PagerDuty

Bye Bye to old school on-call practices

Comentarios: Issues that use to "fall through the cracks" or receive no attention/acknowledgement at all have been almost eliminated totally. The time for a technical resource to be alerted to an incident and acknowledge it has gone from 15-25-35-45mins to 5 minutes or less. Teams are now proactively alerted to issues that may turn into something big before the customer notices any impact.

Puntos a favor:

PagerDuty is incredibly easy to setup and use. Creating new teams, on-call schedules, and escalation policies can be done in a matter of minutes. You can go from manually looking up people via a google calendar or an excel sheet, to engaging an on-call resource in 2 minutes or less from the great app while you are on the beach. The integration with Slack is great, no other way to say it. Very useful for incident notifications for those teams that rely heavily on Slack.

Puntos en contra:

The reporting functionality of PagerDuty needs some further enhancements. Obtaining certain data such as "what users are using which contact methods" for example still needs to be provided by contacting their Support team. The filtering of the Visibility console needs work and is currently limited to "All Teams" or a single team.

A Modern and Reliable Incident Management Platform - PagerDuty

Comentarios: We have been using PagerDuty for a few months now and have been really pleased with the experience. The incident response capabilities have been invaluable in helping us quickly address any operational issues. The user interface is easy to use and the integration capabilities have been especially helpful. We have experienced a few hiccups with customer support, but otherwise our experience has been positive.

Puntos a favor:

PagerDuty is a modern and reliable incident management platform that has simplified the way our team deals with operational issues. It has an intuitive user interface that makes it easy to navigate and manage all aspects of incident response. It also provides detailed insights on incidents and their root causes, allowing us to quickly identify and address any issues. The integration capabilities have been especially helpful in allowing us to quickly integrate into our existing systems and processes.

Puntos en contra:

The only downside we have encountered with PagerDuty is that the pricing can be somewhat expensive for smaller businesses. Additionally, the customer support could use some improvement, as responses are sometimes slow.

On-call software with rich features

Comentarios: I have been using PagerDuty for 1 year now, and I'm with the product so far. The only negative thing about the PagerDuty is the big latency during the incidents.

Puntos a favor:

PagerDuty does the job. It's gonna wake you up in the middle of the night, no matter what. The number of ways they are providing for acknowledging an incident is great. You can get a call, an SMS message, a push notification on the browser, or a mobile notification for an incident.

Puntos en contra:

PagerDuty has some latency when it comes to acknowledging incidents. After acknowledging an incident by using the mobile app, getting an additional phone call about the incident is a little bit annoying.

Very dependable alerts and notifications service

Puntos a favor:

Pagerduty has been the de facto standard for real-time notifications of on-call engineers in several IT product teams that I’ve worked in. It was easy to set up, integrates well with Slack and notifies the right people reliably and automatically. I really like the flexibly configurable notification rules (for example, send me a push notification first, then if I don’t acknowledge the issue, follow up with a text message, then a phone call, lastly try my personal phone number)

Puntos en contra:

The UI of the PagerDuty dashboard is not very discoverable, making it difficult to learn about many of the advanced features and configuration options

PagerDuty : A solution to almost every problem you didn't know you had yet

Comentarios: The software just works. We have had almost thirty thousand alerts flow through PagerDuty since we first started using it. The software completely replaced a rather broken SMS / Email alert chain overnight and has been by far the most valuable product we have purchased for keeping our system uptime levels where they need to be. Lastly a personal experience which I will always cherish. It's a snowy winter day and you're on call, but you needed paperless, and cat food, and pedlyte and diapers and other bits, so you took your 2 year old to a big box store. You're all the way at the back of the store and your phone goes off with "Something's broken... Something's Broken... It's your Fault! ... It's your Fault!..." In the box store, with a full cart and a toddler. Next thing you know... you're flying through the box store to the front, diapers falling out of the cart, sippy cup lost, toys missing, and toddler singing along with your phone since he now knows the words quite well. Get to the front, abandon the cart, the two children's voices still going full tilt, and get out to the parking lot just in the nick of time to production by ninja resizing a set of boxes as they are almost to the point of falling all over themselves. No one noticed. Thanks to PagerDuty. And now I'm *still* known as "The Something's Broken" dude by the managers of that store. They sing it to me every time I'm there 2 years later.

Puntos a favor:

Integration with CloudWatch, webhooks, Jira is outstanding, functional, and reliable. The application has gotten better over the years I have used it. Handles real issues in real time with everything you need Allows on-call individuals to customize their notification scheme to fit their life. Having full control over when, where and how you are "dinged" is just awesome.

Puntos en contra:

It's a little expensive per user if you need simple API things. The rule set for routing isn't as good as VictorOps for the same price point. PagerDuty is missing a "default route" option like VictorOps has. This is minor, because it's rather trivial to setup an extra account and use that "extra dummy account" as the "Default". I'm counting this as a "con" since we have had to do this for every single deployment of PagerDuty I've worked on where we wish to have alerts go to a team, but not actually notify anyone. Lastly, business-hours-only alerting is a little weak. (Maybe it has gotten better.) Every implementation I've found, we need to have some sort of queued' alerts which we don't want to wake us up in the middle of the night but we want to or need to know about next business day situation we have had to work hard to implement in PagerDuty.