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PagerDuty: An Effective Incident Response and Alerting solution
June 20, 2021

PagerDuty: An Effective Incident Response and Alerting solution

David Melin | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with PagerDuty

Pager Duty is used in our technology segment, to provide team and user contact information as well as our on-call rotation for all teams within the segment. Pager Duty is also used for alerting and notification of system outages. It provides a tiered communications approach in notifying specific on-call users when a system outage is identified. Additionally, it will contact users within a group if the designated point of contact is not reached or does not acknowledge the notification. It also provides us the ability to initiate a tech bridge and communicate them to all applicable users.
  • Alerting notifications is its best attribute; it will continue to make contact until the alert is acknowledged by a user.
  • The calendar view provides valuable information regarding who is on call by the team and their full contact information.
  • The application also lets you initiate a tech bridge meeting instantly and notifies all on-call users.
  • The calendar is sometimes difficult to parse through when you are looking for a specific team or contact.
  • Adding additional responses to the automated alerts would be helpful; the options are currently limited. A suggestion would be to have an option that indicates you are aware and working on the issue rather than just acknowledgment which keeps calling you.
  • Positive is it has increased our responsiveness in identifying and remediating system outages.
  • It helps take the place of having a 24 x & network operations center which is a huge cost savings (ROI).
  • It can be a bit distracting to continually get called/pages after acknowledging an alert while trying to determine the issue before deciding to resolve the issue.
PagerDuty has been reliable in preventing major outages and ensuring that we do not miss any alerts. It helps us to be proactive.
The major integration we use is integrating with our communications to effectively communicate to all users currently on call for the purpose of starting a tech bridge. This integration helps us immensely in coordinating the right to be engaged on an immediate basis. It also integrates with our monitoring portal that is used to determine system outages.
In the past, we used tools from SolarWinds and Orion to manage alerting and notifications through our Client Services team that escalated issues to the appropriate team. This was one of the reasons we switched to PagerDuty to find an effective incident response automated solution.
I can't honesty respond because I haven't had the need to reach out to support in years, and, when I did, I was given assistance with the interface and features I needed. Based on my limited exposure to support, the service was responsive and excellent.

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

Microsoft Teams, Citrix Virtual Apps (formerly XenApp), Citrix ADC (formerly NetScaler ADC)
As far as my experience is concerned, Pager Duty works better than previous solutions. I would recommend Pager Duty before any other product. It is functional, configurable, and provides good options for a 24 x 7 company. The alerting and contacting feature is very good. It is a great repository for teams and specific contacts, and the over-ride feature is another great component where you can create an over ride to have someone else cover a block of time during your absence.