PagerDuty OverviewUNIXBusinessApplication

PagerDuty is the #1 ranked solution in our list of top IT Alerting and Incident Management tools. It is most often compared to ServiceNow: PagerDuty vs ServiceNow

What is PagerDuty?

PagerDuty is an agile incident management solution that integrates with ITOps and DevOps monitoring stacks to improve operational reliability and agility. From enriching and aggregating events to correlating them into actionable alerts, PagerDuty streamlines the incident management lifecycle by reducing noise and resolution times. With hundreds of native integrations with operations tools, automated scheduling, advance reporting and guaranteed availability, PagerDuty is trusted by over 7,000 organizations globally to increase business and employee efficiency. The company is headquartered in San Francisco and backed by leading venture capital firms Andreessen Horowitz, Bessemer Venture Partners, Baseline Ventures, Ignition Partners and others. To try PagerDuty for free, or to get more information, visit www.pagerduty.com.

PagerDuty Buyer's Guide

Download the PagerDuty Buyer's Guide including reviews and more. Updated: September 2021

PagerDuty Customers

40% of the Fortune 100 TrustPagerDuty. Customers include: Slack, Intuit, Zendesk, Panasonic, Pinterest, Airbnb, eHarmony, McKesson, Comcast

PagerDuty Video

Pricing Advice

What users are saying about PagerDuty pricing:
  • "If you add more people, then you have to pay more, which is always a thing with the SaaS solutions."
  • "If we wanted phone calls or additional SMSs, we would have to pitch up for those. They give us so many per month per user, then we have to pay extra if it goes over that."
  • "The cost is quite high. But if you want to get a full-featured application and you have a big team..."

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Darrin Khan
Compliance, Security & Testing Manager at a financial services firm with 11-50 employees
Real User
Top 5Leaderboard
Reduces white noise, which has reduced engineer fatigue

What is our primary use case?

We are a 24-hour online business. We use it for scheduling our on-call engineers and making sure that there is follow-the-sun or round-the-clock coverage for alerting and network operations. It ingests all our alert paths, i.e., anything that generates an alert of any description, such as, Splunk, AWS, and internal applications. We feed all our events into it, then it generates alerts which need a response from an engineer with a description. Another thing is it is built-in scheduling is pretty much hands-off for our on-call engineers unless somebody goes on holidays. That is the only time… more »

Pros and Cons

  • "It reduces the amount of white noise. If something comes through, then it will alert somebody. However, if it's a bit of white noise that comes through at night, then it gets dealt with the next day. Everything is visible to everybody. It's not just a single person getting an SMS, then going, "Oh, I'm not going to worry about that." The visibility to everybody on the team is one of the great things about it because it reduces the white noise."
  • "Because of the way you have to structure the rosters, if an engineer has to go on leave (or something), you can't just go in and reassign/take this person out of all of the different rosters that they're in. You have to go into each of the rosters and take them out. There might be a roster for business hours, after hours rotation, and monitoring deployments. Each time we need to take an engineer out of the pool, e.g., if they're sick or on leave, then we have to go and touch all of those rosters, updating and replacing them. Whereas, if we could just take the person out and have it automatically fill in the rostering, then that would make life a lot easier for managing it."

What other advice do I have?

For whatever solution you have for alerting, and it being such a critical role in incident management, you need to be able to rely on it. PagerDuty allows us to do that. Ensure you sit down and identify what you want in any alerting platform, whether it's PagerDuty or OpsGenie. Sit down and define what you want, particularly around your scheduling, what alerts you want to be able to ingest or handle, who you want to be able to process or send those alerts to, and any other possible bits and pieces in there that you may need before you sit down and look at an alerting platform of any…
LS
VP of Engineering at a comms service provider with 201-500 employees
Real User
Helps with managing schedules, escalating issues, and adding people to an instance, but licensing is not flexible enough

What is our primary use case?

We mostly use it for our on-call engineers, for schedules, alerting, and critical alerts. And, of course, we use it for the management of an issue, so that people acknowledge the alerts, reassign them, etc.

Pros and Cons

  • "The most valuable feature is definitely the flexibility of the schedule. The mobile app is quite also good for what we do: for receiving alerts, acknowledging, assigning, adding new responders. It has rich features for our needs."
  • "The solution's analytics are okay. I don't think the features, at this point, give you a lot of insights. We have actually been trying to get insights from it but it hasn't really given us a lot of extra points to explore. We were looking at the number of alerts to see where many of the alerts were coming from. We never managed to get many insights on this."

What other advice do I have?

From the get-go, approach it in a way where you can get the most out of it. Really engage with PagerDuty from the beginning to support you on that journey. Otherwise, you will only be able to use the core functionalities that you can also get from the competition. Focus on the full platform and make the decisions that will simplify that. Don't do quick wins at the beginning that will not help you to take full advantage of the platform. PagerDuty worked with us to find the right solution that fit our needs and budget, but they didn't do so as much as I would expect or as much as I would have…
Learn what your peers think about PagerDuty. Get advice and tips from experienced pros sharing their opinions. Updated: September 2021.
535,544 professionals have used our research since 2012.
Gilad Karmy
Tier 4 Support Team Leader at a comms service provider with 10,001+ employees
Real User
Top 20Leaderboard
People can fire an email to an on-call email address and the current on-call will be notified - very helpful off-hours

What is our primary use case?

The most common use case is the result of alerts coming from a monitoring system, like New Relic or Nagios, alerts that we define as critical. They are alerts where we need someone to get on a bridge or to start working on them during the night. Once such an alert is firing, it fires a PagerDuty alert and it triggers the current on-call who is scheduled in PagerDuty's schedule. The on-call person acknowledges the alert and looks into it to understand what is going on and to update, via PagerDuty, what the status is. The update will be sent to all the groups that are part of the PagerDuty… more »

Pros and Cons

  • "A cool feature is that it helps us to understand the flow of the alert. If the alert was coming to the current on-call and he didn't catch the call or didn't notice it for any reason, it starts being escalated automatically, according to the escalation schedule, or to other teammates. You can see the flow very easily on your phone or via the website, if you want to do a post-mortem."
  • "There is room for improvement with the time schedule. The way the schedule currently works is you assign all the team members in one schedule and it automatically spreads them around throughout the schedule... It would be better to be able to edit the schedule and place my team members where I want, or at least to have that option in addition to the automatic process."

What other advice do I have?

I don't use the solution's analytics very much. I only use it at the end of the year if management wants to see its usage and the capacity of my team. We have about 60 to 80 users of the solution. Most of them are support engineers, developers, and some managers.
Buyer's Guide
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