PagerDuty Review

The escalation policies make it possible for managers to catch issues before missing SLA targets.


What is most valuable?

There are several valuable features that we use, among them are the escalation policy, integration of email, telephone, and mobile app.

How has it helped my organization?

  • Because of the alert mechanism, our support technicians are prompted about support cases at risk.
  • The escalation policies make it possible for managers to catch issues before missing SLA targets.
  • We are able to better manage the 24/7 offering with a smaller support team.

What needs improvement?

The assigning and editing of the escalation policies could be improved. It works, but it's just a bit confusing at times.

For how long have I used the solution?

I've used it for three years.

What was my experience with deployment of the solution?

I didn't have any issues with deployment, but this was handled by a different team. We had just some licensing issues at the start, but that was addressed.

What do I think about the stability of the solution?

We've never had any issues with stability since we started using it.

What do I think about the scalability of the solution?

The only scalability issue was just the licensing issues mentioned earlier.

How are customer service and technical support?

Customer Service:

N/A. Our support contact is internal, and we have never encountered any issues.

Technical Support:

N/A. Our support contact is internal, and we have never encountered any issues.

Which solution did I use previously and why did I switch?

We used an external monitoring service. We switched to PagerDuty because of:

a) Control

b) Flexibility

c) Cost.

How was the initial setup?

The initial setup was handled by our Ops team. We had no issues.

What about the implementation team?

We implemented it with our in-house team.

What was our ROI?

We are a cost center, so ROI is measured through savings rather than revenue. However, we measure the ROI through SLA targets and customer service.

What other advice do I have?

Define your escalation policies first before rolling out. It will save time.

**Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
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