PagerDuty Reviews

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener noreferrer'>Customer Verified: Read more.</a>
89 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 9.3 out of 100

Do you work for this company? Manage this listing

Overall Rating

Reviewer's Company Size

Last Updated

By Topic

Industry

Department

Experience

Job Type

Role

Reviews (1-25 of 43)

Rajeshh Raghavan | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
It is used by multiple IT departments. It is used for raising production databases/applications related to critical alerts to the respective on-call personnel according to the schedules created in PagerDuty.
  • Having a one-time schedule created with different users and specific timings.
  • Schedule overrides are pretty simple.
  • Snoozing all the alerts simultaneously for the required time is difficult in the app.
PagerDuty is really good for organizations running critical databases/applications that can't be down for a long time. If the alert systems are set right then it's easy to keep the systems up and running all the time.
Read Rajeshh Raghavan's full review
Brad Metzler | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Our Information Technology Services Operations department uses PagerDuty in combination with system and operations monitoring and alerting platforms to aggregate alerts and deliver them to the appropriate on-duty persons.
  • The user interface for managing users, schedules and escalations is clear and easy to use and manage!
  • The integration options for delivering information to PagerDuty are great. We use both API and email integrations (from legacy systems).
  • The cost for having more users and features has kept us from leveraging more of the capabilities.
If you have systems that alert you, but those systems do not have good controls for whom/when you are alerted, then look at PagerDuty. If you have cases where you have multiple alert sources and need one app to aggregate all of those alerts and notify the correct person/persons based on varying schedules, PagerDuty is a must!
Read Brad Metzler's full review
Gabriel Vinokur | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
PagerDuty is used throughout the organization to manage customer-facing problems. Each group or team at Medallia can have their own escalation paths. It is easy to find the right person to respond to a given escalation based on the group they belong to. PagerDuty helps us to keep track of response time SLAs for problems and escalating when necessary. PagerDuty also has the right integration endpoints with other tools used in the organization to seamlessly integrate with all required workflows.
  • Manage multiple escalation paths.
  • Ensure complete 24/7 coverage for all areas of the product.
  • User interface - Searching directly in PagerDuty can be complex.
  • Organizational mapping - PagerDuty groups needs to be done offline (in the head of someone). One great thing would be if it could integrate with systems like Workday to define groups/teams and escalation paths.
PagerDuy is well suited for DevOps support in current world engineering organizations. I feel it is of utmost importance to be able to locate and escalate problems to specific teams in a timely manner. Once configured properly, the tools provided by PagerDuty allow me to do it without much effort. I don't have to think about how to get ahold of someone, I know PagerDuty is the answer when time is of the essence.
Read Gabriel Vinokur's full review
Sam Kemp | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
PagerDuty handles all our alert management for our support team. Initially we just used it to handle critical alerts for the on-call people and started super cheap by only setting up one account and on-call techs rotate through it. However we started getting to the point where that wasn't an option anymore so we put all our tech in and moved to the team plan which has saved a ton of time for us.
  • Alert Management. This is where it shines. We are just starting to get into parsing types of alerts and more advanced API drive events.
  • Integrations with hundreds of applications
  • Team Schedule automation
  • They don't have integrations with some of our key support tools but I don't think that's a problem with PagerDuty but more so the other toolsets.
  • Price. As you continue to add features the cost of the product can get rather pricey. Still worth it just have to be watched.
This is a fantastic product for an MSP where on-call rotations and alerts are critical keeping happy customers. One man shops, even though its cheap may not have be the best use of money.
Read Sam Kemp's full review
Anthony Aziz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use Pager Duty to manage on-call responsibilities and keep on top of production issues. We aggregate alarms from AWS Cloud Watch as well as use it as an internal page utility (for support to page an engineer).
  • Aggregates alarms from various sources.
  • Manages on-call schedules, maintenance windows, and users.
  • The phone app could be improved. We've had a handful of incidents where pages didn't go through and the app had to be reinstalled.
Pager Duty handles all of our operational alarm needs. It is useful for triggering based on any automated alarms or metrics (we feed AWS alarms to it via SNS) and notifying the people that need to handle the situation. It also manages our on-call rotation and schedules and exceptions. Pager Duty is not really meant to be used as a support tool for user issues, but it does double as a last-resort tool when a support staff member needs to get immediate attention from the engineering team (via email pages).
Read Anthony Aziz's full review
Brian E Jones | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
It is used as a notification system for engineers and technicians on call, receiving alarms from many other feeds including but not limited to network monitoring systems.
  • Escalation policies.
  • Configurable on-call preferences.
  • Billing/legal agreements.
  • Maintenance renewal.
In a situation where you have various teams supporting multiple services and you want a centralized way to allow different team leads to build and maintain their own escalation policies for support notifications while maintaining administrative oversight, PagerDuty is an excellent solution. PagerDuty is not a CRM tool, so it is not well suited to provide a public/customer-facing interface.
Read Brian E Jones's full review
Julie ODonnell | TrustRadius Reviewer
January 15, 2020

PagerDuty nails it

Score 10 out of 10
Vetted Review
Verified User
Review Source
We implemented PagerDuty for our Support and Operations teams to handle outages and P1 customer issues. It was awesome. Super easy to set up, use, administer. Never had a problem with it at all in six+ years. If I ever need something similar, I'll go straight back to PagerDuty.
  • Easy admin - add and change users.
  • Good team and escalation options.
  • Schedule setting was confusing at first.
  • Temp overrides could be made quicker.
We had a three-tiered escalation model where if the engineer on call missed the page (asleep, driving, etc.), it would page the next in the chain 10 minutes later, then the next (V.P. level) after that — worked great. No one wants the V.P. to get a page :)
Read Julie ODonnell's full review
Stephen Groat | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
PagerDuty is used across the entire engineering department to assure that software that engineers write is well tested and monitored. By having engineers be responsible for their own code after it has been pushed to production with PagerDuty alerting, even during off-hours, there's more of an assurance that the code being deployed is a higher quality.
  • Quality UI and mobile apps.
  • Infrastructure as code support (Terraform).
  • Expensive.
  • Trying to integrate other categories (analytics) that don't work very well.
PagerDuty is a great fit in organizations that want to drive responsibility for code quality down to the engineer writing it by forcing them to experience downtime and outages with those production engineers. By trying to remove an entire category of engineers from an organization, there can be significant streamlining and efficiency gained.
Read Stephen Groat's full review
Rod Padua | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
PagerDuty is used by our engineering department. We have users around the world, and our engineers are around the world also. Support for the users could be required at any time, and our engineers can be paged to provide support. Escalations may also be required that may be needed, and we use PagerDuty for that as well.
  • As an admin, I am able to assign the person to be paged into a specific group within the department.
  • The administration is simple; adding or removing a user doesn't take 15 minutes to set up.
  • It's easy to tell what the issue is and the state of the issue with the incidents alerts and status tabs.
  • I don't have any issues with setting up users on PagerDuty.
  • I'm not a user, so I don't get assigned incidents within PagerDuty.
PagerDuty allows the person being paged to get a much clearer picture of what the problem is before answering the page. They can possibly have an answer or a fix for the problem they are being paged for. Someone else could also follow the progress of the incident without having to call.
Read Rod Padua's full review
Gilad Karmy | TrustRadius Reviewer
February 11, 2020

PD is an awesome tool!

Score 10 out of 10
Vetted Review
Verified User
Review Source
We are using PD for our escalation process once a server has been triggered by Newrelic/Nagios or via emails by our partners.
  • Light weight integrations with monitoring tools.
  • Easy to handle crises
  • Scheduling part: the first phase when it automatically assigns team members, I need to override each one separately. I would like to be able to create my own schedule from scratch.
Crisis management is easy to handle via PD with the ability to send back resolved commands from mobile.
Read Gilad Karmy's full review
Felix Vaisman | TrustRadius Reviewer
January 15, 2020

PagerDuty Review

Score 9 out of 10
Vetted Review
Verified User
Review Source
We use PagerDuty to manage escalation policies and communicate to make sure production pipelines are always up.
  • Integration with other systems.
  • Flexible escalation policies.
  • User-interface could be improved.
  • More enhanced incident analysis - Allow user tagging for incidents and exporting data for external analysis. Maybe even ML powered suggestions within the product.
PagerDuty is great for when you have a process that you need to keep in a stable state.
Read Felix Vaisman's full review
Dawud Bey | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Currently using PagerDuty as per the product intended,
1) Users, teams, on-call schedules
2) Monitors, Alerts
3) Extensions (ServiceNow, Slack, Pingdom, Datadog, etc.)

It addresses infrastructure needs as per the product.
  • On-call schedules, user & team management.
  • Alerting & incidents.
  • Expand new business services features.
  • Enhance the PagerDuty mobile app to allow additional functionality. Ex. Slack integration.
The product works well, and the support team and community are extremely helpful. The support site, knowledge-base is vast.
Read Dawud Bey's full review
Johann Davila | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
PagerDuty has been amazing notification support to monitor and notify who's on call. It has gotten us up and running much quicker whenever we have a system issue. Before using PagerDuty, it was the responsibility of those on-call to monitor systems to make sure things were not having issues.
  • Notifications.
  • Real-time monitoring.
  • On call users aware of systems with issues.
  • So far it's been working amazing for us and we don't have any complaints.
PagerDuty has been amazing with its notification support to monitor and notify who's on call when systems are having problems. This helps us get systems back up and running for the company to continue to do business as usual. Having the ability to have our on-call team get notified with systems are having issues (in case the main on-call person doesn't respond in a timely manner) means our back up on-call can get notified as well.
Read Johann Davila's full review
Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
PagerDuty is used as an incident management tool across the entire technology organization. It is also used for facilities and crisis management, which is more rare. It is a tool used for oncall support rotations and escalation.
  • Easy user interface to setup oncall rotations
  • Oncall rotations for application and infrastructure support
  • Build up local support team
Easy interface that our users understand with limited training. Good mobile app, flexible contact methods of phone, text, voice.
Read this authenticated review
Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use PagerDuty to make sure the right people know, and right away, if there is a situation that requires their immediate attention. Our customers expect a high level of service 24/7/365, so being able to quickly reach and coordinate our on-call team with PagerDuty has become critical to our operations.
  • Flexible on-call schedules.
  • Notify users before their on-call shift starts.
  • Hard to synchronize on-call rotations between teams.
Well suited for notifying people once some other system has determined that notifications are required. Not well suited for determining if notification is required.
Read this authenticated review
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use it to manage notifications for off-hours personnel when an incident arises. It automatically handles escalation if the primary contact does not respond. It was primarily used by operations but during our holiday office closure, we used to schedule and notify those on-call rotation personnel across the whole company.
  • Multi mode notification
  • Incident history retention
  • Test mode/dry run. Incident created but notifications not actually sent.
  • Dark mode?
Critical downtime notification for support staff. Ability to include stakeholders in the notification chain. Sometimes you don't want the stakeholders to see everything. Slack integration is helpful because the stakeholder can passively read communication and status.
Read this authenticated review
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
PagerDuty is used by the Cloud Operations team for data operations, infrastructure operations, devops, engineering, and executive crisis management. It addresses the ability to raise awareness from the simplest of issues that exist in production to critical incidents requiring marshaling everyone to virtual war rooms. When outages or service impacts occur the ability to reach out without having to find contact information, calling ten to fifty people is key. Time wasted is time lost in resolving issues.
  • Cross platform out of band communication. SMS, voice, app/push notification.
  • Expansive ecosystem of extensions/integrations.
  • Pricing simplification.
  • Better dynamic updating of UI components.
PagerDuty is well suited in the process to collect people via active reaching rather than passive notification. An example is an app push, then if there are no responses, SMS. If there is no response, a Voice Call to one or more numbers. Some teams rely on Slack/Teams to reach people in an emergency and that will result in more noise in the ever-challenging signal to noise loss.
Read this authenticated review
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
It's used across the whole organization. PagerDuty is primarily used for notifying system/service outages, and enforcing SLAs on acknowledging the outages and escalations.
  • Notifying users about service/system outages.
  • Escalations
  • PagerDuty appeared to be daunting when I tried to use it. Making it easier to onboard is going to help reduce friction. Tutorials on setting up a mock schedule, mock alerts, and mock escalations to make the user comfortable.
  • Provide email integration to address PagerDuty alerts if one doesn't exist.
Ideal for system monitoring and outages. Not ideal for pretty much anything other handing the incident communication and escalations.
Read this authenticated review
Anonymous | TrustRadius Reviewer
February 10, 2020

PagerDuty is a good start

Score 7 out of 10
Vetted Review
Verified User
Review Source
It is used by one team, for propagating alerts based on an on-call schedule, including escalations in case the first responder is unavailable. We feed it notifications from Nagios and mostly use the app to receive and tack the alerts.
  • Good rotation scheduling mechanism.
  • Very robust uptime and dependable.
  • The cost model is extremely prohibitive for DevOps where multiple users need relatively infrequent access.
  • Analytics have a lot of room for improvement.
PagerDuty is less suited for cases where you have a lot of team members that could be part of rotations, but would not get many alerts each. It is not perfect for this due to the per-user cost model and extremely high price per user. It is good for very small teams, and maybe for large corporations, but there is a huge cost gap in the middle.
Read this authenticated review
Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use PagerDuty to manage our 24/7 on-call engineers who get notified by alerts from a variety of incident sources. We also use PagerDuty to manage technical incidents at scale.
  • On-call handling.
  • Incident handling & dispatching.
  • Cost per user.
PagerDuty is one of the probably best and most mature tools in its area. There are also cheaper alternatives which probably can't do as much as PagerDuty.
Read this authenticated review
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
The application is being used by 2 out of 4 IM&T departments who provide on-call services. We are actively exploring the potential to increase its use across all on-call teams (non-IM&T included).
  • On-call Schedule management.
  • Integration with 3rd-party system monitoring tools, i.e. Server Density.
  • Shared calendar access for non-licensed users.
To be fair it does exactly what is expected. It manages on-call schedules, alerts and integrates with 3rd party monitoring products.
Read this authenticated review
Anonymous | TrustRadius Reviewer
January 30, 2020

Great alerting system

Score 10 out of 10
Vetted Review
Verified User
Review Source
We use it in our IT department to notify us of outages or issues going on. It's helped us to catch and resolve things quickly.
  • It handles notifications well. It can be through calls, text or even Slack messages.
  • It can report on many different systems because it has many integrations with other systems.
  • Setting up alerts can be clunky and confusing. It would be nice to see it become a little easier and clearer for what certain settings mean.
It is great for alerting on outages. You know almost immediately if a system has gone down or is experiencing an issue.
Read this authenticated review
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We have been using PagerDuty for over 3 years, and it proved to be an indispensable tool.

It's used mainly by operations teams, but recently we have started having developers on-call as well. This change has improved our software delivery process since with great responsibility (shipping best possible software) comes great risk (being woken up at 3 am).
  • On-call scheduling
  • Persistent notifications
  • Better UX / UI of web interface
  • Mobile application is a bit flaky
PagerDuty does exactly what needs to be done - alerts you about critical incidents. This means that you need to be mindful about what triggers PagerDuty, you don't want to get your teams overwhelmed by alert fatigue. This works great if you have a well-defined criteria, but with some integrations it's easy to get overwhelmed.
Read this authenticated review
Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
PagerDuty is used by the engineering division of our organization. It is used to schedule on-call rotations and to receive alerts from applications. Engineers on call are expected to respond to alerts received by PagerDuty and they interact with the UI while doing so.
  • PagerDuty reliably captures events. This requires that it be available and also perform consistently. This is the absolute backbone requirement of a service of this kind, and I have never had an issue where PagerDuty was unavailable or performing slowly. You need to rely on PagerDuty for the function it serves, and you can.
  • PagerDuty has useful features for creating teams and schedules associated with teams. These features integrate with alerts well so that that alert notifications are routed to the correct person.
  • By far my biggest complaint about PagerDuty, one that I have made repeatedly on Twitter, is that it doesn't have Search. You can't search Incidents!!! For a highly capitalized, mature, market-leading product in its category in 2020 this is simply astonishing. It also causes hardship for me any time I am on call and there are a lot of issues -- in other words, when you are under the most demand when on call you need your tool to support you the most, and it doesn't.
  • Another glaring omission is that PagerDuty doesn't support de-duping events. Airbrake had this feature when I used it in 2011!
It's the best choice only because it is reliable and has market leadership. It's not a mistake to choose it for those reasons. But it really only meets the minimum bar, and if I was in a situation where I could tolerate the risk of trying alternatives I certainly would do so.
Read this authenticated review
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
PagerDuty is primarily being used across our R&D teams, inclusive of Engineering, Design, and Product Management. It’s also being used in IT. The product enables teams to stay connected with one other, driving valuable efficiency and collaboration, particularly when addressing priority issues with our site.
  • Compatible with OneLogin
  • Easy to use
  • Pricing is a little steep
  • More robust / diverse feature set
PagerDuty is well suited for SREs, who must keep websites up at all times to ensure product availability. Also works for the IT team keeping enterprise tools up and running as well. Not particularly well suited for other teams.
Read this authenticated review

About PagerDuty

PagerDuty is the enterprise incident resolution service that integrates with ITOps and DevOps monitoring stacks with the goal of improving operational reliability and agility. From enriching and aggregating events to correlating them into incidents, PagerDuty streamlines the incident management process by reducing alert noise and resolution times.
Categories:  IT Alert Management

PagerDuty Features

Has featureFull Stack Visibilty
Has featureFaster Incident Resolution
Has featureEvent Intelligence
Has featureResponse Orchestration

PagerDuty Videos (3)

PagerDuty Integrations

PagerDuty Competitors

Pricing

  • Has featureFree Trial Available?Yes
  • Does not have featureFree or Freemium Version Available?No
  • Does not have featurePremium Consulting/Integration Services Available?No
  • Entry-level set up fee?No

PagerDuty Support Options

 Free VersionPaid Version
Phone
Live Chat
Email
FAQ/Knowledgebase
Social Media
Video Tutorials / Webinar

PagerDuty Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS, Android, Mobile Web