On-call teams have reduced downtime and respond faster through integrated alerting workflows
What is our primary use case?
My main use case for PagerDuty Operations Cloud is monitoring and on-call management for downtime.
Recently, we had a service go down last week, and we were alerted via PagerDuty Operations Cloud of the issue. One of our on-call engineers responded to the page and quickly resolved the problem through PagerDuty Operations Cloud app.
What is most valuable?
The best features PagerDuty Operations Cloud offers include the ability to integrate its app through various platforms such as Teams and various monitoring platforms such as New Relic and DynaTrace. It is easy to use, easy to log in and configure your on-call rotation, as well as utilizing their business services and technical services to properly configure how you want things monitored and alerted.
The integrations and easy configuration help our team by saving time and reducing errors. We use Terraform to create various modules, including integrations with PagerDuty Operations Cloud and our monitoring platform, New Relic. When a team creates a new application, we ask them to use our monitoring module to monitor their service using New Relic and PagerDuty Operations Cloud. By doing that, we save time and errors by preventing people from manually having to set up their PagerDuty Operations Cloud operations; it is all done through this module, which is easy to use.
PagerDuty Operations Cloud has positively impacted our organization by allowing us to be immediately paged when a system or service is down, enabling us to quickly respond and provide updates to the organization on issues and their resolution.
This quick response has led to measurable improvements, with reduced downtime and faster incident resolution times, as our on-call engineers are appropriately alerted when things happen. We understand based on the page what is going on and how to quickly respond to it, and if we need help, we can loop in other engineers and our managers that own the product to resolve it quicker.
What needs improvement?
PagerDuty Operations Cloud can be improved by using automation or AI to advance the product in such a way that it allows the implementation of automation to resolve issues or speed up workflows.
For how long have I used the solution?
I have been using PagerDuty Operations Cloud for six 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?
Its scalability is impressive; it scales very well, allowing us to add licenses, add services, and more very quickly and easily.
How are customer service and support?
The customer support is great; we have never had an issue when reaching out to someone in customer service when we have questions.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
Previously, we were using New Relic for monitoring, which sent us alerts when issues went down, but we ended up using PagerDuty Operations Cloud alongside it because PagerDuty Operations Cloud is used for on-call alerting.
How was the initial setup?
Our experience with pricing, setup cost, and licensing has been straightforward and easy. We have been using PagerDuty Operations Cloud for several years, so our pricing and cost have definitely increased over time, especially as we have hired additional engineers. Adding additional users and/or licenses is very straightforward, and we have always had a good experience with customer service from PagerDuty Operations Cloud side.
What was our ROI?
The best return on investment comes from being alerted and paged for ongoing issues or new issues appropriately, allowing us to set up those schedules and engineers. The fact that PagerDuty Operations Cloud allows us to be alerted when things go down and configure how our engineers are alerted speaks to the return on investment due to the quick response it facilitates.
What's my experience with pricing, setup cost, and licensing?
Our experience with pricing, setup cost, and licensing has been straightforward and easy. We have been using PagerDuty Operations Cloud for several years, so our pricing and cost have definitely increased over time, especially as we have hired additional engineers. Adding additional users and/or licenses is very straightforward, and we have always had a good experience with customer service from PagerDuty Operations Cloud side.
Which other solutions did I evaluate?
I did not evaluate other options before choosing PagerDuty Operations Cloud.
What other advice do I have?
I recommend PagerDuty Operations Cloud as a great service and application to anyone that needs to improve their on-call process at their company. I gave this product a rating of 10.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Reliable Alerting and Seamless On-Call Management for 24x7 Teams
What do you like best about the product?
Reliable alerting
PagerDuty excels at getting the right alerts to the right people quickly through multiple channels like mobile app, phone, SMS, and email, which is crucial for reducing MTTR in production environments. Users consistently highlight that alerts are timely, granular, and dependable, which helps avoid missed incidents and supports 24x7 operations.
On‑call scheduling and escalations
The on‑call management features make it easy to build fair rotations, escalation policies, and handoffs without manual spreadsheets or ad‑hoc processes. This structure improves accountability, prevents burnout, and ensures someone is always available to respond, which is especially valuable for global or follow‑the‑sun teams.
Integrations and workflow automation
PagerDuty integrates with most major monitoring, logging, and ITSM tools, turning raw alerts into actionable incidents and routing them automatically. Automation capabilities (including AI-driven and runbook automation) can trigger diagnostics, remediation steps, and collaboration workflows, cutting noise and speeding up resolution.
Collaboration and visibility
Incident dashboards, status updates, and post‑incident features give teams and stakeholders a shared view of what is happening during outages. This improves coordination across SRE, infrastructure, app teams, and management, and makes it easier to learn from incidents and improve reliability over time.
What do you dislike about the product?
PagerDuty's most common drawbacks include high pricing, a clunky user interface, and alert overload during incidents.
UI and usability issues
The interface is often called unintuitive, overwhelming for schedule overrides, rotations, and configs, with extra steps for simple tasks like editing overrides (requiring delete/recreate). Mobile app notifications nag about settings, and setup complexity adds a steep learning curve, especially for non-experts managing on-call.
Alert noise and reliability
Multiple rapid alerts can overwhelm phones with repeated calls, preventing acknowledgment and escalating stress during outages. While upstream monitoring fixes help, PagerDuty's lack of built-in noise reduction in lower tiers contributes to fatigue and morale hits for on-call staff
What problems is the product solving and how is that benefiting you?
Core Problems Addressed
PagerDuty tackles unreliable alerting by providing real-time, multi-channel notifications (mobile, SMS, phone) that ensure critical issues reach the right responders without delay. It fixes chaotic on-call scheduling through flexible rotations, escalations, and handoffs, eliminating spreadsheets and ad-hoc emails for 24x7 coverage. Noise reduction via AIOps and automation filters out low-value alerts, while integrations with 600+ tools (Jira, Slack, Azure, Datadog) centralize workflows and prevent tool sprawl.
Operational Benefits
Teams see faster MTTR and reduced downtime from automated triage, guided remediation, and runbook automation that standardize responses and cut manual steps. On-call burnout drops with fair rotations and stakeholder updates, improving morale and accountability during outages. Post-incident analytics and PIRs drive continuous improvement, identifying trends for proactive reliability enhancements.
Business Impact
Downtime minimization protects revenue and SLAs, with users reporting 40% fewer unnecessary alerts and quicker resolutions. Cross-team visibility boosts collaboration, bridging ops, dev, and support for scaled service ownership. In your Azure/Jira/Slack setup, it would streamline Severity A escalations and incident war rooms by automating Jira pulls and Slack posts
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.
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.
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
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.
PagerDuty Has Transformed Our On-Call Experience
What do you like best about the product?
What i like best about PagerDuty is how reliable and easy it is for managing on-call alerts. The mobile app is super handy, and the customizable notifications make sure i never miss a critical issue. It integrates well with our tools and just works when it matters most.
What do you dislike about the product?
Sometimes the alert noise can be overwhelming, especially when multiple systems trigger for the same issue. It takes a bit of effort to fine-tune alerts and avoid unnecessary pages. Also, the UI can feel a little cluttered a times, especially when navigating schedules or incident history.
What problems is the product solving and how is that benefiting you?
PagerDuty helps us respond to incidents faster by alerting the right people automatically. It reduces confusion during outages, improves team coordination, and cuts down on alert fatigue.
Best tool In market of Incident and On call management
What do you like best about the product?
Its a really good tool which provides very good features like you can create multiple service in pagerduty to mange multiple endpoints alerts also It has good features for on call which allows smooth on call rotation and incident management.
What do you dislike about the product?
Price is bit towards the higher side that be one thing they can make better
What problems is the product solving and how is that benefiting you?
It help us in incident and on call management
A Must-Have Tool for On-Call and Incident Management
What do you like best about the product?
It’s incredibly reliable when it comes to sending real-time alerts for critical issues.
Escalation policies, on-call schedules, and notification flexibility (calls, SMS, email) ensure that the right person is always alerted without delay.
It seamlessly integrates with our monitoring tools Zabbix and and Prometheus, making our incident response fast and efficient.
What do you dislike about the product?
Nothing to mention at all, its an essential software every enterprise should have
What problems is the product solving and how is that benefiting you?
PagerDuty solves the critical issue of missed or delayed alerts during infrastructure or application failures.
Before using it, we often relied on emails or dashboards, which weren’t reliable outside working hours.
Now, we get real-time alerts with smart escalations, ensuring that incidents are acknowledged and acted upon quickly.
It’s drastically reduced our MTTA and MTTR and brought peace of mind to the on-call team.
Incident management made easy
What do you like best about the product?
Pagerduty helps to quickly get notified about incidents and automatically escalates to suitable person as needed. It also keeps track of all actions taken for incident created.
What do you dislike about the product?
Mobile app frequently log off so it needs to be login again to get notified on mobile
What problems is the product solving and how is that benefiting you?
We have a lot of teams involved in debugging issue so in Pagerduty we have defined hierarchy of each type if incident for services where it will escalate incident accordingly.
It saves time and helps solve the incident quickly.
PagerDuty Review
What do you like best about the product?
Great Product. Well equipped incident management tool.
What do you dislike about the product?
Not so far. Only need to integrate every team member manually. But still that a one time activity.
What problems is the product solving and how is that benefiting you?
Prefect Incident management tool. Get the accurate incident capture and provide alerts to the exact team members who is responsible for that incident.
