Item: PagerDuty
Rating: 9
Author: Verified User

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.

I never need it, but I know it's there.

Yes

Yes

Yes

Yes

Yes

PagerDuty works very well for 24x7 operations.
The difficulty is not PagerDuty itself, but making sure that the monitoring is done right.
Any organization that needs to be notified in real-time about hardware failure or degradation of business KPI will find that PagerDuty is a very suitable tool.

Great tool for 24/7 support

Overall Satisfaction with PagerDuty