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simple and efficient tool for on-call support
What do you like best about the product?
Easy integration with all the alerts from Splunk, AppD, NewRelic. Maintain primary secondary on call schedule
What do you dislike about the product?
Not the tool but being in on-call is a pain :-)
What problems is the product solving and how is that benefiting you?
We maintain primary secondary on call schedule for our support team
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Useful service to escalate issues
What do you like best about the product?
Pagerduty is a useful tool for managing the on-call schedule and quickly notifying users of incidents. Pagerduty also has a nice api that I have used in my own tools.
What do you dislike about the product?
I have not run into any major issues so far
What problems is the product solving and how is that benefiting you?
Pagerduty helps us to know who to contact and who should have elevated privileges
PagerDuty listens to feedback, and has great insight to on-call concerns within the industry.
What do you like best about the product?
Reliable service, clean API, and numerous integrations.
What do you dislike about the product?
Analytics tools still need work, however we are working with PagerDuty on this and they are listening to our feedback.
What problems is the product solving and how is that benefiting you?
Make sure the right people know about issues when they are happening. We have reduced incident volume by 90% since introducing PagerDuty to the team.
PagerDuty makes us look good
What do you like best about the product?
Quick and reliable alarms when urgent tickets are raised, no matter where we are.
What do you dislike about the product?
A lack of consistent SMS and Source Phone number for New Zealand.
What problems is the product solving and how is that benefiting you?
On-Call staff notifications via iPhone push notification, and phone call for urgent server monitoring alarms. The ability to rotate calls between staff is fantastic — if our primary on call staffer doesn't acknowledge an alarm for whatever reason, we can be sure someone on the roster will get the alarm. We use the Slack integration heavily and can easily keep track of exactly how long it takes to respond and resolve an incident, and have been able to use these metrics to significantly improve our response and resolution times.
PagerDuty
What do you like best about the product?
It's hard to pick one thing. Everyone at the company is very supportive and the product is awesome and continues to grow with features, so much so that it's almost outgrow it's name (though I recommend not changing it). It way more that a notification tool, its and event correlation tool, notification tool, Incident Management tool and so much more.
What do you dislike about the product?
Admin reporting, though the support staff are quick to run user reports for you, it would be more useful it I could run my own reporting. Though I'm sure I can create my own reports through the robust API.
What problems is the product solving and how is that benefiting you?
First and foremost it started as a simply notification tool but quickly is growing into an Incident and Event correlation tool
Recommendations to others considering the product:
Consider a PagerDuty owned and develop customer Status Page. There are products out there already but I feel PagerDuty could not a much better job that the products already on the market. I rather have all my notifications coming from the same tool.
My experience using PagerDuty
What do you like best about the product?
I love the amount of stuff that pagerduty can do. I like the scheduling, being able to edit it very easily. What I like most is the live chat. Very informative, kind, and quick response time.
What do you dislike about the product?
I think the layout could be a little more user friendly. It seemed like I had to investigate too much in order to find things that I needed.
What problems is the product solving and how is that benefiting you?
I am currently using it for debugging. The benefit is that I can link it to our chat channel, and be instantly notified if something is going wrong so that I can fix it promptly.
Love PagerDuty
What do you like best about the product?
PagerDuty is customizable which is perfect for our environment.
What do you dislike about the product?
I dislike that we don't utilize all the different modes.
What problems is the product solving and how is that benefiting you?
We use PagerDuty for our after hours "on-call" duties. This allows us to be on top of incidents and get the correct people responding quicker than a call tree or other options.
Assigning incidents to right people at right time
What do you like best about the product?
A powerful alerting mechanism helps quickly connect security incidents and outages to right people.
I love the way it is designed to escalate incidents to people at many levels. It guarantees that an incident must be notified to at least a right person.
I love the way it is designed to escalate incidents to people at many levels. It guarantees that an incident must be notified to at least a right person.
What do you dislike about the product?
In the case where a person answers "Acknowledged", I would like it to have an easier way to temporarily turn off repeated alerts.
What problems is the product solving and how is that benefiting you?
We are in cloud services business. Any application and/or cloud service that is down for a long time can cause customers and revenue loss. So PagerDuty is a too important tool to us.
Consolidated Incident Resolution
What do you like best about the product?
Pager Duty has a plethora of built-in plugins that have made integration a breeze.
What do you dislike about the product?
There is a learning curve when it comes to creating the desired state of alerting, calling, email, text and app notifications. In the first few months, it can tend to be a bit overwhelming until the alerting components are reigned in.
What problems is the product solving and how is that benefiting you?
By far the greatest benefit from PagerDuty has been the ability to consolidate a majority of our alerting tools to one software. The incident resolution tool is excellent for providing transparency across teams.
PagerDuty is reliable, albeit slightly convoluted at times.
What do you like best about the product?
After using PagerDuty at multiple companies for several years, I can honestly say I don't believe I've ever experienced a missed notification. It's quite reliable, and the having the API is extremely useful.
What do you dislike about the product?
The way the schedules / services / escalation policies / etc is structured can be a little convoluted at times, and sometimes results in the need for rather complex configurations to accomplish some fairly common schedules. The API also returns unexpected results, for instance setting certain constraints (escalation policy for example) will return results from other escalations as well, and I'm not entirely sure what is going on. I end up doing more filtering on the client end, which I think shouldn't be necessary.
What problems is the product solving and how is that benefiting you?
Obviously service outage notifications. Also with use of the API we are able to get good data on our outage metrics.
Recommendations to others considering the product:
Setup and configuration can take some time, especially if you have large numbers of teams, any sort of complex schedules, etc. If you rely heavily on API use, it is there and fully featured, but the caveats are query constraints sometimes don't constrain as much as one would hope / expect, so just be aware when working with the API. Overall though, very solid service, and in my person experience of over 5 years as a customer, it's been extremely reliable. I've relied on it for notifications of problems with live production services, and it's never failed to deliver a notification, never had any issues in that area at all. In my opinion, the reliability of notification is the thing that makes this service the only one to use if you have a serious production service for which you can NOT afford to miss a page.
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