PagerDuty is an incident management solution for monitoring systems and triggering alerts. Key features include monitoring aggregation, event grouping, real-time collaboration, mobile incident management, user reporting and live-call routing. It is suitable for support teams, engineering teams, NOC and system administrators of all sizes.
Users get the full-stack visibility and actionable insights of applications, infrastructure and services from a centralized place. On-call scheduling enables organizations to manage resources on critical apps and services that need aid. The collaboration feature enables project members to get real-time notifications through preferred channels.
PagerDuty offers integration with over 150 monitoring tools, deployment and ticketing tools. It enables users to get alerts by phone, SMS, email and mobile apps for iOS and Android. PagerDuty is available through annual or monthly subscription options.
harmandeep singh from New York University
Employees number: 10,000+ employees
Trustworthy notifications with user configurable channels. I like alerts by text and app, with a phone call backup. I don't know what the other guys on my team have set up.
It has a mobile app You can set it override system volume so you can still hear your alerts even if you forgot to turn the volume up on your device Ability to set how many and how often you are alerted before it ends up escalating to the next person.
There is some rigidity to the scheduling which has some obvious workarounds that work for us.
Does currently not integrate with Logicmonitor via the API. - Nobody likes getting up at 2 AM.
Patrick from Symantec
Employees number: 5,001-10,000 employees
We have been able to roll out this tool to our team as well as others that we work along side. It has made it much easier to communicate alerts that are received. It has also significantly lowered the amount of noisy alerts that we receive as well as assist us in not missing alerts when we are not at our desks. A very convenient tool to have.
This tool makes monitoring so much easier by bringing everything into one place.
Easy to use, easy to set up, and already integrated into a lot of existing tools.
Notification preferences, and schedules, and escalation policies make life SO much better!
The terminology is a little hard to wrap your head around.
Has elements that are dependent on others and makes it hard to clean up after you have already set it up.
Kevin from SpringAhead
Employees number: 11-50 employees
Pager Duty overall is a great solution for handling on call escalations for server and environment issues. It makes it easy to integrate with third part solutions to generate actionable alerts for on call engineers. If you are using a product that doesn't natively integrate with Pager Duty (which is rare), you can use their email integration to submit issues that way.
The interface for adjusting the on call schedule could be improved - when updating a schedule to cover an engineer while they are on vacation, it can be really confusing to setup.
Chris from Azusa Pacific University
Employees number: 1,001-5,000 employees
I'm glad my workplace has PagerDuty to ensure our notifications get routed and escalated correctly. We dabbled with alot of other methods and products to do what PagerDuty does and it gets the job done.
Its straightforward, yet flexible, mostly easy to connect with your monitoring service and get using right away. The schedules are not the most flexible, but that probably just creates more consistency. The notification options ensure that your engineers/techs wont miss their notification.
A little costly for small shops for a service that many other services or home-build products can do, but it does it well.
Michael from Opus
Employees number: 51-200 employees
We immediately handled the overflow of noise from Nagios, AppDynamics, Dotcom-Monitor, SCOM(from our dc provider) and were able to drop a cellular device using the centralized phone contact with Pager-Duty. We also were able to put our on-call schedule into PagerDuty to realize immediately who was on-call for what product, in what region. There was a very immediate value add realized from even just trialing PagerDuty.
I tried a competitor's product which was a free notification manager up to 11 people. It took me 3 days to get anywhere with a basic task of integrating 3 of our noisiest alerts. Then I tried the PagerDuty trial and got 2 of our noisiest alerts built out in 1 day. I added 3 more over the next 2 days to go well over the targeted mark. Coworkers were excited to help put time and effort into the system as opposed to the free tool which I couldn't seem to get any traction with. The alerts were immediately available, they were easy to get posting to my cell phone, and adding additional users was a cinch. The tool unfolds and becomes more useful the more time you put into it where some tools you struggle to get right and then you're afraid to make changes.
The UI is a bit quirky in the scheduler which is a pretty important view if you have a rotating on-call shift you're trying to tie down. There was a lot of "can't delete before you delete elsewhere" scenarios where there could have been a "will also delete these elsewhere, are you sure?" scenarios. What you gain in ease of use and stability in the mobile platform you lose in overall functionality, it is simple almost to a fault and while it seems silly there's no skinning of the mobile app to better suit your personality in a hyper-customized world. I'll know shortly if they're willing to go longer but they seem to be sticklers for the exact trial length + only a little. Corporations interested in putting in a full month long or longer trial that may need that amount of time to show value, create a SOW, and have a PO issued may be stuck in limbo for a few weeks.
Our experience has been good, but it all depends on your implementation. If you don't plan your implementation and set your rules properly, you're going to have a bad time. Read through the implementation guides and best practices before you pull the trigger on making this product live.
PagerDuty makes it so easy to set up your paging rules and schedules as well as integrate it with your monitoring solution. We use it with What's Up Gold and it does a wonderful job of making sure that the right people are informed of an outage.
Sometimes if there are multiple alerts in a short amount of time, you can get overwhelmed with notifications and phone calls. I've been in the situation before where when being paged multiple times at once, I couldn't actually acknowledge the pages because my phone kept getting called over and over again for different alerts.
It has been able to do everything I have wanted. API integration to email integration, it has worked great.
Not much negative to say, it's a straight forward and easy to use software.
laura from Genpact
Pager Duty consists of quite simple set up. It provides quick alerts for all sorts of incidents. It is integrated with the most common and famous monitoring and technology sites which is considered to be the most interesting feature. This is the straight forward app that works very well. It's feature of text messaging and phone call are equally helpful. Simply by login on call process, one can easily see schedule for all the team workers involved.
There are not any downsides of this software. One of the issue is setting up escalation levels in the beginning seems to be difficult. While integrating our support, it takes quite long time to make sure whether it is working correctly.
PagerDuty lets track down incidents in a very efficient manner. I get phone calls whenever a critical incident happens, no matter where I am (as long as I have my roaming phone with me). Setting up escalation policies is also a great feature.
The UI/UX is not super intuitive (especially in the mobile app), but overall experience is positive. I'd just suggest PagerDuty team works on the UI/UX improvements.
CANH from IBM
Employees number: 51-200 employees
Help us to respond on time customer incidents. With multiple level responding configuration, we can believe we don't miss any urgent incidents.
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.
In the case where a person answers "Acknowledged", I would like it to have an easier way to temporarily turn off repeated alerts.
Victoria from Health Catalyst
Employees number: 201-500 employees
Knowing that you will get notified if a High priority ticket gets in the queue (without having to pick at your phone every time you get a work email like it used to be before PagerDuty).
You can login and see the schedule for all the teams involved in the on call process. It is nice to be able to find out not only about the current week, but the future on call times as well.
The reminders when your on call turn ends. I see the need for the reminder when starts, but I don't really see the point of the reminder when it ends.
John from PayTrace
Employees number: 51-200 employees
Our team benefits through better management of our on-call schedule
I like the app and the notifications that are available. Additionally, it is very easy to go in and modify notification rules, phone numbers, etc.
locating the correct on-call calendars is a bit cumbersome. The UI is a bit busy making 'first glance' assessments difficult
francis from AFRICA CENTER FOR WOMEN INFORMATION COMMUNICATION AND TECHNOLOGY
Integration with various networking softwares made it easy to effectively response on down time issues on time.
For beginners it can be very difficult to use because of the long documentation and installation was difficult at first.
PagerDuty has a nice way to schedule primary and secondary on call support and notifies the person when they're on call or off call. Also, Slack integration!!!
I would like to see PagerDuty mobile app allow users to add and customize alerts with email, text or phone calls.
It is a dynamic alerting tool that fits my entire organization's needs across several technical business lines.
It takes some tweaking to your alert schedules to ensure you are not getting over or under alerted when you are on call.
If you don't have a 24-hour support center/team, this is a great tool to manage your queue in after hours scenarios.
Very simple to manage and make adjustments to the operational flow for our team. The app is straightforward and works well. Text message and phone call features also are very hepful.
The setup wasn't the easiest. Integrating our support took a little time to ensure that it was functioning correctly.
Daniel from Whole Foods Market
I like that it's simple to use and does it's main job well. I get alerted properly and it's easy to acknowledge incidents.
I believe the functionality could be a little cleaner and more enhanced. I'd like to see it integrate with our ticketing system better.
Sagar from Trustgeek
We have been using this for creating alerts for various issues from our infrastructure for less downtime of our services.
The platform still has much to go to meet what we software engineers have been working with. The general user and developer perspective of the use case is confusing in times.
Pascal from Nuglif inc.
Employees number: 51-200 employees
Great and simple api. PagerDuty will fit easily with pretty much any software.
Great feature for people on duty to select the proper way to reach them. SMS, email, phone call ....
Escalation rules are sometimes really hard to properly configure.
Is it difficult to see in what order people will be called
It hooks into services like New Relic and Node Ping, provides many different ways to notify an individual if there's an alert, and has a good escalation policy for un-acknowledged alerts.
The UI can be confusing at times, when you want to see a calendar of who is on call, it seems to be mixed up with many other teams and there's no easy/fast way to just see my own team.
Filip from Castle Intelligence
While not super easy to setup, it's generally a one time things. Once you've configured PagerDuty you're free to explore all the integrations available. We use it connected to our AWS monitoring, DataDog, Rollbar and bunch of custom integrations.
PagerDuty also helped us reduce to amount of alerts - it's easy to go to far, and being woken up in the middle of the night for something completely irrelevant helps you make better decisions about platform monitoring.
Not all the escalation rules are clear. Editing schedules could be easier - if you do that on a one-off basis it's usually by trial and error.