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It just works
What do you like best about the product?
The product does what it's intended to do and does it well. From incident to rotation management, it is very easy to use and is feature rich.
What do you dislike about the product?
The interface can be a bit confusing. Teams, services, integrations, schedules, escalation policies, etc can be sometimes a bit heavyweight and hard to conceptualize. Took a while of clicking just to find the pager duty key to send pages when I first started. Menus might not be super intuitive.
A small nit is also that two different rotations in the same escalation policy end up with the same person. So if we have primary and secondary set up, sometimes we end up with the same person on call.
A small nit is also that two different rotations in the same escalation policy end up with the same person. So if we have primary and secondary set up, sometimes we end up with the same person on call.
What problems is the product solving and how is that benefiting you?
Managing oncall rotations, alerting and escalating are things we use PD for. It gives a central place to call attention to issues.
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Improve visibility on issues
What do you like best about the product?
Greatly improved tracking of response and resolution times
What do you dislike about the product?
Need more integrations to support more integrations
What problems is the product solving and how is that benefiting you?
Provide improved visibility on incident management
PagerDuty is my nightshift
What do you like best about the product?
Customization of alerts, such as which groups receive the alerts. Also, the numerous ways PD will contact the on call engineer to make sure they wake up and pass the call to the backup on call engineer in case the primary is missing their calls, emails, SMSs and so on.
What do you dislike about the product?
Scheduling is a little difficult to understand at first but once you get it, works very well.
What problems is the product solving and how is that benefiting you?
The problem we solved was to reduce the night shift hours for our team. Once we set it up, we basically don't anyone at the NOC full-time. PD will get the right on-call engineer involved as needed.
Recommendations to others considering the product:
Make sure your local monitoring system is well setup. Cleanup false positives and then turn to PD.
Global Media operational incident response
What do you like best about the product?
The fact that I don't really have to think about it, as a manager I know alerts are being triaged correctly; and that I have a easy audit trail in case something needs to be reviewed
What do you dislike about the product?
Granted, we are not anywhere close to completing our journey with the tool but we (I) haven't found any issues with it yet
What problems is the product solving and how is that benefiting you?
Main problem that was solved was escalation process and issue visibility. Audit trail, the previous hodgepodge of solutions was simply unmanageable
We are looking into absorbing triage for multiple teams going forward, we expect to be able to have complete organizational control of event alerting through this tool once that is complete
We are looking into absorbing triage for multiple teams going forward, we expect to be able to have complete organizational control of event alerting through this tool once that is complete
Excellent experience with PagerDuty
What do you like best about the product?
PagerDuty just works! I set it up once and it keeps working informing me about important outages and creating incidents right away. We can sleep better at night knowing that we will be notified when the issue occurs right away.
What do you dislike about the product?
I really have not ran into any cons with PagerDuty. It is that product that just works. I would highly recommend this product to anyone. This is truly a great product! Our company is very happy about getting PagerDuty. One of the best investments that we did. Before, we would not be notified that an issue occurred until the morning. This way we are always updated in realtime.
What problems is the product solving and how is that benefiting you?
It has saved us from countless outages with prompt informing about issues occurring in the real time. When an incident is triggered, It also saves us money from having to hire a separate team or person to monitor the e-mail for incidents. Once an incident is triggered, PagerDuty will first try to contact the level-one on-call usually myself. If I am not available, it would call my manager. So the incident would not be missed.
Recommendations to others considering the product:
An excellent product which works right out of the box! I would highly recommend this product to anyone.
So far so good
What do you like best about the product?
We have several different types of monitors / integrations that we use and they all work very well from the pager duty side.
What do you dislike about the product?
I dislike how not all features available to the web ui are available via the app. For example, I do not know how to set maintenance windows from the app. I acknowledge that the app can never be feature complete to the web ui. But those particular features would be very handy to do
What problems is the product solving and how is that benefiting you?
We have monitoring on our production servers via an integration with a long aggregation tool. We also have monitors on external calls via a 3rd party SAS service that informs us when our site does not respond. Having the ability to integrate to multiple sources of monitoring and alert from one service is very handy.
Recommendations to others considering the product:
Look for integrations with productions that you already use. More than likely, there is some form of integration that can happen to make the product immediately viable.
PagerDuty works well!
What do you like best about the product?
Escalation scheduling is easy to setup and the alerting feature makes sure you don't miss a call, text or email.
What do you dislike about the product?
I wouldn't suggest using it for your incident management system, as there are better tools out there that specialize in it.
What problems is the product solving and how is that benefiting you?
We have dozen of teams that are oncall and our critical incident management team uses PagerDuty to contact them. These groups are held accountable, as all groups have escalations up to our CIO. Integrations with products work well, including Salesforce, which is our incident management system.
Great incident response and escalation tool
What do you like best about the product?
Excellent for handling on-call rotations and ensuring we are alerted to incidents. Lots of integrations with monitoring tools.
What do you dislike about the product?
There is a steep learning curve for new features.
What problems is the product solving and how is that benefiting you?
PagerDuty has allowed us to create a reliable on-call rotation for production issues.
PagerDuty at Climate
What do you like best about the product?
I love the iOS app. One of the most used features at Climate is the multiple accounts. We share a device for on-call support rotation, and it's nice to have my account already there. Most settings are available on the mobile app, which is a plus as well.
What do you dislike about the product?
The web interface is slightly clunky. When removing access, there are several links to projects, on-call schedules, etc., which makes it difficult to remove one person. I understand the need, however, there should be an option to force removal, especially if the user is the only one on a schedule. Something like, "Are you sure? This will remove ____"
What problems is the product solving and how is that benefiting you?
We like the notification options; phone call, SMS, and app. This helps us resolve issues quickly, and alert team members easily. The Slack integration is also amazing; super useful.
Recommendations to others considering the product:
When removing a user, there should be an option to force removal, especially if the user is the only one on a schedule. Something like, "Are you sure? This will remove ____"
Pagerduty is very flexible and simple to use
What do you like best about the product?
The UI is fairly intuitive and there is a ton of documentation to help complete common tasks. One of my favorite features is that each person can customize how and when they are notified to what works better for their situation.
What do you dislike about the product?
The only thing I can think of is the PD phone apps (both iphone and android) have notification volume issues. I use an android phone, and I often find that after a PD alert notifies me, my notification volume is at full blast afterwards. This happens on my Samsung Note 9 as well as S8+.
Other team members with Iphones have said they can't figure out how to get notifications in the middle of the night when do not disturb is enabled, and it causes them to not hear alerts in the middle of the night.
Other team members with Iphones have said they can't figure out how to get notifications in the middle of the night when do not disturb is enabled, and it causes them to not hear alerts in the middle of the night.
What problems is the product solving and how is that benefiting you?
Easily get alerted to issues with our AWS infrastructure. The API is helpful for us when we need a custom solution to trigger alerts.
Recommendations to others considering the product:
There's no point in looking at any other service for on call management. Pagerduty beats them all easily.
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