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Relaible & flexible paging system
August 09, 2020

Relaible & flexible paging system

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with PagerDuty

We are using PagerDuty within our Service Operations department helping us with after-hours on-call management. We have a team of 8 analysts. Before PagerDuty, we were using a paging type system where Service Desk would call a common number and leave a message. The on-call analyst will call the messaging system and retrieve the message. This caused unnecessary steps and delays in response. PagerDuty helped us streamline the process and shorten the response time.
  • Built-in scheduling.
  • Flexibility to responders who he/she wants to get notified.
  • Ability to share notes within incident logs.
  • Quick acknowledgement of incidents and page outs.
  • Live calling from the Service Desk or others should be a standard feature.
  • Ability to change escalation on a schedule basis.
  • Ability to manage multiple instances to activate standby analysts.
  • Faster response times.
  • Ability to review timelines of response.
  • Never miss a page out with escalation procedures.
After evaluation of the other two products on the market, we opted for PagerDuty, for its reliability, flexibility, and functionality.
I can reach support via email or online chat functionality. It helped me in the initial configuration and also how to best setup. The response time is very fast for any question I brought forward. The support analysts were very knowledgeable about the products and its functionality. They were respectful of what stage of use the customer is at.

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

Its a cloud-based solution, so in a event our internal infrastructure is affected by the incident, Service Desk can still reach out to the right responder. Building and maintaining a schedule is very easy along with escalation processes. Analysts can pick and choose how they wanted to be notified of the incident.