When I first started at this company, we set up our AD for free on Mail Server, but it paged everyone who was on-call. Moreover, we couldn't make adjustments, such as adding and removing people. The result was that if you didn't respond to a page, the task wouldn't get done.
With PagerDuty, if you don't respond to a page, the next on-call person would get the page. We don't have to think about who is on-call because the process is automatic.
Improvements to My Organization:
The critical tickets and the critical outages get handled faster, even though there's less people who get paged.
Previously, everyone would get the page with the thinking that tasks will get done faster. But in reality, the process was inefficient because there was indecision and and constant emails determining who was going to take the page. But with PagerDuty, everyone knows what tasks they've been paged specifically for.
Room for Improvement:
I can only suggest cosmetic improvements to the recorded voice when responding to a page. It should be less angry.
Use of Solution:
We've used it for three years.
We've had no issues with deployment.
We've had no issues with stability.
We're able to easily added or remove someone from the page list for instances of, for example, temporary maintenance.
The initial setup was pretty simple and we did it within a matter of minutes.
Cost and Licensing Advice:
It's very affordable and well worth the price.
We had a 30- or 60-day free trial during which we set it up and used it. Afterwards, we didn't want to get rid of it.