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PagerDuty, a strong friend in situations of discomfort
September 28, 2022

PagerDuty, a strong friend in situations of discomfort

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

Overall Satisfaction with PagerDuty

We want to alert the right people at the right time. This includes mainly alerting on downtimes of our cloud microservices and other issues with a direct impact on our users. We operate a global cloud platform with multiple customers throughout the world and therefore rely on an automated approach to detect cloud-based issues. PagerDuty plays a critical role for us in fast issue mitigation.
  • Managing On call rotations
  • Alerting timely with a very short latency overhead
  • Reducing Alert Fatigue by advanced configuration mechanisms
  • REST API for stakeholder notifications and business updates
  • Debugging of PagerDuty event transformers not possible
  • Incident API might not create incidents even though a http 200 is returned
  • As a central hub for alerts, it enables the global scaling of digital products without increasing the effort to maintain it
  • Increased focus on problem solving and issue mitigation
  • Supports to increase customers happiness by reducing the Mean Time To Repair (MTTR)
To be up and running all the time is a very critical key component we request from an Alert and Incident management tool. Otherwise, issues with the own infrastructure might remain undetected due to alerts not being forwarded. We benefit heavily from the extraordinary good reliability of PagerDuty in our infrastructure.
Since we work with Azure Cloud, we are benefitting from those integrations by sending alerts from Azure to PagerDuty. Nevertheless, the integrations rely on a fixed schema and rarely match our expectations to format the alert information properly. Luckily PagerDuty also provides a javascript-based custom alert transformer that satisfies all our needs.
Automated Incident Response is a helpful feature that can help to resolve a good fraction of incidents. A standard use case would be to resize a virtual machine if technical limitations are reached due to an increased load. In such a scenario, runbook automation helps us to update the size of a machine with a single button click from the smartphone's app.
PagerDuty Analytics is not enabled for our organization (due to privacy reasons)
PagerDuty's focus on escalation policies and schedules shows that the responders are most important. Other tools focus more on the data and technical information and therewith do not match our needs as well as PagerDuty does. We still use Icinga and other tools to recognize issues in the cloud, but for the alert response, all alerts are routed to PagerDuty.
The support is quite good, but we miss the very technical expertise, especially for newly added features. Sometimes bugs are not recognized as such and need multiple different tickets until getting fixed. Besides the very technical issues, support is very kind and of great help.

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

In case you want to get the right notifications to the right persons at the right time, PagerDuty enables you with maximum flexibility to do so. Not only will the developers be notified to solve the problems, but also management stakeholders can be informed and kept in the loop during the root cause analysis and hot fix deployment such that everyone is on the same page all the time.