PagerDuty is the on-call issue escalation tool you need as a technology operations leader.
August 02, 2020
PagerDuty is the on-call issue escalation tool you need as a technology operations leader.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with PagerDuty
We use PagerDuty to alert our technical and leadership teams on critical issues in our SaaS platform that could affect our customers. We utilize the on-call rotations and escalation process to make sure some human gets involved to triage the issue and get the right team involved in the resolution.
- On-call rotation is very flexible, allows for easy overrides, muting of issues, and allows for user flexibility to use SMS, PagerDuty mobile App, email, or all of the above.
- Integration into other communication tools like Microsoft Teams, Slack, and other REST endpoints.
- Dashboard visibility console is very cool to see all of our issues in one central location to help see systemic issues more quickly. This would be a great NOC dashboard.
- If you have a lot of teams, finding the right page to configure changes or overrides when the team changes or the schedule changes is difficult if you don't do this often. Not enough cross-linking to other areas to help you navigate to the page you need to configure.
- Been wanting a public page feature to publish to let our customers know the status of our product issues.
- It pays for itself in first few Severity 0 issues, since we have SLA of response time with our customers that will provide money back if we don't meet. Couldn't do that without a solution like PagerDuty.
Yes, we have never had an issue with the platform in the last 4-5 years we have used it. Pretty impressive!
We use Microsoft Teams integration to alert teams on issues. Used Slack in the past also. We underutilize this capability and wish we used it more!
For our main product, if our ping tests fail (Azure AppInsights test has PagerDuty hook), it triggers PagerDuty to call an on-call team member for the site. If they don't acknowledge on app, phone, or email that they have configured, it gets escalated to a backup person immediately. If no response in 5 minutes, management gets alerted. If we don't resolve the issue in 15 minutes, the process is re-escalated. Once we implemented this, we don't miss an issue and many people get alerted if not acknowledge by a team member.
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