My main use case for PagerDuty Operations Cloud is to handle all technical perspectives of incident management and real-time alerting. I primarily use PagerDuty Operations Cloud for the health tech environment, specifically in telemedicine platform and EHR-related applications, where it is required to ensure high availability.
PagerDuty Operations Cloud
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PagerDuty Brings Order to Production Incidents with Smart Escalations
What do you like best about the product?
The best part about PagerDuty is its ability to minimize operational mayhem during actual production incidents, especially for firms where every second of downtime is associated with lost dollars, customer confidence, and regulatory risk.
For example, in a fintech firm, we had an incident with our payment reconciliation system whereby our payment reconciliation process would fail at times during our settlement periods due to delays in queue processing between our bank partners and internal ledgers. Prior to implementing structured incident management, there was chaos in the way alerts were being handled via our Slack channels and email. However, after introducing PagerDuty, there was a defined process of alert escalations based on services. Every time latency levels increased, the relevant backend, infra, and database engineering teams would be escalated through the incident process to help minimize any delay in resolving the issue.
Another benefit about PagerDuty was its ability to cut down on noise and prioritize critical alerts. When you work within fast-growing systems and event-driven architectures, it is easy for engineers to get used to too many alerts.
For example, in a fintech firm, we had an incident with our payment reconciliation system whereby our payment reconciliation process would fail at times during our settlement periods due to delays in queue processing between our bank partners and internal ledgers. Prior to implementing structured incident management, there was chaos in the way alerts were being handled via our Slack channels and email. However, after introducing PagerDuty, there was a defined process of alert escalations based on services. Every time latency levels increased, the relevant backend, infra, and database engineering teams would be escalated through the incident process to help minimize any delay in resolving the issue.
Another benefit about PagerDuty was its ability to cut down on noise and prioritize critical alerts. When you work within fast-growing systems and event-driven architectures, it is easy for engineers to get used to too many alerts.
What do you dislike about the product?
Another point that I find unappealing about PagerDuty is that as more complex environments scale, the system tends to be noisy and harder to manage operationally without proper management and maintenance of alert hygiene at the early stages of the project lifecycle.
For example, in an environment for a fintech company, where real-time fraud detection and transactions monitoring applications operate, we originally set too many infrastructure and application-level alerts within PagerDuty. Over time, engineers began receiving numerous low-information content alerts in peak transaction periods, coming from various dependent microservices that were downgraded in performance but did not impact customers. This led to engineers spending more time dealing with notifications than solving the underlying problem. In no way PagerDuty was problematic here, but the platform requires precise incident design and management for large-scale distributed environments.
The second point I'd like to make is that maintaining escalation policies becomes more challenging in terms of operational costs as the team grows larger. Engineering organizations often undergo frequent changes in terms of responsibilities and service ownership, so keeping escalation structures up-to-date is important for proper incident resolution.
For example, in an environment for a fintech company, where real-time fraud detection and transactions monitoring applications operate, we originally set too many infrastructure and application-level alerts within PagerDuty. Over time, engineers began receiving numerous low-information content alerts in peak transaction periods, coming from various dependent microservices that were downgraded in performance but did not impact customers. This led to engineers spending more time dealing with notifications than solving the underlying problem. In no way PagerDuty was problematic here, but the platform requires precise incident design and management for large-scale distributed environments.
The second point I'd like to make is that maintaining escalation policies becomes more challenging in terms of operational costs as the team grows larger. Engineering organizations often undergo frequent changes in terms of responsibilities and service ownership, so keeping escalation structures up-to-date is important for proper incident resolution.
What problems is the product solving and how is that benefiting you?
The PagerDuty product line is currently addressing one of the most pressing operational challenges facing modern engineering organizations: the lag between identifying a problem and aligning the necessary resources to address it effectively.
In a financial technology setting with transaction processing and settlement flows, even small delays can result in downstream operational problems such as payment failures, accounting discrepancies, customer complaints, and regulatory risks. In the absence of formal incident management protocols, alerts would be scattered throughout various monitoring services, emails, and communication channels, sometimes resulting in ownership disputes when outages occurred. The PagerDuty suite unified this entire workflow process, routing all incidents according to their respective ownership and priority automatically.
For example, there was an actual operational situation where we received latency alerts from our banking integration partner due to API requests being slow during peak payout periods. The initial challenge for us was to determine whether the problem was in our infrastructure, in our database, or if it was coming from our integration partner. However, with PagerDuty integrated with our monitoring systems and escalation processes, the backend engineers, infrastructure responders, and platform leads could be notified simultaneously and collaborate to resolve the bottleneck much faster than before.
In a financial technology setting with transaction processing and settlement flows, even small delays can result in downstream operational problems such as payment failures, accounting discrepancies, customer complaints, and regulatory risks. In the absence of formal incident management protocols, alerts would be scattered throughout various monitoring services, emails, and communication channels, sometimes resulting in ownership disputes when outages occurred. The PagerDuty suite unified this entire workflow process, routing all incidents according to their respective ownership and priority automatically.
For example, there was an actual operational situation where we received latency alerts from our banking integration partner due to API requests being slow during peak payout periods. The initial challenge for us was to determine whether the problem was in our infrastructure, in our database, or if it was coming from our integration partner. However, with PagerDuty integrated with our monitoring systems and escalation processes, the backend engineers, infrastructure responders, and platform leads could be notified simultaneously and collaborate to resolve the bottleneck much faster than before.
Peace of mind for on-call teams, though setup takes time
What do you like best about the product?
What really stands out is its unmatched reliability and sophisticated incident orchestration. The platform is incredibly effective at cutting through alert noise with AIOps, so our team is only paged for high-priority, actionable incidents. The on-call scheduling and escalation policies are also very robust, which gives us full confidence that critical issues won’t go unacknowledged.
What do you dislike about the product?
To be honest, what I dislike most is the pricing structure, which can get quite expensive as you scale your team or add more advanced features. The initial configuration and setup can also feel a bit overwhelming; there are so many options and integrations that the learning curve for a new administrator is steeper than I expected. On top of that, the mobile app notifications can sometimes be a little too aggressive if you haven’t fine-tuned your alert rules perfectly.
What problems is the product solving and how is that benefiting you?
PagerDuty helps solve the problem of fragmented incident response and alert fatigue. Before we started using it, we often missed critical notifications, or multiple people would jump on the same issue without clear coordination.
For me, the biggest benefit is a lower Mean Time to Repair (MTTR) and a clear, automated escalation path. It gives me peace of mind that if something breaks at 3 AM, the right person is notified immediately. I also have the context I need to fix the issue quickly, which ultimately helps us maintain our service level agreements (SLAs) with our customers.
For me, the biggest benefit is a lower Mean Time to Repair (MTTR) and a clear, automated escalation path. It gives me peace of mind that if something breaks at 3 AM, the right person is notified immediately. I also have the context I need to fix the issue quickly, which ultimately helps us maintain our service level agreements (SLAs) with our customers.
Real-time incident response has improved but alert grouping and setup still need refinement
What is our primary use case?
What is most valuable?
PagerDuty Operations Cloud offers excellent features including the alert system and automated incident escalation capability, which is effective for routing issues to the right team through mobile notifications, SMS, or phone calls.
The real-time monitoring feature in PagerDuty Operations Cloud makes the biggest difference for my team, as it is quite helpful for on-call management and day-to-day operations.
PagerDuty Operations Cloud has positively impacted my organization by working effectively with most cloud service providers like AWS or Azure, improving visibility and reliability of incident responses.
I have seen a reduction in incident response time, with MTTR efficiently reduced by 30 to 40%, better SLA compliance, and improved operational visibility through incident analytics and reporting dashboards since implementing PagerDuty Operations Cloud.
The alert reduction feature in PagerDuty Operations Cloud has minimized downtime and improved incident response efficiency in my organization.
What needs improvement?
There are a couple of areas where PagerDuty Operations Cloud can be improved, such as enhancing Event Intelligence and alert grouping features and simplifying the initial configuration of escalation policies.
For how long have I used the solution?
I have been using PagerDuty Operations Cloud for more than two years.
What do I think about the stability of the solution?
PagerDuty Operations Cloud is stable.
What do I think about the scalability of the solution?
The scalability of PagerDuty Operations Cloud is quite good, as it works well with enterprise-level systems.
How are customer service and support?
Customer support for PagerDuty Operations Cloud is quite effective.
Which solution did I use previously and why did I switch?
Before implementing PagerDuty Operations Cloud, I relied on basic monitoring tools and email alerts for health tech monitoring, and I noticed a significant improvement after switching.
What was our ROI?
I have not reached ROI yet, but I am close, with a reduction in downtime and faster incident resolution.
What's my experience with pricing, setup cost, and licensing?
I would say the pricing is quite mid-range, but the setup cost and licensing can sometimes be a little challenging.
Which other solutions did I evaluate?
Before choosing PagerDuty Operations Cloud, I evaluated basic monitoring tools and email alert systems but found that PagerDuty offered stronger integration and operational visibility.
What other advice do I have?
I would advise others to clearly define their incident management strategy before implementing PagerDuty Operations Cloud. I would rate this solution a 7 out of 10.
User-Friendly with Simple Setup
What do you like best about the product?
I use PagerDuty for note-taking and incident management. I like the ease of use interface, which is user-friendly and makes things relatively simple.
What do you dislike about the product?
I think the trending of info could be improved. Specifically, it could be better at showing the number of incidents and the length of time.
What problems is the product solving and how is that benefiting you?
I use PagerDuty for note taking and incident management, mainly to monitor outages.
Essential for Incident Management with Room for Improvement
What do you like best about the product?
I like the bypass feature in PagerDuty, especially since it ensures that even if the phone is on Do Not Disturb or silent, it still pages out. It also offers multiple ways to reach out, which I find very useful. Additionally, the initial setup of PagerDuty was pretty straightforward.
What do you dislike about the product?
It would be nice to be able to acknowledge the pager via voice command without ever touching the phone.
What problems is the product solving and how is that benefiting you?
I use PagerDuty for priority 1 and 2 incidents and on-call purposes. It solves paging people outside working hours. The bypass feature ensures alerts go through DND or silent mode, with multiple contact methods.
Automated incident alerts have boosted checkout reliability and increased online sales
What is our primary use case?
We have been using PagerDuty Operations Cloud for about 1.5 to two years now.
Our main use case with PagerDuty Operations Cloud is to create automation workflows with the Gen AI capabilities present in PagerDuty Operations Cloud. We run it on our e-commerce platform to detect anomalies whenever they occur.
We want to firefight different situations, so with the Gen AI capabilities of PagerDuty Operations Cloud, whenever an issue arrives during the checkout of a customer, it immediately informs us and we create a Teams channel or a Slack channel to address the issue, determine what the issue is, and fix it immediately. It throws us alerts whenever it is necessary to keep the customer journey much more smooth and much more comfortable.
We particularly use this to avoid different incidents that the customers might face, such as payment database issues, checkout issues, or product not going into cart issues. With the Gen AI provided by PagerDuty Operations Cloud, we are able to sort out everything, get timely notifications, and make the customer's journey much more smooth.
What is most valuable?
One of the best features is the notification categorization that we can do with PagerDuty Operations Cloud, which is the incident type categorization. We can select whether it is a major incident or a minor incident and based on what we select, a dedicated Slack channel or a dedicated Teams channel is created, which is much more helpful for us to diagnose the issue.
With the incident type categorization, we are able to prioritize which issues to sort out first and which issues to sort out later. This has helped us firefight the major issues on a first come first serve basis, so categorization helps us work more efficiently.
With the help of PagerDuty Operations Cloud, we have been able to resolve a lot of issues in a much quicker fashion. Our overall sales has gone up 30% after the introduction of PagerDuty Operations Cloud, which is a major advantageous situation for us.
This was majorly due to reduced downtime and faster response, which made the customer believe us more and made the customer's entire user journey much more smoother. This has directly impacted our sales, and the customer's journey within our e-commerce platform has been very quick with the reduced downtime, so this has helped us gain more sales.
What needs improvement?
Everything is fine now with PagerDuty Operations Cloud, but one thing that they can do to improve is bring more integrations. As of now, only Slack and Teams integration is there for firefighting, and whenever an issue arrives, a notification is provided only on these platforms. A lot of different channels can also be looked into for integration to make the work much more smoother.
For how long have I used the solution?
We have been using PagerDuty Operations Cloud for about 1.5 to two years now.
What do I think about the stability of the solution?
PagerDuty Operations Cloud is very much stable. Being a cloud-front platform, there is no downtime, and with Amazon AWS hosting it, we find it very stable and the updates are also quite regular, which is something that we appreciate very much.
What do I think about the scalability of the solution?
PagerDuty Operations Cloud is very easy to scale, given the Gen AI diagnostics and Gen AI metrics present, and automation is also there, which is quite helpful in scaling up the entire platform and the entire business journey for us as well.
How are customer service and support?
Customer support is very great. We would rate it 10 on 10 because they are very knowledgeable people and we enjoy engaging with them a lot.
Which solution did I use previously and why did I switch?
We did not use any prior solutions to this; we were doing it manually only, and PagerDuty Operations Cloud is one of the first softwares that we have used.
What was our ROI?
We have seen a positive return on investment with the help of PagerDuty Operations Cloud. We have seen an increase in our sales, a 30% increase in our overall sales with the help of PagerDuty Operations Cloud, and also our sales cycle time has reduced a lot. We have seen a 50% improvement in our sales cycle as well with the help of PagerDuty Operations Cloud.
Which other solutions did I evaluate?
We did not evaluate any other options. We just saw the PagerDuty Operations Cloud demo and we were impressed with it, and we went ahead with it as it was much more affordable and it solved our issues.
What other advice do I have?
The incident alert feature that PagerDuty Operations Cloud gives has helped us prevent a lot of issues which are about to come, and a lot of same mistakes have been stopped. The repeating of the same mistakes has been stopped, so this has helped us make new mistakes instead, which is much more better than making the same mistakes again and again. This has helped us grow our business in a much more efficient and much more quicker manner than we expected.
We would definitely recommend that others at least take the trial version of PagerDuty Operations Cloud because for every e-commerce business, or any business, an AI which is as powerful as PagerDuty Operations Cloud must be deployed so as to reduce the number of errors and to improve the overall business efficiency. We urge others to at least try using the trial version. We give this review an overall rating of 10.
Which deployment model are you using for this solution?
Private Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
On-call workflows have been streamlined and critical alerts are now managed without being missed
What is our primary use case?
My primary use case for PagerDuty Operations Cloud is for the on-call support that my team provides. We work in two phases: we build and architect things, and then we support them. Every week, two engineers from my team serve as on-call support engineers for any escalation tasks or emergencies that may happen with our production environment. We have monitoring and observability enabled for our services, applications, and servers. Whoever is the on-call engineer for that particular week follows an escalation matrix with five people: two primary and secondary on-call engineers, two primary and secondary management contacts, and the highest level, which is CVP. If something is not resolved by the primary engineer, it escalates to the secondary engineer, then to primary management, secondary management, and so on. We have a predefined roster that has been scheduled for approximately the next year, where each primary engineer is assigned a week. Every engineer is assigned a role as either a primary or secondary on-call engineer, and any escalations during that period are managed by PagerDuty Operations Cloud and communicated to the primary engineer, who then acknowledges it, resolves it, escalates it, or takes whatever action is needed.
What is most valuable?
The best features of PagerDuty Operations Cloud are that it is a fairly good tool for alerting. Here is how the process works: suppose there is an XYZ server in my environment hosting a production or development application, and a primary on-call engineer has been assigned for that particular week. We have set up monitoring and observability for that node so that if the node is not reachable, an alert is triggered and sends a notification to our integrated Slack channels with PagerDuty Operations Cloud. If the engineer is available, they can acknowledge the alert. If they fail to acknowledge it, the system calls them on their provided number. If that is also not acknowledged, it sends a text message. If those actions are not acknowledged, it sends an alert to the secondary engineer and calls them as well. This multi-channel approach makes it very difficult to miss an important alert or update. PagerDuty Operations Cloud handles this process perfectly, and we do not miss any alerts because of this system.
Regarding the stability of PagerDuty Operations Cloud, I cannot recall an incident where it was not available. I can say that it is 100 percent reliable for my needs.
What needs improvement?
PagerDuty Operations Cloud itself functions well, but our setup sometimes feels irritating. The calls come very early in the morning, and even after we acknowledge them, numerous calls from PagerDuty Operations Cloud pop up before we have fully woken up. We try to snooze them, but this is a result of how we have configured our alerting mechanisms rather than a PagerDuty Operations Cloud issue.
Another piece of feedback is that there should be more options for changing the automated voice that calls us. The automated voice could be better as it is not very interesting and feels outdated. I have not seen updates to it during the time I have been using PagerDuty Operations Cloud. I do not see many updates made to PagerDuty Operations Cloud overall. The UI is simple, but it should be refreshed periodically to keep up with current times. Everything needs a fresh appearance periodically.
For how long have I used the solution?
I have been using PagerDuty Operations Cloud for the past four years.
What do I think about the scalability of the solution?
PagerDuty Operations Cloud's scalability as a solution is fairly straightforward and has maintained its effectiveness. With new integrations being launched periodically, such as Slack and Datadog, the platform has blended itself well from an integration perspective. Whatever top-notch tools we are using as an enterprise solution, PagerDuty Operations Cloud has kept itself current and integrates nicely with all the tools we use these days. Even with upgrades we are making, such as adopting AI agents and using the latest AWS services like Bedrock and SageMaker, it is fairly easy to integrate with PagerDuty Operations Cloud. The platform also provides the option of changing rosters. PagerDuty Operations Cloud has a mobile application that I can use on my mobile phone, and it is fairly easy to use from mobile as well. I can change my rosters and reach out to my primary management and other contacts through the mobile app. It has kept up with recent times and continues to evolve.
What other advice do I have?
I was not involved in the deployment of PagerDuty Operations Cloud because it was already in my organization when I joined. However, after using it for the past four years, I can say it does not need much complexity. The architecture is straightforward, as PagerDuty Operations Cloud is integrated with my Datadog and Slack systems. The integrations are easy, and it is now being integrated with AI agents as well. In the UI, I can see who is on the schedule. Although I was not involved in the deployment, I know it is fairly easy to use.
I would rate PagerDuty Operations Cloud around a nine out of ten. I deduct one point for the lack of updates to the UI, as the platform has not made many updates to its interface. Despite this, it does the job that it needs to do, and I would rate it a nine.
Automation has transformed incident response and now keeps teams informed before impact
What is our primary use case?
My main use case for PagerDuty Operations Cloud is to ensure that people and teams get the right information about the right problems at the right time. Before PagerDuty, it was very hard for us to do that manually, while we wasted a lot of time, and we also had a lot of human errors.
Now most of these things are automated, so we do not need to do that manually, allowing us to save a lot of time and cost and reduce a lot of errors, thanks to PagerDuty.
If our team faces production issues, service downtime, server problems, or any critical failure, PagerDuty Operations Cloud is there to inform them on what to do and what should not be done.
What is most valuable?
PagerDuty Operations Cloud offers instant alerts through call, SMS, or application without any delay, easy integration with monitoring tools such as AWS, Datadog, or CloudWatch, effective handling of high-priority incidents, improved overall team coordination during incidents, and quick response for problem resolution.
Instant alerting helps our team during incidents by ensuring the right people and teams get the right information about the right problems at the right time, enabling them to solve any problem before it impacts our business operations.
PagerDuty Operations Cloud has positively impacted our organization by reducing our downtime significantly, increasing revenue with a high percentage of growth, strengthening and stabilizing our relationship with clients, making clients happy and ready to extend our contracts, and reducing the workload and stress on teams.
What needs improvement?
PagerDuty Operations Cloud needs improvement in several areas, including the high price for small teams and companies. I would say that reporting could also be made more accurate.
Additionally, the mobile application needs many improvements. The reason I took off that one point is that the mobile application should be enhanced, and the high price is a concern for smaller teams.
For how long have I used the solution?
I have been working in my current field for eight years and ten months.
What do I think about the stability of the solution?
PagerDuty Operations Cloud is very stable, and I have not experienced any downtime.
What do I think about the scalability of the solution?
I would say it is very scalable, as it has efficiently handled my organization's growth.
How are customer service and support?
Customer support is very responsive and proactive, available twenty-four hours a day, seven days a week.
Which solution did I use previously and why did I switch?
I did not previously use a different solution.
How was the initial setup?
My advice for others looking into using PagerDuty Operations Cloud is that when it matters, the tool is reliable in alerting, escalation, and preventing incidents from failing through the cycle. However, be aware that it has a complex setup and some advanced features feel hidden, such as the mobile application needing vast improvement. Remember to consider the cost if you are a smaller organization, as it is a bit high. Overall, it is a highly recommendable tool to avoid costly late incidents and keep your team aware.
What was our ROI?
I have seen a return on investment as it saves a lot of money by providing timely alerts and automation, with financial figures indicating a profitable journey with PagerDuty Operations Cloud, ensuring faster and more accurate responses to incidents, improving customer service experience, and resulting in fewer SLA penalties.
PagerDuty Operations Cloud's autonomous AI agents have contributed greatly to the efficiency and growth of my organization's needs.
What's my experience with pricing, setup cost, and licensing?
The pricing, setup cost, and licensing are a bit high for smaller teams and companies, but I find it relatively competitive for medium and large enterprises.
Which other solutions did I evaluate?
Before choosing PagerDuty Operations Cloud, I evaluated other options such as Microsoft Teams.
What other advice do I have?
We have implemented AI and automation through PagerDuty Operations Cloud for incident response, which has changed our operational efficiency by allowing us to save a lot of cost and time and reduce human errors.
PagerDuty Operations Cloud is easy to customize, has a very intuitive user-friendly interface, and features great event orchestration. The alert reduction feature has been very helpful in preventing costly incidents in my organization, ensuring the right people and teams get the right information about the right problems at the right time, enabling them to solve problems before they impact our business operations.
Through automation, PagerDuty Operations Cloud's AI functionality has improved our team's ability to focus on core tasks rather than routine issues. I assess the effectiveness of PagerDuty Operations Cloud's generative AI in providing insights for decision-making as accurate and top-notch.
Significantly, we have experienced a reduction in downtime from forty percent to twenty-five percent in recent months. I give this review a rating of nine 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?
Amazon Web Services (AWS)
Reliable alerts have reduced incident response time and save hours each week
What is our primary use case?
PagerDuty Operations Cloud serves as an alerting tool for our organization. Whenever applications or any protection systems are down, we get notified via email and mobile. My current role in PagerDuty Operations Cloud is an admin role. Whenever there is a new user or any higher management requirement to grant email access to a particular server or program, we receive the request via the team, and they mention which team they are from and their role. Based on that information, if I get one email ID with a name, I have to enable the ID, then I have to add the name to PagerDuty Operations Cloud for the particular program. When the application is down or any issue is triggered, the user will be notified via mobile and email.
What is most valuable?
PagerDuty Operations Cloud has several valuable features. We have many monitoring tools, but the major use of PagerDuty Operations Cloud is that when a production alert comes in, it previously went mostly to Outlook and Slack. Once PagerDuty Operations Cloud came into the picture, sometimes we are not in shift or on weekends, or we might be outside. During that time, we would miss most of the issues. However, if PagerDuty Operations Cloud is enabled, it will notify us on mobile. We will get SMS as well via PagerDuty Operations Cloud. We have to know the criticality of the request, and based on that, if critical servers or issues arise, we have to work and fix them immediately. PagerDuty Operations Cloud mostly notifies us for issues based on priority.
The benefits I have seen so far from using PagerDuty Operations Cloud solution include many solutions. The major use is monitoring alerts. Another benefit is on-call scheduling, which goes directly to the right person. We also have an option called the escalation policy. If I am the primary one and I don't acknowledge the call, it redirects to my secondary person. If the secondary is unresponsive, it moves to the tertiary person. This is a major feature. Once we acknowledge the alert, it sends to the next level. It helps in easily coordinating incidents, such as identifying whether it is an issue or an outage. The notification aspect is a major use I see in PagerDuty Operations Cloud.
What needs improvement?
Currently, improvements for PagerDuty Operations Cloud could be made. It mainly acts as a monitoring alert tool. We need to prioritize tickets according to P1, P2, P3, and perhaps create a dashboard for program-based insights. Additionally, features related to hardware and software agents should be included. Currently, it only notifies us about incident management. If we install an agent or similar tool to collect data from a server at the hardware or application level, we could present multiple metrics in the same tool, which would be more beneficial.
For how long have I used the solution?
I have been using PagerDuty Operations Cloud solution for the last couple of years.
What do I think about the scalability of the solution?
AI features within PagerDuty Operations Cloud will definitely benefit operations. However, because our project involves huge tools in a large environment, they may have planned to implement AI later. This feature would certainly reduce work, duplicates, and incidents. AI validates first-level issues, and once an issue is resolved, it won't return to us. If the issue persists and the user cannot fix it, it will come back to us. This is a good option, but our organization needs a process and approval to implement it. We may do that in the future.
How are customer service and support?
We have not directly used PagerDuty Operations Cloud support, but we are satisfied with the support we receive. I always get answers to the questions I post. I would rate them an eight out of ten because I'm not entirely sure if I reached PagerDuty Operations Cloud support or third-party support through Slack.
Which solution did I use previously and why did I switch?
If I remember correctly, our organization used Dynatrace before PagerDuty Operations Cloud. We have multiple tools for monitoring in our client's project. PagerDuty Operations Cloud is not a replacement for any tool. We also use Grafana dashboards and CloudWatch. We have not transitioned from any tools as far as I know.
How was the initial setup?
Implementation of PagerDuty Operations Cloud in our organization occurred previously. We recently took over the team, so we did not have any opportunity for implementation. Whatever features are available, we use them, add users, and alter settings. In the future, if I get the opportunity, I would definitely implement how we can deploy the application in the cloud and manage those processes.
What was our ROI?
PagerDuty Operations Cloud is definitely an important tool. With our investment, we can save time and resolve issues quickly. It is critical from my viewpoint.
We definitely save time with PagerDuty Operations Cloud. It saves more than half an hour—30 minutes—for each incident. For example, if we receive 10 incidents today, with PagerDuty Operations Cloud it will notify us immediately. This allows us to troubleshoot and fix the issue efficiently. For each ticket, we save around 30 minutes. That is almost 40 to 50 hours saved in a week.
Which other solutions did I evaluate?
The main differences between Dynatrace, Grafana, and PagerDuty Operations Cloud for monitoring are that both PagerDuty Operations Cloud and Dynatrace are monitoring tools. However, Dynatrace is a full-stack monitoring and observability tool, while PagerDuty Operations Cloud is mainly an incident alerting tool. Dynatrace is known for good detecting capabilities and covers multiple technologies, including cloud, on-premises, and databases. PagerDuty Operations Cloud focuses on incident alerting and routing. Both have AI capabilities and can help with root cause analysis, yet Dynatrace is typically used by SREs and platform teams, while PagerDuty Operations Cloud is used by on-call engineers and operation teams.
What other advice do I have?
We have not used any AI agent. PagerDuty Operations Cloud is the only tool we are using.
There is an option to see insights from AI, but our role is very limited. We only cover particular scenarios, so we don't use that option.
I know how we can use AI for incident response in PagerDuty Operations Cloud, but in my current organization, I don't have the opportunity to work with that. However, I am updating myself and going through information on the internet about AI in PagerDuty Operations Cloud. We can enable it for validating duplicate issues and when we get defined issues. If we know the troubleshooting process for an issue, we can use AI to do the first level of implementation. If the issue persists, we can address it. We can also use AI to suggest responses, and if we get an alert, AI can provide suggestions or references to resolve it, as well as post root cause content.
PagerDuty Operations Cloud is definitely a useful tool because I have heard about it recently. It helps us resolve critical alerts efficiently, benefiting my team and my managers in addressing issues. I would rate its performance well, and if it scales up with more technologies and features, it would encourage wider adoption among teams. In my previous company, it was not well-known. Promoting it could increase its usage. I would rate PagerDuty Operations Cloud an eight out of ten for overall performance.
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?
Proactive alerts and clear incident documentation have improved our outage response times
What is our primary use case?
I handle level two operations. Whenever a major incident occurs or there is an outage, I am informed first via Splunk, DataDog, and PagerDuty. PagerDuty Operations Cloud is used for alertness, and we have configured threshold values within it. I have the mobile application installed on my phone, so I receive information about any outage as soon as it occurs.
I work at Vodafone Intelligence Services, which is a subsidiary of Vodafone. We are a UK-based company that performs level one, level two, and level three operations for all European countries and some countries in India, including South Africa, Ghana, Spain, Egypt, Hungary, and the UK. These are our major customers. As part of operations, we have a team of about 15,000 people who manage the different markets and customers. PagerDuty Operations Cloud is used everywhere across our organization, along with Splunk and AppDynamics.
What is most valuable?
PagerDuty Operations Cloud is used for monitoring, and we upload detailed documentation for major incidents such as P2 or P1 severity. We prepare documentation about the incident including what caused it, what the resolution time was, what the impact was, and everything else, which we then put on PagerDuty Operations Cloud. Apart from this, we do not use it for any other applications; it is used exclusively for monitoring purposes and setting up alertness.
We receive many benefits as part of L1 or L2 operations running 24 hours a day. As soon as there is an issue, if I am the first point of contact and I do not receive the call, it goes to the second person, my line manager. If my line manager does not pick up the phone, it goes to the third person, the skip-level manager. This is beneficial for us; even if it is a minor outage lasting 5 or 10 minutes, we receive an alert about it. If there is a major incident, we still receive the alert. Even if we are away from the system and not actively monitoring, we get the alert as soon as there is an outage.
We have the TIBCO integration layer, which is integrated with DataDog, and DataDog is integrated with PagerDuty Operations Cloud. When we ask PagerDuty Operations Cloud how many incidents are recurring with a specific service, it provides historical data showing how many times that service was down.
What needs improvement?
I do not see any improvements needed in how I use PagerDuty Operations Cloud; it is still good. We receive phone calls and emails, but the use case is limited. It needs to be integrated with some other applications. I expect it to be one platform for all operations; it should not depend upon Splunk, DataDog, or other applications or tools. Everything should be in one place to make things easier and reduce complexity. Otherwise, we have to manage different tools. I expect monitoring tools to be consolidated together for better results and less complexity.
For how long have I used the solution?
I have been using PagerDuty Operations Cloud for almost three and a half years now.
What do I think about the stability of the solution?
I have not seen any crashes in PagerDuty Operations Cloud; it is a good tool. The user interface is really what I appreciate most. It is not a tedious task to spend time on PagerDuty Operations Cloud. The smoothness, availability, and user interface are very friendly. I have used other tools like DataDog, which is a little more complex, but PagerDuty Operations Cloud is a good tool with a friendly UI.
What do I think about the scalability of the solution?
PagerDuty Operations Cloud will grow; we do not have any concerns for this product. We need to put the system together for alerts, and it is good that PagerDuty Operations Cloud has the availability and will definitely grow over time.
How are customer service and support?
For technical support, we raise tickets most of the time and do not get in touch with them directly. However, we receive resolutions in a timely manner. The technical support team has expertise and answers our questions on the first attempt, keeping interactions short and simple, which makes a huge impact. If they sent us back and forth, it would make for lengthy discussions. When we raise an issue with PagerDuty Operations Cloud technical team, they respond effectively and keep it concise. We do not have to raise multiple tickets for the same issue; it is the best experience we have had.
Which solution did I use previously and why did I switch?
Since I joined the organization, I have only three and a half years of experience, and from day one, I have used PagerDuty Operations Cloud. I am not sure how the team handled previous incidents before. I believe the organization has been associated with PagerDuty Operations Cloud for a longer period of time. I do not remember how the team managed incidents prior, but PagerDuty Operations Cloud helps us monitor systems effectively, and we have not had any escalations to date. We handle outages within 10 to 15 minutes. Customers may panic, but major escalations are managed effectively.
What other advice do I have?
PagerDuty Operations Cloud is used for monitoring, and detailed documentation is uploaded if there is a major incident such as P2 or P1 severity. Documentation about the incident is prepared including what caused it, what the resolution time was, what the impact was, and everything else, which is then put on PagerDuty Operations Cloud. Apart from this, it is not used for any other applications; it is used exclusively for monitoring purposes and setting up alertness. I would rate this product 8 out of 10.
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