PagerDuty Operations Cloud
PagerDutyExternal reviews
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Automated alerts have improved incident response in banking operations but calling notifications still need refinement
What is our primary use case?
My main use case for PagerDuty Operations Cloud is to set up alerts for any failures, such as when one server is down, a particular service is down, or when APIs are not responding due to technical issues, with PagerDuty triggering an alert and also calling my personal mobile number to notify me about the issue, allowing me to acknowledge that I am looking into it and take necessary actions. I can give an example of a situation where PagerDuty Operations Cloud helped us handle an incident, such as when our payment system was about to go down. During that time, we usually monitor the system manually, but there are incidents where an automated system works more efficiently than a human. PagerDuty Operations Cloud identified the issue first by alerting us that something went wrong with the servers or services, which enabled us to contact the DevOps and Dev team to identify the exact issue in our banking app, highlighting how helpful PagerDuty Operations Cloud has been from the beginning. PagerDuty Operations Cloud is very helpful for monitoring purposes, allowing us to set up multiple alerting methods such as SMS alerting, email alerting, and call alerting, all of which we commonly use, proving its usefulness across various banking services, with teams including Dev, DevOps, and SecOps relying on it heavily.
What is most valuable?
The best features of PagerDuty Operations Cloud include the SMS and call alerting functions, which I find very beneficial compared to other tools I have used, such as Coral Logics and Sumo Logic, which primarily focus on email alerting. PagerDuty Operations Cloud goes a level beyond by notifying users through SMS and calls, allowing us to tag the concerned teams to address specific issues promptly. In addition to those features, I also find the integration and reporting aspects of PagerDuty Operations Cloud valuable, as it records all triggered calls and incidents, enabling us to analyze patterns and identify the times when systems go down, thus assisting us in understanding and addressing the underlying causes. PagerDuty Operations Cloud has positively impacted our organization by ensuring that our banking applications, which operate 24/7, remain functional and efficient, contributing to better service availability.
What needs improvement?
I would suggest that the calling service could be adjusted since if a system goes down, the user receives continuous calls, which can be overwhelming. Once a user acknowledges the alert, it may be unnecessary to continue calling again and again, as it distracts from their work on resolving the issue. That is the only improvement I can suggest regarding the calling aspect of PagerDuty Operations Cloud.
For how long have I used the solution?
I have been working in my current field for around three or more years.
What do I think about the stability of the solution?
PagerDuty Operations Cloud is stable and provides accurate information.
What do I think about the scalability of the solution?
The scalability of PagerDuty Operations Cloud is very good, and it can handle increasing traffic as our organization expands without any issues.
How are customer service and support?
I have not needed to contact the customer support of PagerDuty Operations Cloud, as they provided thorough knowledge transfer once they handed over the services, and since then we have not encountered issues requiring support.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
PagerDuty Operations Cloud was our first client for an alert-based system, as it was part of a pilot project started around three years ago, and we did not use any other solutions before it.
What was our ROI?
PagerDuty Operations Cloud helps us reduce downtime and identify which systems have issues since it is not feasible to manually monitor everything. The automated system efficiently monitors the infrastructure and notifies us about problems, benefiting both our customers and the bank's reputation.
What's my experience with pricing, setup cost, and licensing?
I do not have any information regarding the pricing, setup cost, or licensing, as those details are managed by the organizational leadership.
Which other solutions did I evaluate?
We did not evaluate other options and directly chose PagerDuty Operations Cloud for our needs.
What other advice do I have?
I advise companies in the FinTech and banking sectors to consider using the alert-based system of PagerDuty Operations Cloud for their projects because digital services are becoming more prevalent across various sectors, and this system can enhance business operations by reducing incidents of system downtime and failures. My relationship with PagerDuty is strictly that of a customer utilizing their product for our business needs. I have covered multiple aspects of PagerDuty Operations Cloud in our discussion. My overall rating for this product is 7 out 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?
Reliable Incident Alerts and Seamless Team Coordination
What do you like best about the product?
PagerDuty makes incident alerts fast and reliable. It sends the right notifications at the right time and keeps our team organized. The on-call schedules are easy to manage, and the mobile app helps us respond quickly. It reduces downtime and makes our work smoother.
What do you dislike about the product?
PagerDuty can feel noisy at times when alerts are not filtered well. Some settings are a bit complex for new users. The pricing is also on the higher side for small teams. Overall, it works well but could be simpler and more cost-friendly.
What problems is the product solving and how is that benefiting you?
PagerDuty helps us catch issues immediately with fast and reliable alerting. It brings all alerts into one place, so we don’t miss anything important. It also makes on-call management easy, ensuring the right person gets notified at the right time. This reduces downtime, helps us respond faster, and keeps our systems running smoothly.
Empowers Incident Management with Reliable Alerts and Seamless Collaboration
What do you like best about the product?
I really appreciate how PagerDuty provides comprehensive visibility and control over our incident management process. Its real-time alerting is both reliable and quick, ensuring that the appropriate team members are notified instantly and without unnecessary distractions. The user-friendly dashboards, efficient on-call scheduling, and smooth integrations with our monitoring tools make it straightforward for teams to work together during incidents. Overall, PagerDuty enables us to respond more quickly, stay organized, and maintain high service uptime with minimal effort.
What do you dislike about the product?
One thing I dislike about PagerDuty is that the interface can feel a bit overwhelming at times, especially when navigating deeper configuration settings or managing complex on-call schedules. Some customization options also require extra steps, which adds to the learning curve for new users. Additionally, alert noise can build up quickly if not fine-tuned properly, making the initial setup a bit time-consuming. While the platform is powerful, simplifying certain workflows would make the overall experience even better.
What problems is the product solving and how is that benefiting you?
PagerDuty has significantly improved our incident response process by making sure that critical issues are quickly identified and escalated to the appropriate teams. This has led to faster response times, less confusion during outages, and smoother on-call rotations without the need for manual coordination. Thanks to its real-time insights, automated workflows, and integrations, we can take a more proactive approach, stop minor problems from escalating, and provide more reliable services to our users.
Real-Time Alerts and Seamless Integrations Boost Incident Response
What do you like best about the product?
Real-time alerting provides immediate notifications for critical incidents, which helps reduce response times. The escalation policies ensure that if one engineer does not respond, the incident is automatically escalated to the next person, preventing incidents from being overlooked. On-call scheduling is straightforward, making it easy to manage rotation schedules and distribute on-call duties among team members. The integration capability is strong, as it works seamlessly with monitoring tools, ticketing systems, Slack, Teams, and various automation platforms. Incident timeline visibility is excellent, offering a clear view of the sequence of events, including who acknowledged the incident and what actions were taken. This setup helps reduce MTTR, as teams can respond more quickly and in a coordinated manner, leading to less downtime overall. Mobile app support is also available, allowing users to acknowledge and respond to incidents directly from their phones when they are away from their desks.
What do you dislike about the product?
Alert fatigue can be an issue, as the system sometimes generates an excessive number of alerts, many of which are not critical. This can make it harder to maintain focus and respond with the necessary urgency. Additionally, there is a lot of noise from duplicate or repeated alarms—if thresholds or integrations are not properly configured, the same problem may trigger multiple alerts, which can be distracting. The pressure of being on-call is also significant; during particularly busy periods, the constant stream of notifications can be stressful and negatively affect work-life balance. Configuring escalation chains, routing rules, and service dependencies can be complex, especially for new users, and is not always intuitive. Finally, the alerts themselves sometimes lack sufficient context, so you often have to consult monitoring tools or logs to get the full details, as the PagerDuty notification alone is frequently insufficient for diagnosis.
What problems is the product solving and how is that benefiting you?
PagerDuty addresses the issue of delayed incident response and the absence of a clear escalation process during critical network or service outages. By consolidating alerts from various monitoring tools into a single platform, it ensures that the appropriate engineer is notified right away. If the initial responder does not act, the system automatically escalates the alert to the next on-call team member, preventing incidents from being overlooked.
For me and our NOC, this results in faster response times, which helps minimize service downtime. The clear on-call structure eliminates confusion about who should take action, while real-time incident visibility makes it easier to monitor progress. With less need for manual coordination, the platform efficiently manages alerting and escalation. It also assists in distinguishing between critical and informational alerts, helping us focus on the most urgent issues.
For me and our NOC, this results in faster response times, which helps minimize service downtime. The clear on-call structure eliminates confusion about who should take action, while real-time incident visibility makes it easier to monitor progress. With less need for manual coordination, the platform efficiently manages alerting and escalation. It also assists in distinguishing between critical and informational alerts, helping us focus on the most urgent issues.
Seamless Incident Management with Powerful Integrations
What do you like best about the product?
PagerDuty ensures critical issues are notified to the right person via multiple channels (mobile app, SMS, email) and enables well-defined on-call rotations and escalation policies
integration with tools like Slack, Zoom, monitoring systems (e.g., Prometheus) and usage of webhooks to build automated incident workflows
can manage multiple teams, services, and global operations
the mobile app and remote acknowledgement/resolution functionality are called out as strong points
integration with tools like Slack, Zoom, monitoring systems (e.g., Prometheus) and usage of webhooks to build automated incident workflows
can manage multiple teams, services, and global operations
the mobile app and remote acknowledgement/resolution functionality are called out as strong points
What do you dislike about the product?
- maybe new AI/automated workflows or automatic post-mortem functionality
- pricing is high relative to perceived value, especially for smaller orgs
- pricing is high relative to perceived value, especially for smaller orgs
What problems is the product solving and how is that benefiting you?
it helps prevent critical alerts from being missed by routing monitoring or event tool signals into a structured oncall system where the right person is notified with escalation until someone responds
Powerful Alerting and Monitoring, Though Interface Takes Getting Used To
What do you like best about the product?
Serves as a useful application for configuring alerts and monitoring key processes. The ability to set up an on-call rota and define clear escalation policies are great features.
What do you dislike about the product?
Nothing major for me, but I felt the interface was clunky and it took me a while to get used to the navigation. For a new user, it could be a daunting experience.
What problems is the product solving and how is that benefiting you?
We use PagerDuty to monitor or data pipelines and table refreshes. We also use it to alert failure of the BI model builds. We were able to integrate PD with those platforms we use for the above-mentioned processes, and it helps us stay on top of issues and address them immediately before they cause further, bigger problems.
Timely Alerts with Effortless Setup
What do you like best about the product?
I find the PagerDuty mobile app very useful because it allows me to check, acknowledge, resolve, and assign alerts right from the app. The alerts are communicated promptly through phone, email, or SMS, enabling immediate investigation and resolution. The simple UI of the mobile app and the detailed web portal are standout features.
What do you dislike about the product?
Sometimes I face issues with sso login. I cant find any other issues
What problems is the product solving and how is that benefiting you?
PagerDuty ensures timely alerts through phone, email, or SMS, enabling prompt investigation and resolution of issues, which benefits both my organization and me.
Enhancing Incident Management with Pager Duty
What do you like best about the product?
I love that pager duty has several different audible alerts, some of them are hilarious. Since picking up pager duty, I've been able to respond to incident and engage teams more efficiently.
What do you dislike about the product?
The only thing that I don't like about Pager Duty is that once I resolve an incident I can not re open the same incident if the issue recurs I have to start a new incident which sometimes can cause confusion with stakeholders and users.
What problems is the product solving and how is that benefiting you?
Pager Duty allows us to manage schedules and communicate with teams which makes it easier to respond to incidents in a timely manner, contact the appropriate people when needed and collaborate across teams to resolve issues, mitigate down time and provide excellent customer service.
Streamlines incident response procedure
What do you like best about the product?
Quite easy to define services, teams, and schedules, It has integration with many apps, and also supports webhooks making it quite easy to integrate with other monitoring systems.
The ability to define incident automations is great, we can get a slack notification, with a temporary incident channel created with already a Zoom call link created.
The ability to define incident automations is great, we can get a slack notification, with a temporary incident channel created with already a Zoom call link created.
What do you dislike about the product?
Even though the incident workflows are great they are still limited in terms of functionalities, e.g. I would like incident channels to be archived only after X days.
What problems is the product solving and how is that benefiting you?
Getting people working together quickly whenever there is an incident.
Best Tool for Alert Management and on call support
What do you like best about the product?
1 - The services setup is evry easy
2 - The integration of services with various tools like slack and aws are very convinient and easy to integrate.
3 - The incident history helps in documenting the alerts as well
4 - Easy collaboration with Team
2 - The integration of services with various tools like slack and aws are very convinient and easy to integrate.
3 - The incident history helps in documenting the alerts as well
4 - Easy collaboration with Team
What do you dislike about the product?
The AI feature plan is very expensive in Pagerduty overall the experience is good.
What problems is the product solving and how is that benefiting you?
Being in the Devops Team our main concern is alert and responses monitoring , with the help of Pagerduty we are able to send alert to them and via on call we get the calls as well as notifications in our slack channel that helps in early acknowledgement and resolution of alerts.
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