Item: PagerDuty
Rating: 8
Author: Verified User

Overall Satisfaction with PagerDuty

Use Cases and Deployment Scope

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.

Pros and Cons

Pros

Immediate calls to mobile phones
App integration so you can ACK issues without a phone call

Cons

Setting up the scheduling

Return on Investment

Positive ROI because we are alerted immediately when critical issues take place, limiting downtime!

Alternatives Considered

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.

Key Insights

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

Other Software Used

Schneider Electric Smart-UPs, formerly from APC, Schneider Electric EcoStruxure, Cisco Meraki MS, Cisco Meraki MR, Cisco 1000 Series Aggregation Services Routers (ASR 1000)

Likelihood to Recommend

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

Support Rating

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

Comments

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