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?
Must have tool for incident managemnt
What do you like best about the product?
Esclation policies , How it group together incident and reduce noise
What do you dislike about the product?
MOst features are now add-on which makes it difficult to convince managemnt to buy.
What problems is the product solving and how is that benefiting you?
PagerDuty is helping us reach out to people during the incident and esclation policies help us get someone on the call when it is absoultely needed.
one of the best incident management tool
What do you like best about the product?
Pagerduty helps to manage the incident which we can integrate on cloud artichture and other monitoring tools like senty
What do you dislike about the product?
The support for the pagerduty is less and the pricing is high
What problems is the product solving and how is that benefiting you?
As mentioned it will solve the problem from incident managment like keeping alaram on cloudwatch and respond over the pager duty when a new incident is occured
Good tool
What do you like best about the product?
Alerting and Integrations with other services
What do you dislike about the product?
Cost/pricing is bit on the higher side as compared to other tools with similar functionalities
What problems is the product solving and how is that benefiting you?
Alerting and Incident Response
Tool that sends precise alerts for immediate action.
What do you like best about the product?
Using PagerDuty gives me great satisfaction as I experience its ability to improve operational visibility and real-time collaboration. I am fascinated by the ease with which it optimizes communication between teams, allowing a proactive response to any unforeseen situation.
What do you dislike about the product?
At times, I feel like PagerDuty's customization could be more intuitive. Setting up alerts and adapting them to the specific needs of your team can be a somewhat complex process. However, once adjusted, the program demonstrates its effectiveness in incident management remarkably.
What problems is the product solving and how is that benefiting you?
With PagerDuty, I have efficiently addressed challenges such as early identification of infrastructure issues and optimizing alert management. Benefits include improved decision-making, greater operational visibility and a substantial reduction in the impact of incidents, thereby supporting the stability and effectiveness of our operations.
Handy incident plugin for Slack
What do you like best about the product?
Simple commands and fairly intuitive design, good demo.
What do you dislike about the product?
Not best suited for security incidents since private channels, access control etc haven't been implemented yet, but this should be coming soon.
What problems is the product solving and how is that benefiting you?
Saves time on updating other channels and the right folks on the progression of an incident.
Convenient interface
What do you like best about the product?
Fosters good collaboration on an incident and allows for some level of automated documentation with a unified workflow.
What do you dislike about the product?
Limitations around:
* Followup mechanisms for permanent improvements
* Non-technical collaboration to manage customers, etc.
* Followup mechanisms for permanent improvements
* Non-technical collaboration to manage customers, etc.
What problems is the product solving and how is that benefiting you?
Fostering collaboration around incidents and simplifying documentation by unifying workflow
24 * 7 Monitoring tool
What do you like best about the product?
Its way of sending alerts is from various methods like calls, mail and messages, ensuring alerts aren't missed. Its way of alert incident management is one of the best.
What do you dislike about the product?
Not so much customisable interaction with JIRA. You have to keep an alert id to get alert history.
What problems is the product solving and how is that benefiting you?
To auto-assign the alerts to the respective on-call person. Manage any incident timely, which helps system availability.
It helps us track alerts in our cloud environment, but the user interface could be more intuitive
What is our primary use case?
We primarily use this solution to track alerts from our cloud environment and monitor and respond to alerts on our cloud platform.
What is most valuable?
The ease of having it on a mobile phone is valuable. We can always track incidents wherever we are, even away from our computers. Additionally, the escalation feature for incidents to senior engineers or other people is very useful.
What needs improvement?
The user interface could be more intuitive. Initially, when we started using it, we had issues viewing some options because we had information issues in my role as an observer, not the responder. Therefore, I couldn't view buttons like acknowledgements because they were not showing up.
For how long have I used the solution?
We have been using this solution for approximately three years.
What do I think about the stability of the solution?
The solution is stable.
What do I think about the scalability of the solution?
The solution is scalable.
How are customer service and support?
Our technical support is not directly from PagerDuty. Instead, it involves us rotating within the teams within the organization.
Which solution did I use previously and why did I switch?
We previously used Dynamic which is similar to PagerDuty but with more Microsoft resources.
How was the initial setup?
The initial setup is straightforward.
What was our ROI?
With the number of features we get, I believe it's a handy tool that is worth the money, so it's a great return on investment.
What other advice do I have?
I rate this solution a seven out of ten. The solution is good, but the user interface could be improved. I advise new users to spend time reading documentation or about the type of features to understand how it works and how to set it up.
No much room for analysis attachments
What do you like best about the product?
UI is good, and light-weighted. Response time of website was good.
What do you dislike about the product?
No much room for analysis attachments. I am unable to add much analysis
What problems is the product solving and how is that benefiting you?
I am getting server related alerts on time. That helps in keeping servers healthy always.
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