Great tool for 24/7 support
March 06, 2020
Great tool for 24/7 support
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with PagerDuty
- In our studio, each department that needs live monitoring has its own escalation policy and schedule.
- For example, the R&D department will have their schedule with dev-ops and developers if production machines misbehave. The BI/BA department will have their schedule with data engineers if some dashboards such as revenues or in-game economy start showing irregular patterns.
- The game produced in our studio is monitored 24/7, and every aspect of it is covered, including the technical monitoring and business monitoring. The schedules are built with rotations in the team, with two lines of support in case someone is temporarily unavailable. This is all managed by PagerDuty, removing the need to remember who is on-call manually. PagerDuty notifies 24 hours in advance when someone will become on-call, so nobody is surprised when it is his turn.
- It also provides a clear escalation procedure to communicate between departments outside of business hours. We simply trigger an alert, and the person on-call for this department will be available in the next minutes.
- Creating a clear and straightforward escalation path
- Creating schedules with no empty period
- Creating alerts to contact people on-call is extremely simple, as is the integration with any monitoring system that we currently use.
- Price is the major problem for large organizations since every user on the rotation needs to have a monthly paid account.
- Efficient routing of alerts (SMS, Push Notification, e-mail...)
- Increase customer satisfaction for faster response times off-hours.
We have never seen an issue with PagerDuty, not a single downtime in 7 years (that we noticed).
We integrated with AWS, with Flexera / Rightscale, and with our own monitoring system very quickly.
- Our current escalation policy is that the first line of support is receiving the alerts on their PagerDuty account.
- This team is working 24/7 in shifts and covers all studios of the organization around the world.
- When they do not know how to handle the alert, they will escalate to the second line of support through the PagerDuty application.
- This second line is typically a developer from the studio where the alert is coming from.
- If he needs help from other departments, he will create an alert for the right department in PagerDuty.
- Everything is done through the website or the application.
We do not use PagerDuty Analytics at the moment.
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