Four by Seven generates an alert. This alert is then sent to PagerDuty, which processes the alert and notifies someone from our IT team, cloud team, or application support team.

Simultaneously, it creates a ticket in a ticketing tool like Freshdesk, Jira, or ServiceNow. However, we are migrating from Jira to Freshdesk, and PagerDuty cannot integrate with Freshdesk. So, we want to replace PagerDuty with an alternative.

We have two technical staff and two administrators for the deployment and maintenance of the solution.

We paid for the license. It was a little bit expensive, but it was worth it. 

Overall, I would rate the solution a nine out of ten. I would definitely recommend using this solution. It is a user-friendly solution. It has a good interface. 

We have a support team consisting of roughly 20 support agents, and we used PagerDuty to raise alerts to people on the roster. It was integrated with our help desk ticketing system and AppDynamics, which we use for application monitoring. 

There were rules in place for when AppDynamics generated an alert. For example, if a transaction is slow or something is about to go down, PagerDuty would notify the IT team members to look at the issue. 

PagerDuty let us set up rosters based on our shifts. We could assign a hierarchy for how the calls should be escalated and the number of times the call will be transferred between people before it is answered. It makes it easy to access an agent via mobile phone.

PagerDuty should be integrated with other tools, so it can import the IT roster automatically. Our other rules continue to work once they're configured, but the roster must be added manually. 

Every month, someone needs to create those rosters and publish them. It would be great if PagerDuty could pull the rosters from Excel or another tool. We had to maintain rosters at multiple places, which was a duplication of effort. The point of PagerDuty is to automate our systems so that the calls are not missed and all, so it isn't ideal to manually intervene in one aspect each month.

We have used PagerDuty for two-and-a-half years.

I think PagerDuty is more suitable for large enterprises because smaller companies have financial constraints.  Atlassian might be more appropriate for their needs.

I rate PagerDuty support 10 out of 10. The support is knowledgeable and responsive. They set up video calls to walk us through our problems.

Positive

I rate PagerDuty eight out of 10 for ease of setup. It's straightforward. I could easily train a member of my team to handle the administration. It is efficient and easy to use. 

I rate PagerDuty eight out of 10 for affordability. It's on the higher side, but there are alternatives on the market.

I was not involved in the selection process. I started working on PagerDuty when it was already finalized. Solutions in that space have similar features, but we get  Atlassian products from the marketplace, so they are more accessible. The only issue we had was that the terms and conditions were a bit stringent on the PagerDuty side for the licensed product.

One of the members from the procurement team was trying to extend some licenses or there was some pricing discussion that was happening that they didn't consider. They were ready to renew, but there was some scenario where then we got a bit angry that they were not listening to what we wanted. I don't remember the exact circumstances. 

I rate PagerDuty eight out of 10. I would recommend PagerDuty. It is a nice product, but it depends on your organization's use cases.

It's mainly for IT call scheduling, emergency contacts, events, and those kinds of things. It's integrated with AWS, MS Teams, Remedy, and other solutions.

Previously, people used to use pagers. Nowadays, nobody wants to carry another device. PagerDuty has replaced that ability to contact somebody in case of emergency without fail. That's how I would characterize it in improving our organization. 

The most important feature that is used is call scheduling. We are also able actually to call IT folks in the case of an emergency.

I have not heard anything bad about its stability.

It has scaled well for us.

I am not a direct end user of PagerDuty. It's hard to consider its shortcomings in that sense.

The company has been using the solution for two or three years. 

I have not seen or heard anything bad about stability, so I would assume no news is good news. My understanding is it is stable. 

I would say it is a scalable solution. We initially started with a limited number of licenses and then expanded to much broader usage. We never had any issues scaling as needed. 

We have about 1,000 people using the solution right now, although it may have grown to include even more.

I have not seen any requests coming through directly to me regarding increasing the budget allocation for the solution for 2023. If at all, it comes through maybe a later part of 2023. I have not seen any request for an increased budget and therefore do not see us increasing usage in the next little while.

I've never dealt with technical support. I have no experience with them. 

We had multiple solutions before PagerDuty. There are still some in use in other parts of the company. For example, there is a tool called Arrcus that is used. We use it for our line technicians and others, however, no longer for IT support.

I did not get involved in the setup. I can't speak to how easy or difficult the process was. 

In terms of witnessing an ROI, no one has really done that level of due diligence. 

This is a SaaS solution. 

The pricing may be about $1,000 per user. 

We did a detailed coverage to choose the right solution for us. We tried Everbridge, for example. In the end, we decided to go with PagerDuty.

I'd rate the solution nine out of ten. 

It has been fantastic. I've used PagerDuty across multiple companies throughout my career. I brought it with me through several companies. It is one of the most affordable solutions. It is highly API driven.

Over time, they went from just being a really simple solution for sending you a text or an email to being something that can send you alerts, push notifications, and all types of things that guarantee that the people you're trying to reach can be reached. The multi-way messaging, as well as everything else, has really helped make it reliable and consistent. That's something that we necessarily need for on-call operations and those types of activities.

The SMS pages and the mobile application are pretty much the top two features.

The biggest area for improvement with PagerDuty is noise suppression. There have been a handful of incidents through our use of PagerDuty over the years where one incident may lead to 30 to 50 pages because you're monitoring all these different things, and each thing is an individual page. There should be the ability to set up paging tiers and group correlations between some of the different pages. That is something that would be really valuable. We should be able to say this one page may have a group or a tree of effective other pages that may tier off of it. So, if you see those pages independently, go ahead and alarm, but if you see this plus that, don't do that. 

I have probably been using it since 2012. So, it has been a good 12 years at this point.

We're using the current web version and the mobile applications. It is on the cloud.

It is extremely stable. I've very rarely had issues with PagerDuty. Every once in a while, with some of the newer versions, there were a few issues. When they were putting a new feature out, such as some of the group configurations that they did four or five years ago, I remember a handful of pages that didn't work quite right in those areas, but for the most part, PagerDuty meets like four nines. So, there is consistent uptime.

It is very much scalable. I've seen it being used in organizations as small as 30 people. I've also worked in organizations with a hundred thousand people on PagerDuty. Currently, we have about 150 people. We absolutely have plans to increase its usage.

The product is so self-intuitive that you very rarely need to reach out to their technical support, but when you do, they're pretty quick to turn things around and resolve them for you. I would rate them a four out of five.

Positive

We've used all kinds of paging solutions where we've attempted and tried to do things, but there is just not a lot of great competition to PagerDuty. If you go outside of PagerDuty to other peers in that level of scale, they're either significantly more expensive, or you have to do a whole lot more homegrown stuff. For example, if you wanted to use Amazon SNS, SQS, or SES, you can build these types of solutions, but you end up having to put a lot of infrastructure, time, and engineering effort into them.

It has always been straightforward.

It is always implemented in-house. Its maintenance is effectively zero. Realistically, it is a set-it-and-forget-it type of solution thing, and then it becomes just a regular DevOps task that you tax to your DevOps or your CI/CD teams. For the most part, there are not a lot of changes that need to be done in there, but when a change is needed, it typically takes less than an hour to get that implemented and tested.

We have absolutely seen an ROI.

They're very good in pricing compared to the competitors in the area. I would rate them a five out of five in terms of pricing.

It is one of the most critical things you can do in your infrastructure, and it is a no-brainer, just do it.

I would rate it a 10 out of 10. It is literally peerless among its competition.

We primarily use this solution to track alerts from our cloud environment and monitor and respond to alerts on our cloud platform.

The ease of having it on a mobile phone is valuable. We can always track incidents wherever we are, even away from our computers. Additionally, the escalation feature for incidents to senior engineers or other people is very useful.

The user interface could be more intuitive. Initially, when we started using it, we had issues viewing some options because we had information issues in my role as an observer, not the responder. Therefore, I couldn't view buttons like acknowledgements because they were not showing up.

We have been using this solution for approximately four years.

The solution is stable.

The solution is scalable.

Our technical support is not directly from PagerDuty. Instead, it involves us rotating within the teams within the organization.

We previously used Dynamic which is similar to PagerDuty but with more Microsoft resources.

The initial setup is straightforward.

We don't use a reseller or consultant.

With the number of features we get, I believe it's a handy tool that is worth the money, so it's a great return on investment.

I rate this solution a seven out of ten. The solution is good, but the user interface could be improved. I advise new users to spend time reading documentation or about the type of features to understand how it works and how to set it up.