Item: PagerDuty
Rating: 8
Author: Neelam Vijayvargiya

Overall Satisfaction with PagerDuty

Use Cases and Deployment Scope

PagerDuty immediately routes all critical alerts to whomever is actively on-call and sometimes if any on-call person accidentally skips the alert of any failure it automatically bumps it up to my team lead.

Pros and Cons

Pros

It groups out similar alerts so instead of pinged 50 time for same alert of error , it shows only one clear incident ticket.
It automatically alert the error failure to another developer in case the on call person accidentally skips.
Every incident and response is logged forever so historically record for training new developers is much easy.

Cons

Setting up initial escalation rules for alerting is bit confusing.
Per user pricing model is there which i think should be based on as per use functionality so we can customise as per our need.
I tried to temporary remove a developer from an active on call rotation and i found it a frustrating process.

Most Important Features

Instead of generic error going to a shared inbox ,this feature ensures that alert goes directly to the exact developer.
It only notifies as a single alert for the same failure alerts as it has feature of smart alert grouping.
It overrides do not disturb mode of mobile and alerts so its easy for us even our mobile is silenced.

Return on Investment

It helps in delivering the right quality in right time of our product and system functionality.
It helps in preventing hours of expensive downtime as it notifies immediately to respective developer.
It also saves our lot of money by helping us fix the broken client integrations before they breach our agreement.

PagerDuty Reliability

PagerDuty has played a very crucial role in providing quality of services to all our customers and clients ,also we are able to save a lot of money bu fixing client integration failure and also it makes our visibility on top always.

PagerDuty Integrations

We have integrated around 70+ api’s in our website code and system so if any failure arises it immediately notify to our developer team and we resolve the issue as soon as possible to resume the services within time period.

PagerDuty Automated Response

If the third party api that power our booking system drops the connection, our system monitors instantly catch the apex error and fire a webhook directly to PagerDuty. PagerDuty then immediately looks at the on-call schedule and pings the developer , overriding their phone silence mode, so the alert can’t be missed.

PagerDuty Analytics

Using PagerDuty has been a help for our team overall efficiency. Instead of constantly reacting to alerts we use the reporting dashboard to actually see which system are causing the most headaches. analytics shows us exactly how much time we were wasting on false alarm from a specific api integration.

Alternatives Considered

OpsGenie

PagerDuty provides indepth analysis of the system failure and it only notify one time instead of multiple times for same system failure notification.

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

Atlassian Jira, Google Drive, InboxAlly

Likelihood to Recommend

I recently created a custom appointment scheduler in salesforce for our sales team and one night a random system update completely broke the meeting links ,without PagerDuty we would not have known until the next morning about the lost meetings. But PagerDuty notified all our developer team about the system failure and we were able to resolve the issue within few hours.

Comments

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PagerDuty for alerting the system failures

Modules Used