Item: PagerDuty
Rating: 9
Author: Shivanand Labbi

Overall Satisfaction with PagerDuty

Use Cases and Deployment Scope

We are using PagerDuty as our primary application in monitoring task which we integrated with nagios whenever any alerts triggered we get an pager call message and email via PagerDuty application, We totally dependent on this application for alerting for all our critical applications.

This product is best suited for the alerts monitoring purpose based on oncall schedule.

Pros and Cons

Pros

Send an email/call/message whenever it gets an alerts to respective recipients without fail
It has proper oncall schedule and management is very easy.
PagerDuty allows us to multiple third party apps like nagios and Jeera very well.
Auto-recovery of alert feature is a good add-on.

Cons

PagerDuty is expensive as compared to its competitors in the market and Its integration lacks some features like easy set up
It has a way to improve its configurations so that a user with zero technical knowledge can understand it
Auto-recovery of alert feature sometime fails and it needs some improvements.

Most Important Features

Auto recovery of alerts
Oncall scheduling
Service direcoty -It helps lot during RCAs

Return on Investment

It has given positive impact by alerting us on time for all the alerts we get during monitoring without fail.
Auto recovery feature takes some more time then expected.
It has very well escalation matrix for alerting system which helps a lot.

PagerDuty Reliability

Yes, It has high reliability and it never caused downtime for us especially during my 5 years of experience with this product. I was not under any situation where nagios picked up an alert and PagerDuty missed to update us via call or message. It helped for our client also for not missing any alert which might have caused critical alert.

PagerDuty Integrations

PagerDuty has better integration capability where in we are currently integrated it with Nagios, Jeera, Salesforce, Jenkins so with all this integrations we are able to manage our product management very efficiently and also it benefited us for our proiduct which we support and it works very well without any issues also it has good reliability.

PagerDuty Automated Response

We have designed the PagerDuty in 6 level escalation matrix so it works very well when we gets an alert it hits calls and messages to level 1 supports and in next 5 mins level 1 is not getting acknowledged it triggers a call to second level in same way it work till last matrix also every 30 mins of alert duration it retriggers.

PagerDuty Analytics

We use PagerDuty dashboards and Analytics to analyse during root cause analysis process majorly and also we use the analytics to reduce the number of alerts for giving fixes for repetative alerts so it helps to reduce alerts counts also for monthly reports we use this dashboards for tracking purpose as well.

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

Nagios XI, Jira Software, Jenkins, Docker, Salesforce CMS

Likelihood to Recommend

PagerDuty is SaaS based alerting systems allowing
companies to use for their in house technology for incident response. - It
provides the real-time monitoring for all the infrastructure and services by
generating calls and emails as needed. It also provides a lot of integrations
with other products for example Jira, Nagios and Slack. PagerDuty has a level of escalation setup
that allows incidents to follow a process chain which benefits a lot in
escalation matrix. PagerDuty features
like SSO, Role based Access are really a good add-ons which ease our usage and
also initial setup.

Comments

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Good Oncall partner- PagerDuty

Modules Used