We primarily use this solution to track alerts from our cloud environment and monitor and respond to alerts on our cloud platform.
Technical Support Engineer at Tek Experts
It helps us track alerts in our cloud environment, but the user interface could be more intuitive
Pros and Cons
- "The initial setup is straightforward."
- "The user interface could be more intuitive."
What is our primary use case?
What is most valuable?
The ease of having it on a mobile phone is valuable. We can always track incidents wherever we are, even away from our computers. Additionally, the escalation feature for incidents to senior engineers or other people is very useful.
What needs improvement?
The user interface could be more intuitive. Initially, when we started using it, we had issues viewing some options because we had information issues in my role as an observer, not the responder. Therefore, I couldn't view buttons like acknowledgements because they were not showing up.
For how long have I used the solution?
We have been using this solution for approximately three years.
Buyer's Guide
PagerDuty Operations Cloud
November 2024
Learn what your peers think about PagerDuty Operations Cloud. Get advice and tips from experienced pros sharing their opinions. Updated: November 2024.
816,636 professionals have used our research since 2012.
What do I think about the stability of the solution?
The solution is stable.
What do I think about the scalability of the solution?
The solution is scalable.
How are customer service and support?
Our technical support is not directly from PagerDuty. Instead, it involves us rotating within the teams within the organization.
Which solution did I use previously and why did I switch?
We previously used Dynamic which is similar to PagerDuty but with more Microsoft resources.
How was the initial setup?
The initial setup is straightforward.
What was our ROI?
With the number of features we get, I believe it's a handy tool that is worth the money, so it's a great return on investment.
What other advice do I have?
I rate this solution a seven out of ten. The solution is good, but the user interface could be improved. I advise new users to spend time reading documentation or about the type of features to understand how it works and how to set it up.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Last updated: Mar 21, 2024
Flag as inappropriateProduct Engineering Director at Ace Pointer
Extremely stable and easy to set up, but can not be integrated with other standard tools
Pros and Cons
- "The most valuable feature is the phone app that allows us to send notifications without the additional fees when sending by SMS or phone calls."
- "The product can be improved by including out-of-the-box integration with other standard tools used in our fields such as Confluence, and Jira."
What is our primary use case?
The primary use case of the solution is to alert the on-call person when there are any critical errors or when the servers are down. It is also used for the on-call scheduling of personnel.
What is most valuable?
The most valuable feature is the phone app that allows us to send notifications without additional fees when sending by SMS or phone calls. There is also an escalation metric that allows any alert that goes unanswered to automatically move on to the next person on the list.
What needs improvement?
The product can be improved by including out-of-the-box integration with other standard tools used in our fields such as Confluence and Jira.
For how long have I used the solution?
I have been using the solution for five years.
What do I think about the stability of the solution?
The solution is stable and we haven't had any missed alerts in the five years of use.
How was the initial setup?
The initial setup is straightforward.
What about the implementation team?
The implementation was completed in-house.
What's my experience with pricing, setup cost, and licensing?
The cost is based on the package you select.
What other advice do I have?
I rate this solution seven out of ten.
I recommend anyone looking for an alert solution to try out other similar products such as Opsgenie. Opsgenie is more user-friendly out of the box and is available at a lower cost.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Buyer's Guide
PagerDuty Operations Cloud
November 2024
Learn what your peers think about PagerDuty Operations Cloud. Get advice and tips from experienced pros sharing their opinions. Updated: November 2024.
816,636 professionals have used our research since 2012.
Director at a computer software company with 1,001-5,000 employees
Has alert deduplication and noise reduction for alerts and is stable
Pros and Cons
- "Alert deduplication and noise reduction for alerts are the major features that I found useful."
- "It is a very non-customizable product, so you cannot add things like root cause analysis or the classification of incidents based on the area where you are getting more incidents. For example, if you're getting a lot of database issues, that may be an are you want to probe."
What is our primary use case?
The two major use cases were alerts for events and scheduling of engineers to get pages based on incidents.
What is most valuable?
Alert deduplication and noise reduction for alerts are the major features that I found useful.
What needs improvement?
It is a very non-customizable product, so you cannot add things like root cause analysis or the classification of incidents based on the area where you are getting more incidents. For example, if you're getting a lot of database issues, that may be an are you want to probe.
There aren't any capabilities to integrate with any problem management issues, like repetitive or high impact issues to deep dive and track them in the PagerDuty system. That is, I would like to see integration of problem management with incident management. That would be one nice feature to have.
What do I think about the stability of the solution?
It is a stable product.
What do I think about the scalability of the solution?
It's scalable. We had 120 users.
Which solution did I use previously and why did I switch?
We used Evanios and switched to PagerDuty because deduplication of the alerts was not occurring in Evanios.
How was the initial setup?
The initial setup was not very difficult. It took us about four months to set it up because we were trying to make PagerDuty fit to the best possible use cases that we had. We also had quite a number of alerts to move.
I'd rate the initial setup process at three out of five.
What other advice do I have?
Set your objectives and have a plan regarding your goals, timelines, and what you want to achieve. Figure these out in terms of the implementation of the tool and whether your objectives will be met by the tool.
Overall, I give PagerDuty a rating of eight on a scale from one to ten.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Lead Architect, DevOps at a pharma/biotech company with 10,001+ employees
Valuable feature allows alerts to be added as services but be prepared for false positives
Pros and Cons
- "The solution's most valuable features are that it adds each alert as a service, has good scheduling capabilities, and includes the ability to write logic based on texts."
- "The solution does not code all alerts correctly so sometimes you get false positives or multiple alerts for the same issue."
What is our primary use case?
I use the solution as for log aggregation, scheduling, and filtering out false positives.
What is most valuable?
The solution's most valuable features are that it adds each alert as a service, has good scheduling capabilities, and includes the ability to write logic based on texts.
What needs improvement?
The solution does not code all alerts correctly so sometimes you get false positives or multiple alerts for the same issue.
More adaptive machine-learning logic would help to correlate incidents.
For how long have I used the solution?
I have been using the solution for four years.
What do I think about the stability of the solution?
The solution is stable with no issues.
What do I think about the scalability of the solution?
The solution is scalable.
We currently have 300 users in our company and plan to increase usage.
How are customer service and support?
Technical support has been good.
I rate support an eight out of ten.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
I previously used OpStream without the tariffs.
How was the initial setup?
The setup is straightforward and there is no real deployment because the solution is ready to operate immediately.
We only need to manage integration to the solution.
What about the implementation team?
I implemented the solution in-house.
What was our ROI?
Our company has already achieved ROI because different tools can alert to a single system and that is very efficient.
The solution removes the need for multiple systems and handling alerts at each phase.
What's my experience with pricing, setup cost, and licensing?
The solution is paid on a monthly basis and represents about 1% of the platform's budget.
What other advice do I have?
If you are considering the solution, it is important to have a clear idea of the services you want it to report, a defined service schedule with registration policies, and a filtering plan in place to decrease false positives.
I rate the solution a seven out of ten.
Which deployment model are you using for this solution?
Private Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Tier 4 Support Team Leader at a comms service provider with 10,001+ employees
People can fire an email to an on-call email address and the current on-call will be notified - very helpful off-hours
Pros and Cons
- "A cool feature is that it helps us to understand the flow of the alert. If the alert was coming to the current on-call and he didn't catch the call or didn't notice it for any reason, it starts being escalated automatically, according to the escalation schedule, or to other teammates. You can see the flow very easily on your phone or via the website, if you want to do a post-mortem."
- "There is room for improvement with the time schedule. The way the schedule currently works is you assign all the team members in one schedule and it automatically spreads them around throughout the schedule... It would be better to be able to edit the schedule and place my team members where I want, or at least to have that option in addition to the automatic process."
What is our primary use case?
The most common use case is the result of alerts coming from a monitoring system, like New Relic or Nagios, alerts that we define as critical. They are alerts where we need someone to get on a bridge or to start working on them during the night. Once such an alert is firing, it fires a PagerDuty alert and it triggers the current on-call who is scheduled in PagerDuty's schedule.
The on-call person acknowledges the alert and looks into it to understand what is going on and to update, via PagerDuty, what the status is. The update will be sent to all the groups that are part of the PagerDuty schedule until the issue is resolved.
We mostly integrate it with other monitoring tools like New Relic or Nagios, or we are using their email integration for on-call processes to page people in groups. We also use it for Sev 1 issues that are coming from alerts from New Relic or from Nagios or other monitoring systems.
How has it helped my organization?
When my team is needed immediately, instead of people trying to catch someone on the phone or by email during off-hours, it's easier to use this kind of service. People can just fire an email to an on-call email address and it will catch the current on-call who knows he has to be available at that time.
Also, because we are not a large group and we do not have our eyes on glass 24/7, we need to have one on-call available for several projects. The current on-call may not always understand why a project is firing an alert, but he will know how to easily reach the person who is the focal point for the project in question.
Also, most of the time, the teams that want to engage my team are not so fluent in English and it's easier to understand someone via email. But my team is not always in front of their emails. PagerDuty is doing the bridging between the email being sent that asks for help and those who can provide the help. PagerDuty calls our on-call and he answers the phone and understands that there is a real issue. After that, he reads the email or looks in the body of the pager message and gets an understanding of what the issue is, and engages the focal point.
What is most valuable?
It's a tool for incident management, to help us understand what happened during an alert. A cool feature is that it helps us to understand the flow of the alert. If the alert was coming to the current on-call and he didn't catch the call or didn't notice it for any reason, it starts being escalated automatically, according to the escalation schedule, or to other teammates. You can see the flow very easily on your phone or via the website, if you want to do a post-mortem.
The solution’s alerting functionality is very good. It does the job. It's not that it only works sometimes. It works every time it needs to. It also knows how to close alerts that are closed from the monitoring system and you can easily close and acknowledge alerts via your phone even if you don't have the mobile app. You can do it with an SMS. So at 2:00 a.m., it's very easy to navigate an incident.
The email-for-alerting integration is also valuable. If there is a team that needs my team, they can easily send an email with the subject and why they want us to be on board and that we should start investigating an issue. Instead of how it worked in the past, when they would call the on-call number and start talking and try to explain what is going on, they just send an email and it pages the current on-call who is scheduled. It's very nice and easy.
While using PagerDuty hasn't resulted in a decrease in issues, it has allowed us, in combination with the monitoring systems, to know about issues before customers are alerting us. If a monitoring system was only sending emails, those emails could be missed among thousands of emails. But if we create alerts in New Relic, which integrates with PagerDuty, and we get a call from PagerDuty, it's much better. By not missing an email, it allows us, during working hours, to engage with other teams or to resolve the issue without causing problems to our customers. Issues can be resolved before someone notices.
It is more the monitoring systems that can point out problems to be addressed before they become worse, but those systems are not really able to do more than send us an email. Without the integration to PagerDuty, issues that are defined as critical could be missed.
What needs improvement?
There is room for improvement with the time schedule. The way the schedule currently works is you assign all the team members in one schedule and it automatically spreads them around throughout the schedule. Due to that, I need to do extra work to adjust it, due to specific team needs or how I'm staffing my team. It would be better to be able to edit the schedule and place my team members where I want, or at least to have that option in addition to the automatic process. I find myself redoing the schedule often. Every month I need to make another schedule. It's not so bad but it could be improved.
For how long have I used the solution?
I've been using PagerDuty for more than three years.
What do I think about the stability of the solution?
It's always up. We haven't faced any issues with the PagerDuty platform. In that sense, it hasn't affected our operations at all. But if there were an issue with PagerDuty, I can see how it might be like Murphy's Law and that the issue would happen at a time when we needed PagerDuty to be working. That would not be good for a group like ours that operates several main projects, projects which impact a lot of customers all over the world. So the availability is very important for us.
What do I think about the scalability of the solution?
We haven't had any issues with scaling up.
Currently we don't have plans to expand our usage, we are good with what we have. But we are using it very often, with like the alerts, mostly on the weekend. And when there are crises we get alerts that come through PagerDuty.
How are customer service and technical support?
I myself have not had to work with support very much, but I understand from my team that they are good and have solutions. Someone in particular from my team had to work with their technical team and they helped him a lot. If we find issues or we have suggestions for improving the solution, they're very responsive.
How was the initial setup?
I wasn't involved when they implemented PagerDuty, but I don't think the company had to implement anything here. It's a SaaS service and the integrations are through integration keys, and that is something I do for each project. It's simply that you have service, you can log in, and do what you want to do.
They just gave us the license key, we got access, and we brought our team into PagerDuty by sending them each an email to log in.
The integrations with our monitoring tools took five minutes. It's very easy. And they have a lot of integrations. If you have a specific tool that you need to integrate with, you can always use their email integration, where your tool will send an email to a specific address and PagerDuty will fire the alarm.
And we don't need to maintain PagerDuty. It's a SaaS service so the only thing we need to do is create a schedule and, if there is a new integration, to set up the integration. It's not something that you need to be doing every day.
What was our ROI?
I think we have had a return on our investment but I can't give you actual numbers. It has prevented a lot of potential crises for our customers. We catch things before anyone else knows about them. We are based in Israel while 90 percent of our customers are in the U.S. So we know about customer-facing issues, local time, before they are felt in the U.S. The main functionality is that it calls us for critical issues and outages. It's very helpful and has reduced customer complaints and issues that could cause us to struggle.
What other advice do I have?
I don't use the solution's analytics very much. I only use it at the end of the year if management wants to see its usage and the capacity of my team.
We have about 60 to 80 users of the solution. Most of them are support engineers, developers, and some managers.
Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
Sr. DevOps Engineer at BairesDev
Integrates well, stable, and good support
Pros and Cons
- "The most valuable feature of PagerDuty is its integration with other tools, such as Amazon AWS, to receive notifications or create automatic instances."
- "PagerDuty could improve the event orchestration by enhancing features, such as easier condition setup inside the orchestration."
What is our primary use case?
I use PagerDuty for incidents, event orchestration, alerts, and creating services.
What is most valuable?
The most valuable feature of PagerDuty is its integration with other tools, such as Amazon AWS, to receive notifications or create automatic instances.
What needs improvement?
PagerDuty could improve the event orchestration by enhancing features, such as easier condition setup inside the orchestration.
For how long have I used the solution?
I have been using PagerDuty for approximately six months.
What do I think about the stability of the solution?
PagerDuty is stable.
What do I think about the scalability of the solution?
We have 20 people that are using PagerDuty.
How are customer service and support?
I have contacted the support from PagerDuty and they were very good.
I rate the support of PagerDuty a five out of five.
How would you rate customer service and support?
Positive
How was the initial setup?
The initial setup of PagerDuty is easy. It only takes one day to set up.
What's my experience with pricing, setup cost, and licensing?
There is a license needed to use PagerDuty.
What other advice do I have?
My advice to others is for them to use API reserves and API rest to test the payloads before putting them in production. To understand better the PagerDuty communication. For example, they can use Postman to create APIs and then create a payload. It's a useful tool to test with PagerDuty.
I would recommend this solution to others.
I rate PagerDuty a nine out of ten.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Data and integrations director at KnowBe4
It has allowed us to identify issues and incidents within the infrastructure that we wouldn't have noticed otherwise.
Pros and Cons
- "PagerDuty's notification process is the most valuable feature."
- "I would like the UI to be more intuitive. I would like to be able to group or color-code the discoveries. When you create a system, you have a listing of all the different configurations. You can list them by teams, but some additional color coding would be helpful. I would break it down by incident controls. In other words, it should be broken down it into response teams and engineering divisions."
What is our primary use case?
We use PagerDuty for incident managment. We're looking at integrating PagerDuty with Rundeck in the future.
How has it helped my organization?
PagerDuty has allowed us to identify issues and incidents within the infrastructure that we wouldn't have noticed otherwise.
What is most valuable?
PagerDuty's notification process is the most valuable feature.
What needs improvement?
I would like the UI to be more intuitive. I would like to be able to group or color-code the discoveries. When you create a system, you have a listing of all the different configurations. You can list them by teams, but some additional color coding would be helpful. I would break it down by incident controls. In other words, it should be broken down it into response teams and engineering divisions.
For how long have I used the solution?
We have been using PagerDuty for about five years.
How are customer service and support?
I rate PagerDuty support 10 out of 10.
How was the initial setup?
PagerDuty was deployed before I joined the company. Finding the information about what I wanted to do was complex, but it was straightforward once I found what I needed. Overall, it has been a fairly easy solution to use and maintain.
What was our ROI?
We have seen a return.
What's my experience with pricing, setup cost, and licensing?
I think the license costs around $30 per person.
What other advice do I have?
I rate PagerDuty nine out of 10.
Which deployment model are you using for this solution?
Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Manager, Service Delivery at Coherent Capital Advisors
A stable solution that saves time and easily integrates with other solutions
Pros and Cons
- "The product easily integrates with other solutions."
- "It’s quite hard to reach the support team."
What is our primary use case?
The solution is used to alert the on-call users if we have priority-one or business-critical issues.
What is most valuable?
The product easily integrates with other solutions. We can do automation. The product is used for alerting.
What needs improvement?
It’s quite hard to reach the support team.
For how long have I used the solution?
I have been using the solution for more than two years.
What do I think about the stability of the solution?
I haven’t faced any problems with the tool’s stability. I rate the stability an eight out of ten.
What do I think about the scalability of the solution?
Around 20 people, including users and stakeholders, use the product in our organization. I rate the scalability an eight out of ten. The scalability is good.
Which solution did I use previously and why did I switch?
I have used AlertFind and Opsgenie. It is easy to integrate PagerDuty with other applications like Jira, AWS, and Microsoft Teams.
How was the initial setup?
I rate the ease of setup an eight out of ten. The product is deployed on the cloud. It took us a few hours to deploy the tool.
What was our ROI?
The tool saves at least 20% of our time.
What's my experience with pricing, setup cost, and licensing?
The price is very high. I rate the pricing a six out of ten. The license for stakeholders is very limited.
What other advice do I have?
Overall, I rate the product an eight out of ten.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Updated: November 2024
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