Flexible Alerting Options That Keep Us on Top of Incidents
What do you like best about the product?
PagerDuty provides a variety of options for how you can be alerted.
What do you dislike about the product?
Creating reports in PagerDuty is limited. You have to reach out to PagerDuty account manager to provide more in depth reports.
What problems is the product solving and how is that benefiting you?
The problem that PagerDuty is solving is directly and efficiently alerting the individual or team that needs to solve the particular problem.
Scalable Event Orchestration with AIOps and Easy Integrations
What do you like best about the product?
Scalability, event orchestration, AIOps, ease of integrations
What do you dislike about the product?
Enterprise focused pricing, can get expensive
What problems is the product solving and how is that benefiting you?
It has centrally focused our enterprise on-call schedules, automated escalations & helped us fine tune & define critical events
PagerDuty Simplifies Major Incident Management and Escalations
What do you like best about the product?
PagerDuty consolidates major incidents and escalations.
What do you dislike about the product?
Reporting capability to create custom reports is a bit limited. Would be beneficial if the admin and/account owner have this capability available.
What problems is the product solving and how is that benefiting you?
On-call rotation and escalations being in one central location has consolidated processes.
Dependable Alerts, Smart Incident Grouping, and Deep Integrations
What do you like best about the product?
It is depedable, when a system fails at 3 AM, Pagerduty ensures the alert actually gets through via phone, sms. It uses Aiops to group related alerts into a single incident, preventing "alert fatigue" by filtering out the background static. With over 700 integrations (AWS, Datadog, Slack) it acts as central system for entire tech stack. Making global rotations and escalation policies simple, ensuring there is always a "warm body" ready to respond.
What do you dislike about the product?
It is notoriously expensive, often users with high per-seat costs and locking essential features like advanced analytics or AIops behind pricey upper-tier plans. The web interface can feel cluttered and dated, making simple plans unintuitive. Setting up sophisticated incident workflows and service dependencies often requires significant manual effort and a steep learning curve for new administrators. Despite its noise-reduction tools, teams still struggle with pager fatigue from low-priority alerts that haven't been perfectly tuned
What problems is the product solving and how is that benefiting you?
Without pagerduty, a single server failure might trigger 500 individual emails or slack pings, It groups these related alerts into a single incident, preveting you from being overwhelmed. Reduces time to mobilize a team by providing one-click "war rooms" automated diagnostic scripts, and deep links to exact code or server is failing. It automates status updates and communications so the engineers can focus o fixing the bug instead of answering.
Reliable Alerting and Strong On-Call Management
What do you like best about the product?
It has a reliable alerting system and strong on-call management. We receive call, email, and message notifications, which helps ensure we don’t miss important alerts.
What do you dislike about the product?
It has a complex setup, and I sometimes get confused when configuring alert routing and escalation policies, which can make it hard to set up correctly. It also takes time to fully optimize.
What problems is the product solving and how is that benefiting you?
PagerDuty is one of the best tools for incident alerting, and in our case it makes on-call management run smoothly. We’re a monitoring team, and it benefits us in several ways—most importantly, we don’t miss any important notifications.
Incident response has become faster and on-call alerts stay reliable for critical operations
What is our primary use case?
I am an end user of PagerDuty Operations Cloud in my organization, with a background in incident management. I primarily use it for managing on-call schedules, triggering and handling incidents, and monitoring alerts. It helps ensure timely responses, efficient escalation, and better coordination during incidents, making it a key tool for maintaining operational reliability.
How has it helped my organization?
PagerDuty Operations Cloud has improved our incident response by ensuring reliable alerting and faster escalation to the right teams. It has significantly reduced alert fatigue through better alert filtering and deduplication. The platform has also lowered our mean time to resolve (MTTR) with runbook automation and streamlined on-call management, leading to fewer disruptions and improved overall operational efficiency.
What is most valuable?
The features of PagerDuty Operations Cloud that I have found the most valuable and useful include alerting, which is very reliable with minimal delays, and the escalation policies and routing rules that are more flexible. Additionally, the on-call scheduling capabilities are great, and it integrates well with any cloud platforms such as AWS, GCP, or Azure, and observability tools such as DataDog and New Relic for logging and checking out logs.
I have noticed that PagerDuty Operations Cloud influences revenue protection by reducing alert fatigue and incident costs. AIOps has helped recently in reducing noise and alert duplications, and runbook automations aid in lowering the mean time to resolve by integrating triggers to Slack and updating runbooks.
I see PagerDuty Operations Cloud as a very good incident management and on-call platform, mostly used by large-scale organizations because it comes with premium pricing, but it is very reliable with alerting and on-call scheduling, triggering incidents, escalation policies, rules, and runbooks.
What needs improvement?
I think an area of PagerDuty Operations Cloud that could be improved is their premium pricing, as it compares unfavorably with competitors such as Atlassian's Opsgenie and ServiceNow, which offer bundle deals, plus DataDog now has incident management capabilities. Overall, the premium pricing makes it less accessible for small to medium businesses.
I think the pricing of PagerDuty Operations Cloud is a bit too high, and also, the UI can feel a bit curvy for new users; the learning curve might be a bit dense for them. The initial setup is straightforward, but the event orchestration could be complex, and the automation workflow definitely requires great expertise.
For how long have I used the solution?
I have been using PagerDuty Operations Cloud for approximately four years.
What do I think about the stability of the solution?
I would rate the stability and reliability of PagerDuty Operations Cloud 9.5 out of 10. The platform is highly stable and dependable in production environments, especially for critical incident management workflows. We have experienced consistent alert delivery, reliable on-call scheduling, and minimal downtime or disruptions.
That said, no system is completely perfect, so I cannot say it is 100% flawless. However, overall it has proven to be very reliable for mission-critical operations, where even small delays or failures would have significant impact.
What do I think about the scalability of the solution?
I would rate the scalability of PagerDuty Operations Cloud 8 out of 10. From a technical perspective, the platform scales very well and can support large, distributed teams with complex incident management needs. It handles high volumes of alerts, multiple services, and integrations across cloud platforms efficiently.
However, the main limitation to scalability is its premium pricing. As organizations grow and onboard more users or services, the cost increases significantly, which can be a challenge for small to mid-sized teams. So while it is technically highly scalable, cost can be a limiting factor for broader adoption.
How are customer service and support?
I have had regular interactions with PagerDuty Operations Cloud’s technical support, and my overall experience has been positive. The support team is responsive and helpful in addressing queries.
For example, during a user audit, I requested specific data on active users and those who had not accepted invitations. The support team responded quickly and provided the required information without delays. Overall, the support experience has been efficient and reliable when assistance is needed.
Which solution did I use previously and why did I switch?
I have only been using PagerDuty Operations Cloud; recently with my new organization, I am also using Fire Hydrant.
How was the initial setup?
I was not directly involved in the initial setup of PagerDuty Operations Cloud, as it was handled by senior team members. However, from my observations, the setup process appears to be straightforward at a basic level for core features like alerting and on-call scheduling.
That said, advanced configurations such as event orchestration and automation can become complex. If rules are not configured properly, they may lead to alert storms or missed incidents. Additionally, runbook automation is not plug-and-play and typically requires scripting knowledge and careful setup to function effectively.
What was our ROI?
From an ROI perspective, I do not have direct visibility into financial metrics, so I cannot quantify exact cost savings. However, I have seen strong operational ROI from PagerDuty Operations Cloud.
It has improved incident response efficiency by reducing alert fatigue, ensuring faster escalation, and lowering mean time to resolve (MTTR) through runbook automation. These improvements have helped prevent prolonged outages and reduced the impact of incidents, which indirectly contributes to cost savings and better service reliability at an operational level.
What other advice do I have?
I have some exposure to its autonomous AI agents, I have not extensively used its AIOps or generative AI capabilities. Despite that, the platform has had a strong positive impact on our operations.
By properly configuring alerting rules, we have been able to significantly reduce alert fatigue and shift focus toward more critical issues rather than routine noise. PagerDuty has also helped in reducing the number of duplicate alerts through intelligent pattern recognition.
Additionally, runbook automation has contributed to lowering our mean time to resolve (MTTR), enabling faster and more efficient incident handling. Overall, it has helped prevent costly incidents and improved operational efficiency across the team.
My review rating for PagerDuty Operations Cloud is nine point five out of ten.
Which deployment model are you using for this solution?
Hybrid Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Reliable Alerts Undermined by Poor Billing Support
What do you like best about the product?
I find PagerDuty's reliability to be world-class, providing a technically superior tool for managing on-call rotations and incident response for our engineering team. The multi-channel alerting is flawless, and the Slack and Kubernetes integrations are seamless, which are crucial for ensuring high availability of our SaaS platform. It effectively solves the critical problem of alert fatigue by ensuring major incidents in our cloud infrastructure are routed to the right engineer immediately.
What do you dislike about the product?
I'm really frustrated with PagerDuty's billing support. It's extremely slow, and responses take over a week. Fixing invoice errors like missing tax IDs is a major struggle, which is a big problem. Despite PagerDuty being about 'urgent response,' their customer service is sluggish, and that's overshadowing its technical value. We need a partner that responds to business issues as quickly as their software responds to incidents. The billing and account setup process has been a nightmare due to this lack of support.
What problems is the product solving and how is that benefiting you?
I use PagerDuty to manage on-call rotations and incident response, solving alert fatigue and ensuring critical issues reach the right engineer immediately. It helps maintain SLA commitments through clear escalation paths, integrating with our monitoring tools for high availability.
No More Missed Notifications Without Constant Email Checking
What do you like best about the product?
I don’t have to constantly check my email anymore to make sure I’m not missing any notifications.
What do you dislike about the product?
The queue functionality could support more advanced automations to ensure the right people are notified during a workflow incident.
What problems is the product solving and how is that benefiting you?
We had to consistently check and refresh our emails to make sure we weren’t missing any outage alerts. It gave us peace of mind, and we could see who had responded to the incident.
