PagerDuty is the tool to ensure you are treating your customer issues the right way

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.

PagerDuty is the backbone of our escalation procedures. For certain code red violations, we have less than 30 minutes to provide a mitigation plan to the customer. As such, we need to trust the tool that handles the escalation to be up at all times.

One of the key metrics is the SLA to acknowledge a situation (indicate a person is aware of it and starting to investigate). It is trivial to do this from a cellphone. It is also easier to indicate that you cannot acknowledge the situation and that the escalation path needs to proceed. This is key as it avoids unnecessarily waiting for a predefined time period before following with the escalation path.