Great product for on-call management and alerting.
March 09, 2022

Great product for on-call management and alerting.

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

Overall Satisfaction with PagerDuty

It manages the on-call rotation schedule and escalation. It provides alerts/pages when an issue happens. It allows to resolve the case, acknowledge, assign to another user, snooze, etc. Many integrations are available, such as with Slack, Jira, email, etc. It is quite good at the task that it's designed to do.

Pros

  • Alerting by different means on the phones.
  • Schedule management.
  • Escalation.

Cons

  • Mobile app could be improved, especially scheduling.
  • Alert sequence (which device goes first, etc.) settings are hard to find and manage.
  • Documentation could be improved.
  • Easier on-call management.
  • Creates a sense of urgency for the on-call person (otherwise, the issue escalates), encourages fast replies.
  • The negative impact is increased tiredness of employees if there are too many alerts.
It has definitely benefited, since we are a 24/7 organization and certain hardware and software can never be down. The custom scheduling of alerts and escalation capability greatly helps. In a setting like this, something as reliable as PagerDuty is essential. I haven't seen it being down yet, although I have seen AWS regions go down.
Integrations have worked really well with Jira (tickets are auto-created and auto-resolved when needed), with email, with Slack (alerts others of a status of an issue), and with our monitoring software. We are still working on enhancing this and utilizing this capability more fully. But all in all, I haven't seen anything even close to PagerDuty in functionality.
We get an alert on the phones, see how relevant it is. If it's not urgent or relevant we can snooze it or resolve it. Otherwise, we can acknowledge, work on the issue, and resolve it if appropriate. If other teams need to be involved, it's easy to reassign to someone else.
We have not yet used self-service analytics.
We really have never evaluated anything other than having alerts to go email and setting custom alerting for those emails. PagerDuty is immensely better.
Have not dealt with support so far.

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?

I wasn't involved with the selection/purchase process

Did implementation of PagerDuty go as expected?

Yes

Would you buy PagerDuty again?

Yes

It works great when managing an on-call rotation and having people on-call, especially in a corporate setting with multiple teams. It works well for issues with software and hardware being down, as well as network equipment. Works great with integration and accepts alerts via email, API, slack, etc. It may be less appropriate in very small settings where only one person is on-call.

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