Successfully used PagerDuty on teams with production support responsibilities

We used PagerDuty primarily to manage on-call rotations across multiple engineering and support teams and to route automated alerts to the correct people in correct engineering teams. We also used it occasionally to route urgent (24/7) customer support requests to the correct people in product support departments. Additionally PagerDuty escalated incidents when they were not acknowledged or resolved promptly, and we used it as a tool to analyze data about the causes of frequent issues.

Yes, we've been happy with PagerDuty's uptime and reliability. PagerDuty is distributed across multiple data centers and not tied to a single vendor, so notifications and alerts have been delivered on-time even during a major outage from a large cloud provider. I was an early user of PagerDuty back in 2012 when they struggled with some of this, but in the last 10 years they have become very strong at avoiding single points of failure.

I've made heavy use of PagerDuty's Slack integration and this has been wonderful for keeping folks aware of issues and incidents in real time. The integration will notify a Slack channel when a new incident is created and every time its status is updated. You can also respond to incidents and manage the on-call schedule from within Slack.

I've also used a number of the various integration channels for sending alerts to PagerDuty and they've all worked very well. It's hard to recommend specific integrations because it depends on what other technologies your company uses, but in general my teams have been very happy with all of these integrations.