The software just works. We have had almost thirty thousand alerts flow through PagerDuty since we first started using it. The software completely replaced a rather broken SMS / Email alert chain overnight and has been by far the most valuable product we have purchased for keeping our system uptime levels where they need to be.
Lastly a personal experience which I will always cherish. It's a snowy winter day and you're on call, but you needed paperless, and cat food, and pedlyte and diapers and other bits, so you took your 2 year old to a big box store. You're all the way at the back of the store and your phone goes off with "Something's broken... Something's Broken... It's your Fault! ... It's your Fault!..." In the box store, with a full cart and a toddler.
Next thing you know... you're flying through the box store to the front, diapers falling out of the cart, sippy cup lost, toys missing, and toddler singing along with your phone since he now knows the words quite well. Get to the front, abandon the cart, the two children's voices still going full tilt, and get out to the parking lot just in the nick of time to production by ninja resizing a set of boxes as they are almost to the point of falling all over themselves.
No one noticed. Thanks to PagerDuty.
And now I'm *still* known as "The Something's Broken" dude by the managers of that store. They sing it to me every time I'm there 2 years later.
Integration with CloudWatch, webhooks, Jira is outstanding, functional, and reliable. The application has gotten better over the years I have used it.
Handles real issues in real time with everything you need
Allows on-call individuals to customize their notification scheme to fit their life. Having full control over when, where and how you are "dinged" is just awesome.
It's a little expensive per user if you need simple API things. The rule set for routing isn't as good as VictorOps for the same price point.
PagerDuty is missing a "default route" option like VictorOps has. This is minor, because it's rather trivial to setup an extra account and use that "extra dummy account" as the "Default". I'm counting this as a "con" since we have had to do this for every single deployment of PagerDuty I've worked on where we wish to have alerts go to a team, but not actually notify anyone.
Lastly, business-hours-only alerting is a little weak. (Maybe it has gotten better.) Every implementation I've found, we need to have some sort of queued' alerts which we don't want to wake us up in the middle of the night but we want to or need to know about next business day situation we have had to work hard to implement in PagerDuty.
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.
As much as i hate to see a call from pagerduty, i know its doing its job. Its served the purpose well, its rare that we have to login and change settings since you can ack and resolve from phone, or slack.
You could add snooze option to the slackbot, that would be awesome!
- The flow of events, mainly. How it goes from Triggered, to ACK, to resolved with snooze options, it feels natural.
- Notification flow: How I can set up to notify my phone, wait two minutes before texting me, and wait five minutes before calling me.
- Slack integration
- Configuration can use some redesign. Its hard to find some settings sometimes. I told a coworker about updating notifications, and it took them a while to figure out where they can do that.
- Some important features are hidden behind a higher tier plan, eg: analytics.
We were tired of paging everyone all the time on things going down or coming back up. Now it pages one person during business hours only. Also if the server comes back up it'll close the ticket for us and resolve the call. Our admins can now sleep at nights and not have to respond to every page with people trying to figure out who is handling the situation.
Most? There are so many features with pagerduty. I like it only alerts one person on call instead of the old way we use to page people. We use to page everyone on everything. Now it's just the person on call and he doesn't respond it goes to the next person. Very nice setup.
Scheduling times is a bit difficult for me to grasp, but once you figure it out you only have to set it up once.
PagerDuty gives us peace of mind. With PagerDuty it's great to know that the right person will be contacted as soon as a production incident is logged. Keeping track of who is on support is no longer a hassle. I can't imagine us managing production support without it, especially considering the fact that the team is spread across multiple continents. I can't recommend it enough!
- Great integration support
- Mobile app works great and continues to get frequent updates
- Flexible configuration options without being overly complicated
- Allows us to easily manage our after-hours roster and schedules
- Ability to create incident reports is a great time saver
- Pricing is a bit more than some competitors
PagerDuty has met all of our needs to-date. We reassess vendors regularly, and have yet to try someone else.
PagerDuty has an incredible featureset that spans just about every "on call" use case you could dream up. They highlight new use cases regularly in blog posts and Account Management is pretty solid.
Pricing is far higher than competitors which makes it a tough pill to swallow with annual billing. There's not much focus on controlling costs and very little leniency on things like prorating user seats if we have a new hire (it appears to be billed as a full month). With the highest price point in the industry, Account Managers usually have leniency to retain customers by avoiding these nickel-and-dime approaches to billing.
I have used pagerduty for years, and I have to say I use it as the gold standard for other notification services. So far, competitors either don't have nearly the same level of features, or cost a fortune.
Easy to set up. Inexpensive. Reliable. It has a number of integration options for various monitoring systems, and they are always adding more. They also have generic versioned APIs for any custom software you might bring to the table.
The Mobile app sometimes has issues refreshing when there is a lot of activity.
PagerDuty keeps my entire team in the loop when something goes wrong with our app. We couldn't deliver the level of service that we do without PagerDuty
I love that Pagerduty has integrations with all of the application monitoring tools that we use. If anything starts to act up, Pagerduty makes sure we are aware of it.
Nothing really. The pricing is fair, the reliability is flawless.
Overall its been amazing and always a friend of operations team now spreading to development teams.
- Setting up override is 30 seconds task.
- Reminder of when Im going on-call and my own notification settings is a life saviour.
- Slack integration
- Api integration
- Postmortems made easier.
- ITIL followed in the core in an automated fashion making incident management a cake walk.
- No way to export the schedule to excel. Only option is to do a calendar export. Which is not what a team lead or manager will want to do payroll.
- Would be nicer to have billing based on number of schedules/services rather than number of users as we are in a devops world where all need to be able to login/resolve alerts. This forces teams to limit access taking them away from being "devops".
- I am not a big fan of the schedule UI. It will be nicer to have days separated with lines on the rota.
- In general the amount of invested on this tool is very minimal by a user, so it is worth simplifying schedules and services for people to understand it easier. The word service itself is misleading for the users.
I like that we can easily resolve through the app.
I don't like that we can only have 3 users.
Issues that use to "fall through the cracks" or receive no attention/acknowledgement at all have been almost eliminated totally. The time for a technical resource to be alerted to an incident and acknowledge it has gone from 15-25-35-45mins to 5 minutes or less. Teams are now proactively alerted to issues that may turn into something big before the customer notices any impact.
PagerDuty is incredibly easy to setup and use. Creating new teams, on-call schedules, and escalation policies can be done in a matter of minutes. You can go from manually looking up people via a google calendar or an excel sheet, to engaging an on-call resource in 2 minutes or less from the great app while you are on the beach.
The integration with Slack is great, no other way to say it. Very useful for incident notifications for those teams that rely heavily on Slack.
The reporting functionality of PagerDuty needs some further enhancements. Obtaining certain data such as "what users are using which contact methods" for example still needs to be provided by contacting their Support team. The filtering of the Visibility console needs work and is currently limited to "All Teams" or a single team.
Good customer support, documentation and API
Lack of filtering/search options. Not possible to search for specific alerts without the use of the API. It's a pain.
No audit logs to see who made changes and what the changes are. Lack of features in the PagerDuty slack plug-in as compared to other alternatives such as OpsGenie
Helps monitor critical systems and alerting
The alerting, even when you turn the volume down on your phone if an alerts triggers the volume will get turned back up for that alarm
After a few years the price started to increase.
Web application is seamless and we had to contact support for any kind of question.
Seamless workflow management, once the workflow is setup everything works just as expected. PagerDuty has many integrations which allows us to setup alerts just by choosing the application, which is a great thing for small teams where development costs are very high.
Cannot think of anything from my standpoint, we are a small team and PagerDuty has everything we need and it works as expected every single time.
PagerDuty takes the complication out of scheduling and lets us focus on keeping our services up and healthy. We set the schedule and forget about it.
The Terraform provider is very buggy. We often find we have to go through multiple rounds of guess and check to get Terraform config to match up with how we want it to end up in PagerDuty. I understand that Terraform is not the primary UX you are focused on but for Terraform power users managing many teams and services it is indispensable.
Having PagerDuty set up to trigger alarms to will notify my team is truly priceless. Whether we are on duty, or in an On-Call scenario, PagerDuty is always around to let us know when things go wrong.
I love how reliable PagerDuty is. My company has PagerDuty implemented for not only our On-Call regiment, but also with alerting. Since we've been using PagerDuty, we've ALWAYS been notified of issues that we've created alerts for. Sure, it's not always fun to receive a call when On-Call, but we can always rely on PagerDuty to be functioning correctly to ensure we are informed in the most critical of moments. Keep up the good work!
No cons to report, honestly. Other than having a critical moment where PagerDuty is having to be utilized. However that is no fault of the PD Team!
I started trialling PagerDuty and other alert aggregation services after accidentally sending myself 10,000 emails. One thing PagerDuty does and does well, is cut through the noise, and helps you focus on the actionable issues. With integration with almost every alerting tool out there, including basic email - integrating a PagerDuty alert into your application or service is far too easy. The pricing is reasonable, and the phone and SMS alerting options work well, even in New Zealand. The PagerDuty app itself makes being on call so much easier, with simple acknowledgement and resolution actions, next to escalation and incident collaboration features. Having user controlled customisation, you can setup the alerting to suit your connectivity and support your sleep. After 6 years on call for a critical NZ wide system, I can say PagerDuty is refreshing change to the game. Don't hate the pager...
Simple setup and easy first alert.
Comprehensive incident management, reporting and analytics to focus on what matters.
Highly configurable alerting that is controllable by the recipient themselves.
Easy escalation, resolution and communication features in mobile application and via the web.
Well supported SMS and Phone alerting and incident management - Internationally
Quick and easy support for the product - from a great PagerDuty team.
Less noise, more actionable alerts with comprehensive de-duplication and alert filtering options.
PagerDuty is unforgiving of poorly written interfaces generating errors and despite ignoring ones' phone while in meetings, the alert will get to you, no matter what you are doing!
While I love the 'PagerDuty' alerting and am amused by the 'Engineer Laughing' alert sound - having more options for custom, per incident, alert notification sounds in the Mobile app would be great.
Without PagerDuty we could not run our on-call rotation. The learning curve is pretty steep, but once you have things configured correctly its a fantastic tool
- Love the on-call rota, the ability to schedule overrides and multiple call out hierarchies
- The wide range of alerts and abilities to interact with the product via multiple channels
- Integrates with most tools natively, and there is always email alerts to fall back on
- Ability to customize alerts based on email content
- The learning curve is pretty steep
- Suffer from alert overload and the AI features are extra
-multiple integrations with many tools.
-easy to set up and use
Some of the integrations, at least at the moment, are not ways. Such as Zendesk and PagerDuty where you can only create incidents when a Zendesk case is created but not the other way around.
The mobile App does not have all the features as the web platform.
Fairly good, minus top drawbacks. Mostly gets out of my way.
Extremely reliable, gets out of your way, lots of integrations
Confusing why there are schedules, teams, rotations etc. too much burden and it’s not simplistic to setup for first time use. Setting overrides and viewing on call schedule should be at the forefront. Should have out of office integration
Overall We are happy with this product from first day as it ease lot of manual intervention for any failure or critical alert which help us to maintain our SLA
Pagerduty is one of the premium product that provides the best oncall features for any organization which is looking less manual ways to manage the escalation, Pagerduty provides web interface along with Mobile app and integration with lot of API's (e.g Slack) which makes this product very useful for Infrastructure,DBA and Help Desk teams.
So far i don't see any noticeable short coming which need to be explored ,i have they will add more features in their mobile app along with little bit more stability as sometime their mobile app crashes on Andriod.
PagerDuty is a service which allows my job to wake me up at 3am to be sad about malfunctioning computers. This means that PagerDuty is both something I rely on and low-key resent. It does its job well, and I yearn for the day when our stack is robust enough that I never have to remember PD exists ever again. ;-P
PagerDuty lets us centralize our notifications, with a good and reliable degree of user control over how pages are delivered. It integrates well with a vast panoply of other services. PD is reliable on iOS, Android, and via SMS and phone.
Managing calendars via the web UI is phenomenally hard, especially for modeling rotations of any complexity. For instance: we do a primary/secondary incident command rotation, in which the secondary handles day-time on-call and the primary handles off-hours. Currently, this requires us to model four different escalation policies, which would be horribly complex to manage *without* having teams in three time zones, which we do.
We also suffer during outages for the lack of a "acknowledge all incoming pages" button. As an incident commander, when I'm trying to manage comms around incidents and system failures, having to *also* manage a pager going off every sixty seconds is, at best, horrendous. We badly need a "current status, open incident" that auto-acks whatever comes in and, say, converts them to summary push-notifications or some other "just an FYI, this other stuff happened" digest.
Easy implementation, good support
Great two way communication with LogicMonitor. Only product we found that would stop the on call alert when the LogicMonitor alert cleared.
There is no way to notify a non licensed user when the on call schedule. We’d like to have our team DL emailed whenever an on call changes.
Overall, Pagerduty was a great way for us to get started creating an alert system because it's easy of use and integrates. It works well and has little to no downtime and provides a ton of features and is really reliable. However, the UI is not intuitive and pretty and the alert system is robotic making it not "fun" to use. It is pricey overall if you don't intend to use all of its features.
The thing I like most about Pagerduty is how easy it is to set-up, get working, and consistently be reliable to send alerts at proper times. These things made it easy for us to integrate into our software using their API.
It is a bit pricey, especially if you don't plan on using all of the functionality and features that PagerDuty. For us, PagerDuty was overkill for the kind of alert/messaging system we were looking for so we were paying extra for these features we weren't using. Secondly, the alert/messaging system feels pretty robotic and is not very customizable. It feels like Pagerduty was built for engineers thought it could be used in other sectors.
We have been able to create escalation chains because of which we are not missing any alerts now. With the reporting feature, we are able to target are the most common issues and bring the count down.
As a 24x7 operations team, we heavily rely on Pagerduty to route alerts from a number of our monitoring systems to the right person in a shift.
Pagerduty provides with API integrations with almost all major monitoring tools to make the setup really easy.
We also use the reporting feature to do an incident review to look back on what were the alerts that happened over the week.
UI for creating schedules is not too user-friendly.
Yet to explore all features but so far so good.