PagerDuty

Score8.5 out of 10

321 Reviews and Ratings

What is PagerDuty?

PagerDuty, Inc. (NYSE:PD) provides digital operations management. Serving organizations of all sizes, PagerDuty aims to help them deliver a perfect digital experience to their customers, every time.

Categories & Use Cases

Media

Screenshot of Similar Incidents [Apple iPad], Open Incidents [iPhone 8], On-Call Schedule Menu [Apple Watch])

Screenshot of the Machine Learning with Technical Service Dependencies, used to better understand related incidents.

Screenshot of a glimpse of service health and team performance via PagerDuty’s Intelligent Dashboards.

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Screenshot of Similar Incidents [Apple iPad], Open Incidents [iPhone 8], On-Call Schedule Menu [Apple Watch])

#1 most frequent

Information

27.1%

1,134 installations of 4,186

#2 most frequent

Professional, Scientific, and Technical Services

22.5%

943 installations of 4,186

“Timely alerts so that we never miss important messages.”
— Talent Acquisition Specialist, Tekgence (501-1000 employees)

#3 most frequent

Finance and Insurance

13.1%

549 installations of 4,186

“Real-time notification for any error across multiple channels.”
— Project Manager, Vanguard (10,001+ employees)

Ausaaf Ahmad View profile

Lead Engineer in Information Technology at Cvent (5001-10,000 employees employees)

Use Cases and Deployment Scope

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.

Pros

Alerts
Follows Up
Good Integration with Third Party Apps
Makes it hard to miss a critical notification
Available in multiple formats
Good On-call Scheduling mechanism and overrides

Cons

Outdated UI
Lacks AI integration
Can automate to create patterns for similar alerts and apply the same policy to them

Most Important Features

On-call Assistance
Alerting Mechanism
Keeps the critical issues on TIP

Return on Investment

Very helpful in case of emergency escalations
Well suited for Managers
Easy to use and manage

Other Software Used

Slack, Datadog, Anthropic Claude

Jajati Behera View profile

Senior Consultant in Information Technology at PWC (10,001+ employees employees)

Use Cases and Deployment Scope

We are using PagerDuty as part of our Incident Management process. We have integrated this with our Incident dashboard so, whenever we get any Severity 1 incident we get the alert.

Pros

PagerDuty sends the alerts set on high severity incidents on time and never misses any single instance.
PagerDuty help to send alert to mobile calls and Team channel for outage.
PagerDuty also resolves some of the high severity incidents as part of self healing mechanism.

Cons

PagerDuty should have a feature which can read a Database instance realtime and monitor for any transaction failure.
PagerDuty should have an option to send alerts to mobile Whatsapp.
PagerDuty should have a feature which can prepare analytics of high severity incidents or more frequent outages, based on that the same report can be presented to clients.

Most Important Features

Alert systems
Raising tickets on behalf of any human which saves real time
Throwing a phone call to On-duty person for an outage, this helps for quickest action on any issue.

Return on Investment

By using PagerDuty, let's say monthly license costs around $400 for multiple users, and by implementing this to our project we have avoided multiple long running system outages and critical issues which has helped to avoid the penalty of around $3000 at one instance.
I don't see any negative impact
PagerDuty is really helping us to work more actively on the Production support work.

Alternatives Considered

Grafana

Other Software Used

Nagios Log Server, Splunk Enterprise, Kibana

Jitu Yuddapa View profile

Project Manager in Information Technology at Vanguard (10,001+ employees employees)

Use Cases and Deployment Scope

We use PagerDuty to ensure the right people and teams get the right information about the right problems at the right time. Before PagerDuty, it was very hard for us to do that manually, but now most of these things are automated, so we do not need to do that manually. If our team faces production issues, service downtime, server problems, or any critical failure.

Pros

Instant alerts through call, SMS, or application without any delay.
Integration with monitoring tools like AWS, Datadog, or CloudWatch become easy.
It also does well in handling high priority incidents.
It has improved overall team coordination during incidents.
Problem resolution is quick to response.

Cons

User Interface is little bit confusing at start.
High price for small teams and companies.
Reporting could be more accurate.
Mobile application need many improvements.

Most Important Features

Incident Alerting.
Real-time notification for any error across multiple channels.
Incident visibility and tracking.
Post-incident analysis and reporting.
On call scheduling and rotation.

Return on Investment

Reduced our downtime significantly.
Revenue increased with high percentage of growth.
Relationship with clients has become strong and stable.
Clients are happy and ready to extend our contracts.
Teams has less work load and stress.

Alternatives Considered

OpsGenie and xMatters

Other Software Used

SAP Service Cloud, Miro, Asana, LogicMonitor

Pankaj Tiwari View profile

Specialist in Sales at IQOR (10,001+ employees employees)

Use Cases and Deployment Scope

In our collections team at IQOR we mainly use Pagerduty for managing critical operations alerts and to ensure every account related issues are esclated timely. PagerDuty mostly feels very handy especially when a high priority requires proper attention or immediate follow up caused by any of the failed payments or system flags. In no time, it immediately notifies the related agent or directly escalates to our team leader if required.

Pros

PagerDuty feels like something you can absolutely rely on... because in the rarest case where an alert is not acknowledged by the relevant agent, the alert automatically is escalated to our TL, which saves any possible errors or misses.
In terms of integration, I would rate it a 9.4 as it's absolutely seamless with Microsoft Teams or emails, ultimately resulting in a reduction of errors in work, which I greatly appreciate about PagerDuty.
In some cases, when an account requires input from multiple agents, PagerDuty makes sure to notify each of the relevant ones.
Other than this, sometimes when we have new joinings, it becomes easy for us to train them because every alert or response is recorded or logged. Because of this feature, we are able to check our past actions as well, so that a good feature about PagerDuty.

Cons

From what I have observed, I say customization of notification and alert prioritization are the areas where PagerDuty can be improved. As in our collections team, we also deal with high priority accounts and lower priority system flags, PagerDuty definitely sends the alert, however this sometimes becomes messy. For ex, we had to spend extra time to create multiple escalations and test them in order to handle the priority accounts at first, then others, and that too without overwhelming our team with lower priority notifications.
I would highly recommend PagerDuty if it begins to offer something more intuitive, premium templates.... otherwise it's a great tool, I would say.

Most Important Features

Basically, it makes our shifts and on call management quite easy and we are able to maintain the coverage across all hours without hesitation.
Dashboard acts amazingly by providing us the proper visibility into active alerts, if any, and response time as well.
The mobile application feature is also great because I can receive and acknowledge or respond to alerts from a smartphone.

Return on Investment

From my whole team's perspective, it allows all the agents to focus on resolving instead of continuously monitoring their systems and helps them not to chase invalid customer, which has impacted our overall floor productivity
A downside about PagerDuty, what I feel would be that there is very little investment in time to set up escalation rules, integration, especially for our priority accounts

Alternatives Considered

Splunk On-Call

Other Software Used

Microsoft Teams, S4 for Salesforce

Akhil Viswam View profile

Senior Consultant in Engineering at Capgemini (1001-5000 employees employees)

Use Cases and Deployment Scope

PagerDuty is using by the SRE Team for alerting puposes.
Any kind of infrastructural or application related issues will be notified to the SRE on-call person via phone call , SMS etc using PagerDuty. Also using to trigger some automations-based alerts using the same tool , which helps the egineers to take prompt actions for the incidents

Pros

alerting via phone calls
setup workflows
alert prioritization

Cons

AI Enhancements

Most Important Features

Alerting via calls and SMS

Return on Investment

helps to take prompt actions on incidents
Not good enough to build automations

Other Software Used

Elasticsearch, Grafana

Splunk On-Call

xMatters

OpsGenie

PagerDuty

What is PagerDuty?

Categories & Use Cases

Media

Most Frequent Users

Information

Professional, Scientific, and Technical Services

Finance and Insurance

PagerDuty Reviews

Use Cases and Deployment Scope

Pros

Cons

Most Important Features

Return on Investment

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Most Important Features

Return on Investment

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Most Important Features

Return on Investment

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Most Important Features

Return on Investment

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Most Important Features

Return on Investment

Other Software Used

PagerDuty Alternatives