Great at connecting the right person to each alert
May 08, 2019

Great at connecting the right person to each alert

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with PagerDuty

PagerDuty is used by Information Technology for system alerts and by our Safety team for emergency response using PagerDuty's live call routing feature. It has become the preferred system for routing alerts to real people within the organization. Before implementing PagerDuty, alerts were configured on each system and routed to static email lists.

Pros

  • Great scheduling capability. You can define very precise schedules for your agents and PagerDuty will condense that down into a simple on-call schedule.
  • PagerDuty will integrate with just about anything. They have a fantastic API and a huge library of integrations already built, plus the ability to use good old email.
  • The live call routing feature, while an extra add-on, is an awesome extension to PagerDuty.

Cons

  • PagerDuty doesn't handle log aggregation or really any transformations on the alerts it receives. What it gets is what it sends out.
  • The scheduling is very rich but can have a learning curve for admins.
  • Teams that use PagerDuty are more agile in reacting to alerts with clear ownership by the individual receiving the alert.
  • Live Call Routing lets your small team operate a hotline without hiring additional staff.
  • Faster responses to important issues means the company can keep to its goals.
PagerDuty excels as the last mile for your alerts, connecting the right person to the alert. When viewed in that light, I would heartily recommend it. You will likely want another system ingesting your logs/alerts and performing any necessary logic on them before sending them to PagerDuty as that is not what it is for. I have never seen PagerDuty fail to deliver an alert, fail to escalate correctly, or even have a noteworthy outage. It has, however, woken me up in the middle of the night, which I thank it for. :)

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