PagerDuty is the way to go for your incident response system
September 25, 2021

PagerDuty is the way to go for your incident response system

Pat Balcerek | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with PagerDuty

We use PagerDuty in addition to our monitoring software. When an issue is being escalated, we use PagerDuty to let us know by text, email, and phone call that the issue has risen and to look into it. It helps us monitor software/hardware when no one is monitoring our devices online.
  • Notification
  • Escalation
  • Timetable schedule
  • I hope it will be easier to navigate our system
  • Saves time people spend on monitoring software
We are notified immediately of any issues that occur during the day or night, if someone is on shift or not. It saves us time by not having to continue watching the monitoring software. Additionally, it is set up to send notifications to Slack first, then emails, so everyone is notified before ringing the person on duty.
We use Slack for initial information about an issue occurring. We also use Solarwinds and LogicMonitor plugins to see what is happening, so if any issue arises, it can be redirected from that platform to PagerDuty.
Each person on the team has their own rules of how they are escalated, but we can inform each other in case of an issue. First, when an alert is detected on our monitoring system, it is sent to Slack. Then if it has to be escalated, we receive phone calls and texts.
This is where it can be confusing in a large organization as you will get a lot of options. Sometimes you will get lost when trying to follow a specific team, schedule, or task.
I have not used nor evaluated any other product.
I have not used support, so it is hard for me to provide an opinion here. Based on the product and what I hear from my coworkers, the support is good. The response time is quite fast, and solutions are provided as soon as possible.

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PagerDuty works 24/7 and monitors hardware when we are online or offline. Online is when we are busy, so it lets us know there is an issue we didn't notice. Offline is when there is no one in the office or data center to immediately respond to an issue.