PagerDuty Review

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


Valuable Features

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

Improvements to 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.

Room for Improvement

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

Use of Solution

I've used it for three years.

Deployment Issues

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.

Stability Issues

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

Scalability Issues

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

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.

Previous Solutions

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

a) Control

b) Flexibility

c) Cost.

Initial Setup

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

Implementation Team

We implemented it with our in-house team.

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.

Other Advice

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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