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PagerDuty does what it claims and does it reliably, even if the initial setup can be a bit tricky
December 30, 2021

PagerDuty does what it claims and does it reliably, even if the initial setup can be a bit tricky

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with PagerDuty

We use PagerDuty with our SaaS monitoring system to perform advanced alerting, in our case, specifically for critical alerts so that they can escalate to cell phone calls for the on-call engineer(s) and then escalation to the manager. We have various schedules set up so that the right alerts are routed to the right teams at the right times.
  • Immediate calls to mobile phones
  • App integration so you can ACK issues without a phone call
  • Setting up the scheduling
  • Positive ROI because we are alerted immediately when critical issues take place, limiting downtime!
Yes, this is the claim to fame for PagerDuty. Once it is set up, it just works, and integration is fairly simple, and pretty much every major player supports the tool, given it is an industry-standard (at least in my opinion). It is a cloud-based service, so nothing needs to be installed locally, you just need an internet connection.
We only use a single integration from a single SaaS-based monitoring system, but we like the ability to integrate with basically any other that we should choose in the future, making it reasonable and reliable that we won't need to find a whole new alerting system, just because we change our monitoring tool.
We are not using the more advanced incident response or runbook features, though our IT users have the app installed on their Android and Apple iPhones for even easier acknowledgment of issues and other capabilities. We are a fairly small team, so we need only the entry-level portion of the tool's advanced features.
We do not use Analytics.
We have not evaluated the tool against other systems, primarily because of past familiarity with the product by multiple members of the team in multiple former roles. I myself have used PagerDuty since the mid-2010, it works well, people know how to use it, integration capabilities are high, and it is fairly simple to use once it is set up.

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

Great for both large and small teams with a lot of features and customization. Also since it's so popular, pretty much every major monitoring system integrates with it. API setup is very easy. The only environments where it might not be necessary are non-critical operations or where IT support is minimal, given it is significantly complicated to set up beyond the most basic use case; however, once it is set up properly, it is mostly set-it-and-forget-it.

PagerDuty Support

I have only used support once initially and they were very helpful. Not much more I can say about it.