Easy to integrate, well-crafted notification system
Updated August 05, 2020

Easy to integrate, well-crafted notification system

Brian E Jones | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with PagerDuty

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. We are looking to expand its use beyond our division to other IT components, such as middleware teams, data center techs, upper management teams for COOP and DR.

Pros

  • Escalation policies.
  • Configurable on-call preferences.
  • Separation of teams when necessary for compliance
  • Allowing for other teams to be contacted or notified of an issue

Cons

  • Billing/legal agreements.
  • Maintenance renewal.
  • More cost effective licensing for state Educational units
  • It allows the operations center to contact the correct team a large percentage of the time, enabling faster mean time to resolution.
  • Allows second or third level support contacts to be reached more efficiently without human intervention in lots of cases.
Very similar in features, but we kept PagerDuty, mostly for the integration capability with almost any system, and the cost of up-fitting didn't make sense. Try googling around and you will quickly find that no one on the market has as many capabilities when it comes to integration with other products or even home grown scripts running on systems than PagerDuty. There are pages of names ypou know that have official application integrations, but for those that are not know at all there are ways to integrate with the RESTful API and there are also email options that allow it to be essentially integrated with anything that can send an email.
I have had really great success in working with PagerDuty support. Quick responses, friendly staff, and if they don't know the answer they don't try to snowball you, they tell you that they are seeking the people who can help resolve the issue or answer your questions. I like the fact they don't try to read off a script or go through some standard set of questions. They just help you get to the point of the problem and help you to the person that can fix it if it isn't themselves.

Do you think PagerDuty delivers good value for the price?

Yes

Are you happy with PagerDuty's feature set?

Yes

Did PagerDuty live up to sales and marketing promises?

Yes

Did implementation of PagerDuty go as expected?

Yes

Would you buy PagerDuty again?

Yes

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.

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