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PagerDuty: A Must-Have Tool for 24/7 Operations
November 07, 2023

PagerDuty: A Must-Have Tool for 24/7 Operations

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

Overall Satisfaction with PagerDuty

I manage a team that supports critical applications for a university. Before implementing PagerDuty, we encountered issues overnight and were not aware that there was a service failure until the morning, and/or if students informed us. We paired New Relic with PagerDuty, so that when specific metrics exceed the set thresholds, integration notifies PagerDuty and sends an alert to the relevant on-call support member.

Since implementing, PagerDuty has provided immediate alerting when a problem exists, and has allowed us to restore service (or prevent service loss in some cases) to minimise disruption.
  • Good integration
  • Reliable alerting
  • On-call scheduling
  • Reporting
  • Incident Response Management
  • Complexity. Although the platform is feature-rich, there can be a learning curve for new users. It may take some time to fully harness all of its capabilities.
  • Alerting on-call staff of an issue
  • Establishing rosters, and having the ability to pass a call to another on-call person
  • Easy integration
  • Allowed services to be restored much more quickly
  • One tool to manage alerting and on-call rosters
  • Saved reputational damage to our organisation by alerting us to issues faster
If PagerDuty was unavailable when we had an overlapping service downtime would be quite unfortunate. Luckily, we are not aware of any PagerDuty downtime, and if it has occurred, it has not impacted us.
We have mainly integrated with New Relic, and also utilise the email address function for systems that don't have direct integration. With regard to New Relic, when an incident occurs the relevant policy sends an alert to PagerDuty. Based on the rules in PagerDuty, and alert of the appropriate level is sent )or not) to the on-call person.

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

We utilise PagerDuty to alert on-call staff of application failures, infrastructure issues. security alerts and on-call roster management. It's very versatile and has excellent integration options including the ability to establish unique email addresses for each service. Sending an email to that address will process this email and trigger an alert that corresponds to this email. Setting this up takes minimal time, and allows the scope of the product to be expanded dramatically.

We have also utilised the PagerDuty AI to aggregate alerts, reducing alert fatigue.