PagerDuty Operations Cloud Reviews

I've found the the versatility of notifications to be the most valuable feature. With the multiple methods of notification and the escalation policies, we can always be certain that someone will get the message.

We are a transportation company and run 24/7. Communication with our drivers is of the upmost importance. All of our tractors are equipped with on-board computers that drivers use to send and receive messages along with reporting of information at pick up and delivery locations. Receiving this information as close to real-time as we can get is vital. We have developed processes that receive this information and update back office systems. We have also created procedures that monitor when new information is added. If a predefined time elapses with no updates, then it is safe to make the assumption that there may be an issue stopping the process. When this occurs, an event is triggered in PagerDuty and notices are sent out. If there is no response to the triggered event in PagerDuty within a certain time frame, the notification is escalated to the next person.

Drivers also use the on board computers to report certain events, such as an accident. When these types of messages are received, PagerDuty is used to immediately send notifications to our safety department. This allows us to react faster and get safety personnel out to the location if needed.

PagerDuty currently has an app that can be used on a smart phone or tablet that allows you to respond and view stats of the incidents. It would be nice if the app could somehow receive the notification of an incident and allow you to customize the warning method on the device end. Currently, the user can be alerted of an incident through email, text message, and phone call. It would be handy to have the capability to configure the app such that if an incident happens between the hours of 10 PM and 5 AM, it uses a much louder, alarm-sounding noise rather than just a text message and phone call noises.

I have been very satisfied with all functions of the product that I have used. However, I have not used all the functions so there may be some other short comings that I am not aware of.

I had no issues during the deployment.

I had no issues with the stability.

I have had no issuesd with the scalability.

Customer service is very good.

Technical service is very good.

I did not use a previous solution.

Once I got a good understanding of how the system works and what needed to be configured, it was very straightforward. Adding new services and users, as well as implementing into our current systems, was very easy.

We implemented it with our in-house team.

I cannot really put a dollar amount on the ROI, but I can say that we are definitely getting an ROI in our in-house support. Our IT department uses a rotating 24/7 on-call schedule for emergencies. When we are not getting the information from our drivers, it is considered an emergency and will initiate a call to the on-call person. By having PagerDuty send notifications dependent on the actual issue, we can be certain that the correct person will be alerted. In the vast majority of the incidents, the issue is resolved before it is ever noticed by operations.

Do the research before picking a pricing plan. PagerDuty offers a few plans that allow you to only pay for what you need. Know your requirements.

I tie alerts from our GCP tenants to PagerDuty.

PagerDuty's best features are the dedicated application that allows me to reach my engineers immediately and the ability to directly assign specific tasks to individuals and have them report back.

PagerDuty's webhooks need some improvement. In the next release, PagerDuty should include the ability to get raw data about usage and put it on a dashboard.

I've been using PagerDuty for five or six years.

PagerDuty is stable for the most part.

The initial setup can be difficult for those without experience in onboarding.

PagerDuty has monthly and yearly licenses available, the costs of which can get quite high if you have a large number of users. There is also a free version available for a limited number of users.

I would advise trialing the free version before committing to paying for a license. I'd rate PagerDuty seven out of ten.

Whenever we have a server that goes down, we get notified immediately which helps out our clients and all the developers, so we know when we have to log on to bring it back up.

We never found out about the problems with the server unless we had the developers that would call us up saying, "Server's down. Bring it back up." Now we get the phone calls. If we don't answer a text message or an email right away, they'll even call our house phone, the computer will, and tell us the server is down and what server it is. It's helped out a great deal because then we can bring it up right away and then figure out what the problem is after we bring it up.

It handles everything that we do now so if I can avoid the 2 AM phone calls that would be perfect but I know that's not possible. Other than that, nothing else.

It's very stable. We don't have any issues with it.

It is meeting our needs because we have followed between 1,500 - 2,000 servers, so it does meet our needs that we can actually maintain them and make sure everything is up and running.

We've never had a problem with the technical support. We have one person in our office who mainly does a lot of the setting up of it and anytime she has a problem, she can call them and they handle the problem.

We were mainly relying on the clients and stuff telling us when something went down or if we happened to catch it. There really wasn't a solid tool that we were using before.

It wasn't that difficult to set everything up. It's pretty straightforward. You put in the servers, the names, who are the people we're contacting.

We have to look at other vendors. Yes, we did look at other vendors. I don't know which ones they were but they did stay with PagerDuty.

I'd probably give it a 9/10. You just have to be prepared for the early morning calls, but it does give you three ways to be notified. You don't have to worry about being missed. It will take one and go to the next and go to the next and the last one, of course, is it will call up not only your cell phone but your home phone. Good and bad but it does handle what you need it to do.

Most important criteria when selecting a vendor: does it handle all the needs? If it handles everything that we need it, the price is something but it's more that it actually does the job that we need it to do.

We use this solution to alert us to system errors.

The immediacy of the alerts allows us to provide a good user experience to our customers.

 The alerts are immediate in this solution, which allows us to respond to errors quickly.

We are also able to set the escalations level in this solution, which is useful.

This solution works best in conjunction with a proper logging system, which can be an additional cost to organizations.

We have been using this solution for almost three years.

We have found this solution to be very stable.

This is a very scalable solution in our experience.

The initial set up of this solution is very straightforward. The product operates from a list of provided emails that are then included in error alerts. 

All of the configuration, including setting the level of escalations is done from the UI, and deployment only takes 10 to 15 minutes.

We would recommend that any organization looking to use this solution ensures that they have a good logging system in place. This will allow alerts to be set up and trigger properly.

I would rate this solution an eight out of ten.

We use the product for intrusion management.

The product has valuable on-call scheduling, escalation, and incident workflow management features.

They could include incident merging and alert grouping features in the product. It would be efficient for businesses or professional clients to manage multiple incidents instead of notifying all the users.

We have been using PagerDuty Operations Cloud for a month.

I rate the product's stability an eight out of ten.

I rate the product's scalability a nine out of ten.

The initial setup is easy.

We evaluated a few products earlier. We switched to PagerDuty Operations Cloud for ease of use and services.

I rate PagerDuty Operations Cloud an eight out of ten. It requires a technical knowledge to understand the features.

Our primary use case of this solution is for alarming and to mitigate threats in our organization.

The feature I like the most is the alarming.

Something that needs to be improved is adding multilingual support.

PagerDuty is very stable and very reliable.

As far as we've used it with clients, it has been very scalable and we don't have time limits yet. We currently have 20 users, who are IT technicians, operators, and managers. We do have plans to increase our usage in the future, but right now we're mainly using the alarming functionality of the solution.

We haven't used the technical support yet.

The initial setup was straightforward and it took us a few months for deployment. We did everything ourselves and now we have one person responsible for deployment and maintenance. 

Licensing costs are around $700 a month and the only additional costs are phone costs in some instances.

We looked at some other options, including on-site servers, but decided to go with PagerDuty.

I would advise others to make sure it's a good fit for their organization and that you have your internal organization sketched out before you install the product. I rate this a solid nine out of ten.

In the next version I would like to see multilingual support.

I interact with customers and then see the use cases and how they would use the PagerDuty tool and the integrations that come with it. I basically see how the customers will use the product. I then have conversations with the higher members or the stakeholders in the company on what ROIs they would get from this tool and the measurements of metrics, etc.

The inbound integrations that PagerDuty provides with most of the DevOps tools are valuable. 

It's an incident management tool. So, its main functionality is to integrate with monitoring tools. There is a flexible and easy way of integrating with monitoring tools. That's what I have observed in most of the scenarios. It allows us to configure the integration with APIs and plugins as well.

The On-Call Teams feature could be better in terms of levels of conditions related to which team or member should get the responsibility of handling a matter or incident.

PagerDuty can introduce machine-learning concepts for detecting incidents earlier. They haven't implemented that, but that might be on the roadmap.

It has been one year.

It is stable. It is rapidly growing, and all the features are being built in a stable way for the users to work with. I don't see any difficulties in handling any of the functionalities in PagerDuty.

It is scalable. It is used by enterprise customers. Only good planning is required in the initial stages for us to implement it fully.

So far, we have not reached out to their support team. We were able to support the customers with the solution that they needed when they reached out to us.

Most companies these days are partner-led companies. The first hand that goes into support is from a partner. Partners like us support the customers in any P3 or P4 issues. We also help with the P1 issues if they're finding it difficult to manage the application, and in turn, if the partners need support from the PagerDuty support team itself, they get support within one or two hours. So, it is easier for customers to go through a partner.

It depends on the complexity of the environment a customer has. If a customer only wants to track one application, then it's just a straightforward integration. If a customer wants to set up the tool at an enterprise level, there should be a real plan that requires having discussions with all the teams. We need to build a plan and then methodically integrate all the tools one by one. It's not always complex, but better planning helps in configuring these tools properly. In most of the scenarios, it provides us the integrations that are readily built, and we have successfully configured it in most of the customer environments. Overall, I would rate its setup a 4 out of 5.

It's not only the budget that goes into the product. We see all the other factors as well, such as the services that they buy and investments they make in the resources for configuring, working, training, etc. It could help an organization not only financially but also performance-wise in the long term.

I would rate it a 10 out of 10.

I really like the reporting aspects of the solution; they are absolute.

It allows us to reduce the knock, as in how the centralized automated workflow manages urgencies and alerts. This is a big benefit to any company using the product.

I’d like to see some kind of supervising element, the functionality to resolve and allow people to be alerted for supervisors. I don’t think that they are going to address this.

I've used it for four years.

We've had no issues with deployment.

It is definitely stable. Over the course of using it for four years, I haven’t experienced any issues with instability at all.

The product is very scalable and I think others would agree.

I don’t really interact with support at all as we have not had any issues with the product. This is a good thing in my opinion.

In the companies I have been at, the only product used was PagerDuty.

It was pretty straightforward; it takes around two weeks to get done.

We implemented it with our in-house team.

It is a great product for routing tickets and alerts, so it saves invaluable time.

I would highly recommend to sign up to what you need, then if you need anything else you can start branching out.