PagerDuty Operations Cloud

What do you like best about the product?

The best about PagerDuty is its realtime alerting and incident mechanisms. The great thing is its automated incident reponse workbook and its automation mechanisms

What do you dislike about the product?

If the configuration is not done properly then we may end up in getting false positive or true negative alerts and that will cause confusion. The pagerduty customizations are very limited

What problems is the product solving and how is that benefiting you?

The problem that PagerDuty solving is realtime incidenting and alert creation. PagerDuty is completely scalable. Its reporting and analytical capabilities are really helpful in tracking the metrics accurately

What do you like best about the product?

What I like best about PagerDuty is its ability to quickly notify the right people during incidents and help coordinate responses efficiently. The alerting system is reliable, and the escalation policies ensure that critical issues don't get missed. As someone involved in application support, I find the mobile app especially useful because it allows me to acknowledge and track incidents even when I'm away from my desk. The integration with monitoring and ticketing tools also helps streamline incident management and reduces response times. Also it does provide competetive pricing as per market requirements. It does come with great support where users can get the support on priority, and user interface is so interactable for easy understandings.

What do you dislike about the product?

One thing I dislike about PagerDuty is that the initial setup and configuration of escalation policies, schedules, and integrations can be a bit complex, especially for new users. The platform also has many features, which can make the interface feel overwhelming at first. Additionally, frequent alerts during high-volume incidents can sometimes contribute to alert fatigue if the notification rules are not properly tuned.

What problems is the product solving and how is that benefiting you?

PagerDuty helps us manage production incidents more effectively by ensuring that alerts are routed to the correct support teams without delay. Before using a dedicated incident management platform, there was a higher risk of missing critical alerts or delays in escalation. With PagerDuty, incidents are tracked, escalated automatically when needed, and resolved faster through better team coordination. This has improved our response times, reduced downtime, and helped us meet SLA commitments more consistently, which ultimately leads to a better experience for both internal teams and end users.

What do you like best about the product?

PagerDuty makes incident management much more efficient by sending instant alerts to the right team members. I like its reliable notification system, escalation policies, and on-call scheduling, which help ensure critical issues are addressed quickly. The integration with monitoring tools and collaboration platforms is smooth, and the mobile app allows me to respond to incidents even when I’m away from my desk. Overall, it helps reduce downtime and improves operational efficiency.

What do you dislike about the product?

If alrts are not configured properly engineers can receive multiple notifications making it harder to to identify critical issue alert tuning is required

What problems is the product solving and how is that benefiting you?

Help reduce downtime and respond it incidents faster it ensures right engineer is notified immediately when the issue occurs through automated alerts.

What do you like best about the product?

I use PagerDuty to manage incidents and on-call alerts for our team. I like how reliable the alerting system is; notifications are fast, ensuring the right person gets notified immediately, which reduces response time and helps us resolve incidents quickly. The on-call scheduling is easy to set up and manage, making it clear who is responsible at any given moment and avoiding confusion. PagerDuty works well with tools like Slack and Jira, which makes the incident response process much smoother. These integrations save us time since we don't have to switch between different applications. Alerts are shared in Slack, so the team can start discussions immediately, and if an issue needs tracking, we can create or update a Jira ticket, keeping all communication and tracking in one place. Overall, PagerDuty fits well with the tools our team already uses, adding significant value to our workflow.

What do you dislike about the product?

There are a few things that could be improved. The initial setup can take some time, especially if you're configuring complex alert rules and integrations. Some advanced features also have a learning curve for new users. The pricing can be a bit expensive for smaller teams, and it would be nice if more features were available in the lower-tier plans. The user interface could also be improved as some settings are spread across different sections, making it difficult to find what you're looking for, especially if you're a new user. It would also be helpful if the reporting and dashboards were more customizable without needing extra setup.

What problems is the product solving and how is that benefiting you?

PagerDuty helps us manage incidents effectively, ensuring quick alerts and reducing response time. It integrates with Slack and Jira, centralizing communication and incident tracking. On-call scheduling eliminates confusion about responsibilities.

What do you like best about the product?

I use PagerDuty in my day-to-day incident handling work. I appreciate how it brings cross-team engagements without any direct contact with the stakeholders of an incident. The monthly or weekly metrics on the number of incidents are great, and I find the initial setup to be easy.

What do you dislike about the product?

I find the searching space for an incident number not that visibly great on PagerDuty. It's a bit of a challenge to locate the search space on the green and white colored page.

What problems is the product solving and how is that benefiting you?

PagerDuty facilitates cross-team engagement without direct stakeholder contact and provides insightful incident metrics.

What do you like best about the product?

I like PagerDuty's reliable alerting and escalation capabilities. Notifications are delivered quickly through multiple channels, which ensures critical incidents are addressed without delay. The on-call scheduling is easy to manage, and the platform integrates well with monitoring and collaboration tools. This makes incident response more organized and efficient, improving team coordination and reducing the time taken to resolve service issues. It helps us maintain the reliability and availability of business-critical services by centralizing incident notifications, leading to faster response times and reduced downtime. The automation of alert escalations and the ability to integrate with existing monitoring and IT service management solutions brings all incident-related information together in one place, speeding up troubleshooting with less operational overhead.

What do you dislike about the product?

While PagerDuty is effective for incident management, there are a few areas that could be improved. The initial configuration and policy setup can be complex for larger environments, and managing multiple escalation rules may require additional administrative effort. The reporting and dashboard customization could also be more flexible, and some advanced capabilities are only available in higher-tier plans, which can increase the overall cost.

What problems is the product solving and how is that benefiting you?

I use PagerDuty to manage IT incidents and ensure that critical alerts are routed to appropriate teams quickly. It streamlines on-call scheduling, automates escalations, and improves coordination during outages, leading to faster response times, reduced downtime, and more reliable IT operations.

What do you like best about the product?

I really like PagerDuty's reliable and fast alerting system. Critical incidents reach the right on-call engineer immediately through multiple notification channels, which significantly reduces response times. The flexible escalation policies and easy on-call scheduling make the whole process smooth. I also appreciate its seamless integration with our monitoring and security tools, which enhances our overall efficiency. The mobile app is a great feature, allowing me to acknowledge and manage incidents even when I'm away from my workstation. Overall, PagerDuty makes incident management organized, efficient, and dependable, significantly improving our incident response.

What do you dislike about the product?

While PagerDuty is a solid incident management platform, there are a few areas that could be improved. The user interface can feel a bit overwhelming, especially when managing complex incidents or configuring escalation policies. Customizing alert rules and schedules sometimes requires navigating multiple menus, which isn't always intuitive. Additionally, the pricing can be expensive for smaller teams, and some advanced features are only available in higher-tier plans. It would also be helpful to have more customizable reporting and analytics out of the box without requiring additional configuration.

What problems is the product solving and how is that benefiting you?

I use PagerDuty for incident management and on-call alerting, ensuring critical alerts reach the right engineers fast, reducing response times, and improving operational visibility. Its integration with our tools and mobile app allows me to manage incidents effectively, streamlining response with flexible policies and schedules.

What do you like best about the product?

I like PagerDuty's reliable alerting system and easy on-call management, which ensures that critical incidents reach the right person quickly and makes it simple to coordinate responses during outages. I find that these features help us respond to incidents faster by making sure alerts reach the right person immediately. Additionally, the initial setup was fairly straightforward, with creating schedules, configuring alerts, and setting up escalation policies being easy thanks to the available documentation and guidance.

What do you dislike about the product?

One area for improvement is the user interface, which can sometimes feel a bit complicated for new users. It can take some time to understand and navigate all features effectively. I think the platform could be more intuitive for first-time users. Simplifying navigation, improving the layout of settings and configuration, and providing clearer onboarding guidance would make it easier to learn and use.

What problems is the product solving and how is that benefiting you?

We use PagerDuty for incident management and on-call alerts, ensuring critical issues are noticed and addressed quickly by the right team, reducing response time and minimizing service disruption.

What do you like best about the product?

I like that PagerDuty is easy, quick, and fast, and it's very, very easy to use. I really love the interactive filters, which help me build things and achieve actual results more easily. The initial setup was very easy and friendly, with great instructions, and the user interface is very simple.

What do you dislike about the product?

Nothing

What problems is the product solving and how is that benefiting you?

PagerDuty helps me analyze system problems related to human behavior and trend analysis in my business consulting work.

My usual use cases with PagerDuty Operations Cloud involve handling incidents through a full flow. When there is an outage, an incident is created that can be either severity one or severity two. As the person on call that day, I receive a page from PagerDuty on the app and three calls on my cell phone. When I pick up the call, PagerDuty IVR asks me to acknowledge the incident. Once I acknowledge the incident from the call, I go to PagerDuty through the website, which is much easier to navigate than the mobile app. I then page other teams responsible for the incident, as well as the stakeholders and product owners.

PagerDuty is integrated with Microsoft Teams, so I open a Teams bridge call to resolve the issue and update all incident details in PagerDuty notes, which automatically integrates with ServiceNow incident and sends messages to stakeholders' phone numbers.

One time while hanging out in the mountains, there was no internet signal but there was cell reception. An incident happened while I was on call that day. Normally, without internet, I would not be able to know about it, but because of PagerDuty, I was paged three times on my cell phone as well as through text message. I managed to call another colleague from my work and told him to take care of the incident. This helped me avoid breaching the SLAs on incident acknowledgment and allowed me to access remote incidents without relying solely on the internet.

The features of PagerDuty Operations Cloud that I find most valuable involve being automatically paged whenever an incident is triggered. PagerDuty has group names embedded into it, and when we set up PagerDuty in our organization, we embedded the group name, allowing me to page other respondents without having to go separately into Microsoft Teams, add everybody's name, and then ping and call them. I can do this directly from PagerDuty itself.

The notes update feature allows me to put the details of the incident in the notes and click post, and it is integrated everywhere. Everything is centralized.

PagerDuty Operations Cloud has improved my team's ability to focus on core tasks rather than routine issues primarily due to its availability and reliability. We do not worry about whether PagerDuty will call us when an incident triggers, allowing us to focus on that incident. The notes update process ensures that everyone gets informed with just one update.

I think PagerDuty Operations Cloud could be improved by having two fields for incident updates. In my work, I handle incidents that have two fields: work notes visible only to developers working on the incident and additional comments visible to the client. When I update through PagerDuty, everything gets updated into the additional comments. There should be two fields, perhaps based on how it is integrated with ServiceNow.

I have not used PagerDuty's autonomous AI agents or generative AI, so I am not sure whether it is integrated.

I can evaluate the effectiveness of PagerDuty Operations Cloud in providing insights for decision-making, and I rate it around seven out of ten. PagerDuty Operations Cloud is really helpful. With generative AI integrated and a chatbot, I think it would bump the rating up to nine, but I have not used it yet, so I cannot say for certain.

I have been using PagerDuty Operations Cloud for around one and a half years.

Regarding the reliability and stability of this product, I find it really stable. Based on my personal experience in the mountains, I can vouch for it. My organization measures the acknowledgment rate by checking how many times a call rings and how quickly the responder acknowledges the incident. The acknowledgment rate is really good, around ninety to ninety-five percent.

I think the scalability of PagerDuty Operations Cloud is superb. It can handle many requests according to demand. As other members and teams are added to our organization, it has not impacted the latency, call failure, or anything else. The performance is really good.

I do not often communicate with the technical support of PagerDuty. The manuals are created by our team, so we use those.

I did not use a different solution for the same use case before PagerDuty Operations Cloud. PagerDuty Operations Cloud was the first solution I used.

I did not participate in the initial setup of PagerDuty Operations Cloud. When I joined the organization after one and a half years of use, it was already set up for me by the IT team.

I have not personally implemented automation through PagerDuty for incident response, but I think some of my colleagues may have done so.

I am not aware of the impact of PagerDuty's alert reduction feature on preventing costly incidents in our organization, as that metric is not shared with me.

I am not sure about the influence of PagerDuty Operations Cloud on revenue protection in terms of reducing alert fatigue and incident costs, as these are organizational-level decisions, and employees are not involved in those discussions.

Before PagerDuty Operations Cloud was chosen, I did not evaluate other options, as the decision was made by the board members.

My review rating for PagerDuty Operations Cloud is seven point five out of ten.

Public Cloud

Amazon Web Services (AWS)