As we say regularly in the UK...the product does exactly what it says on the tin...plus a bit more

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).

The knowledge that if an incident occurs out of normal working hours (and in hours where an automated situation has been triggered) the relevant skilled technician is alerted and the situation can be dealt with within SLA.

The key benefit is that integration to automated monitoring tools. Here we set the thresholds lower than critical in order to be alerted proactively giving us time to rectify prior to the situation escalating. PagerDuty manages the alerts element of that really well with the 3rd-party products. So much so we are looking to expand to other areas of the business.

As mentioned earlier, API with Server Density and looking to potentially expand. We would need to discuss with the account manager with respect to API availability.

Generally this would be triggered once a threshold has been breached (monitored via Server Density). At present a single alert would be sent to the relevant member of staff covering the on-call discipline. It would be up to that individual to assess and decide upon a multi-resource response approach or not. We may look to change that in the future.