PagerDuty Operations Cloud

My main use case for PagerDuty Operations Cloud  is incident management, as we use it for alerting people who are on call.

I definitely use PagerDuty Operations Cloud  for incident management; we have set up the account, schedule, teams, etc., and we continuously monitor our logs for any anomalies with proactive alerts. We define priority because we don't want to alert people on the phone unnecessarily, thus we categorize alerts based on severity and business disruption, sending information via the integrated APIs to the relevant teams, specifying whether to communicate through Slack or phone based on the severity.

This is the main use case we have; it's a tool that last mile connect kind of people use.

PagerDuty Operations Cloud positively impacts my organization by helping us win customer trust; when problems occur, the speed of our reaction and involvement with customers is crucial, and PagerDuty Operations Cloud facilitates quick responses to potential issues. PagerDuty Operations Cloud allows our team to react swiftly, which can be challenging without it, as we can't manually sift through all logs. Automation for remediation is also in place, enhancing confidence and allowing some issues to be resolved without manual intervention.

The best features of PagerDuty Operations Cloud include integration, mobile app, reporting, and analytics, which I find very useful based on the access I have.

We review the data periodically to see our performance; for example, we check for alert fatigue, how many alerts have been addressed, and our TDX metrics such as time to respond. The analytics of PagerDuty Operations Cloud is so good that it gives me good visibility with just a few clicks, which helps in discussions with the team for continuous improvements.

More analytics can be brought into PagerDuty Operations Cloud; while I know there are some, they still seem basic to me, and having options for user-customized charts would be really helpful, especially in this GenAI world where prompts can yield valuable data.

The analytics provided by PagerDuty Operations Cloud can be significantly improved, as they still feel basic to me.

I have been using PagerDuty Operations Cloud for more than five years.

PagerDuty Operations Cloud is stable.

I don't think I have ever needed customer support because our usage and the lack of issues may prevent any corner cases or other problems, or perhaps it relates to licensing. I personally have never utilized customer support.

I previously used another solution which I won't name because it's proprietary, but the user experience was not great; when I learned about PagerDuty Operations Cloud, it had a lot of positive discussions, and I was excited to find we were already using it when I joined this company.

TDX metrics are definitely improving due to PagerDuty Operations Cloud being in place; time to respond, time to initiate, and time to mitigate are key metrics influenced positively.

I usually am not involved in pricing, setup cost, or licensing, as that's handled by another team, so I don't have much visibility on that part.

I advise others to use PagerDuty Operations Cloud, as it's going to help in building customer trust. There's an operations team for those aspects. My overall review rating for PagerDuty Operations Cloud is 7 out of 10.

I have been in my current role for the past 18 months, and we started using PagerDuty Operations Cloud  earlier this year around January or February to manage our operations.

PagerDuty Operations Cloud 's primary use case is alerting. We switched to ensure alerts are efficient and effective so that the on-call engineer does not miss any alert. We instrument many alerts on it, including VPN downtime, transaction monitoring, success rate, and latency. We configured PagerDuty Operations Cloud so that if any of those metrics are met or if any of those SLOs and SLIs are breached, we can quickly take action and resolve the issue. For day-to-day use, we run a 24-hour shift where all shifts are entered into the system, and every on-call engineer uses PagerDuty Operations Cloud to receive alerts. Beyond alerting, we also use scheduling, incident management, and incident reports.

The best features of PagerDuty Operations Cloud include alerting, which is very important and the main reason we retain it, and scheduling as well.

Initially, we used Excel to manage our on-call engineers' schedules, but with PagerDuty Operations Cloud, it shows when you are on duty and allows other team members from different teams to check who is on duty without needing to ask. This has significantly reduced the time spent on checking who is on duty by providing visibility at each point.

Scheduling with PagerDuty Operations Cloud has reduced confusion because we set it up with a round-robin rotation, and nobody needs to update it every day unlike with Excel, where we had to create a new schedule every two months. Now we only make changes when necessary, making the process more efficient and organized for on-call engineers to know when they are on duty. The system also alerts them in advance for their upcoming shifts.

One way PagerDuty Operations Cloud could improve is through the scheduling feature, which can be tricky, especially with complex schedules. I have found it stressful to schedule effectively, even after going through PagerDuty University and the forums. Sometimes I need to manually interchange people because minor changes can scatter the whole schedule. A more efficient scheduling system or better guidance for complex schedules would help.

Another area for improvement is alerting. When multiple incidents occur simultaneously, it would be helpful if alerts listed the issues instead of muddling them together. This would make it easier to manage what needs urgent attention without missing anything.

Initially, when I first joined the company, we primarily used Grafana  and Slack as our means to manage incidents. The alert was on Slack, and the dashboard was on Grafana , which required us to use three different applications to do the same thing.

With PagerDuty Operations Cloud now, we don't need to go through multiple tools to manage alerts and incidents. We don't need to go through Jira  to log incidents. It streamlines the process, and with incident management, it can escalate to the next person so that alerts are rarely missed. It has made our workflow easier and much more efficient.

For incident management in my team, PagerDuty Operations Cloud has really helped with alerting in such a way that when an issue happens, it reaches out to the on-call engineer to ensure they don't miss it. There is a pop-up, probably on your browser or phone, and if you miss the pop-up or don't acknowledge it in time, it moves to your phone and starts calling; sometimes it sends texts and sometimes calls your phone. The call is very persistent, so if the incident is not acknowledged, it escalates to the next line, which can be your manager or your functional manager, and it keeps escalating until it gets acknowledged. This way, the alert is rarely missed because at some point, somebody will surely pick up.

PagerDuty Operations Cloud helps us effectively manage incidents without needing to sit down all day and watch our screens.

Alerting is key, and scheduling is also important but not as crucial as alerting. We also use incident management and incident reporting, which allow us to manage who should be escalated to during incidents and keep track of when incidents happen and when they are resolved so that everyone knows what occurred and how it was handled.

PagerDuty Operations Cloud has positively impacted my organization by providing effectiveness and efficiency in the way we work, with less alert fatigue, meaning alerts are rarely missed. For example, if four or five alerts come on Slack at the same time, you might miss them while focusing on resolving current issues. However, with PagerDuty Operations Cloud, since it calls for every issue, you will see any new alerts and resolve them, thus reducing missed alerts and increasing efficiency. This leads to better service for our end users, increased profit, and less pressure on engineers, making it a win-win for everybody.

Our MTTR has significantly reduced; however, I cannot provide specific numbers because with Slack, we were not measuring it accurately. Now with PagerDuty Operations Cloud, we can measure how long it takes to acknowledge alerts and resolve issues, giving us metrics to manage this effectively.

My advice for others looking into using PagerDuty Operations Cloud is that if their workflow requires them to be alert to incidents while continuing their work without being tethered to a screen, it is a very helpful tool to have.

One additional thought about PagerDuty Operations Cloud is that if they started issuing certificates for completing courses on PagerDuty University, it would encourage more people to engage with the training, similar to how New Relic  operates. Having a certificate would demonstrate rigorous training and the capability to apply what was learned. I would rate this product a 6 out of 10.

Our main use case for PagerDuty Operations Cloud  is for alerting purposes whenever any kind of downtime or downstream incident happens with our application which causes any downtime, and PagerDuty Operations Cloud  will alert us through calls and SMS so we can get notified and quickly remediate the issue.

A unique aspect of our main use case with PagerDuty Operations Cloud is using the Runbook flow. Whenever we experience a specific kind of incident, the Runbook will trigger automation to either remediate the issues or perform root cause analysis, thus enhancing our workflow automations.

PagerDuty Operations Cloud helps our team respond by increasing our response time. Whenever there is any incident, we will get notified and through PagerDuty Operations Cloud, we receive calls 24/7, allowing us to instantly get into a call or investigation and remediate the issue as early as possible. This way, PagerDuty Operations Cloud helps us reduce the MTTR and ensures our application is more reliable and resilient.

We have been using the Runbook automation feature for building automated flows that help us add extra monitoring for specific alerts or incidents and perform remediation tasks autonomously using this Runbook flow.

One feature I particularly appreciate about PagerDuty Operations Cloud is that it offers multiple notification options. I receive alerts via call as well as SMS, which is beneficial. If I miss the call, I may still receive the SMS and vice versa.

Through PagerDuty Operations Cloud, our MTTR has been reduced by at least 30% over the last year due to its instant notification features like SMS and calls, which help us jump on calls quickly to remediate issues. This reduction has impacted our application downtime, ensuring an uptime of approximately 99% throughout the year.

One suggestion for improving PagerDuty Operations Cloud is to provide more insights about incidents, such as root cause analysis or additional information, which could assist SRE teams in reducing remediation time and incident detection before jumping on a call.

From an integration point of view, everything is functioning well. However, we primarily use the desktop interface as our main tool, and adding more details on incidents directly from PagerDuty Operations Cloud's analysis would enhance the user experience.

I have been using PagerDuty Operations Cloud for the last three years.

PagerDuty Operations Cloud is absolutely stable. We have never experienced any downtime or latency issues from PagerDuty Operations Cloud.

We don't have much insight on scalability, as a separate enterprise PagerDuty Operations Cloud team is responsible for handling all scaling activities.

We have internal enterprise support within the application, which is very interactive. They escalate issues to the external PagerDuty Operations Cloud team when necessary, and they are very supportive.

We have not previously used a different solution. PagerDuty Operations Cloud is the first alerting tool I have been using since the beginning.

PagerDuty Operations Cloud onboarding is pretty straightforward in our organization, as new candidates simply need to be part of specific Windows AD groups to complete the onboarding process and gain access.

There are automations in our organization that connect PagerDuty Operations Cloud to other ticketing tools such as Jira  and ServiceNow . Whenever an incident occurs, automation that uses the Runbook flow triggers to extract data from the PagerDuty Operations Cloud alert to create incidents and Jira  tickets for the development team.

In terms of return on investment, we have reduced our MTTR by 30% in the last year, indirectly improving our application's uptime to nearly 99%, which enhances client experience and boosts our business.

I have no personal experience with pricing, setup costs, or licensing, as a separate enterprise PagerDuty Operations Cloud team manages those processes.

The escalation policies within PagerDuty Operations Cloud are user-friendly and customizable, allowing us to set up multi-level escalations from SRE engineers to SRE leads and then to management.

PagerDuty Operations Cloud helps our team collaborate during incidents by automatically updating incident status based on progress. We have alerting integrated with Slack for this, where incidents show as red when active, yellow when acknowledged, and green when resolved.

Regarding performance metrics, there is a dedicated enterprise PagerDuty Operations Cloud team that handles monitoring, so as an SRE, I don't need to manage these performance aspects myself.

My advice to others looking into using PagerDuty Operations Cloud is that it is one of the best tools in the market for production support and SRE engineers. It is essential for our operations, functioning as our bread and butter.

We have covered almost everything regarding PagerDuty Operations Cloud. It has been a great tool for SRE and production support teams, and we look forward to more features, especially with trending technologies like AI. I would rate this product an 8 out of 10.