I am an end user of PagerDuty Operations Cloud in my organization, with a background in incident management. I primarily use it for managing on-call schedules, triggering and handling incidents, and monitoring alerts. It helps ensure timely responses, efficient escalation, and better coordination during incidents, making it a key tool for maintaining operational reliability.
PagerDuty Operations Cloud
PagerDutyExternal reviews
932 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Flexible Alerting Options That Keep Us on Top of Incidents
What do you like best about the product?
PagerDuty provides a variety of options for how you can be alerted.
What do you dislike about the product?
Creating reports in PagerDuty is limited. You have to reach out to PagerDuty account manager to provide more in depth reports.
What problems is the product solving and how is that benefiting you?
The problem that PagerDuty is solving is directly and efficiently alerting the individual or team that needs to solve the particular problem.
PagerDuty Simplifies Major Incident Management and Escalations
What do you like best about the product?
PagerDuty consolidates major incidents and escalations.
What do you dislike about the product?
Reporting capability to create custom reports is a bit limited. Would be beneficial if the admin and/account owner have this capability available.
What problems is the product solving and how is that benefiting you?
On-call rotation and escalations being in one central location has consolidated processes.
Reliable Alerting and Strong On-Call Management
What do you like best about the product?
It has a reliable alerting system and strong on-call management. We receive call, email, and message notifications, which helps ensure we don’t miss important alerts.
What do you dislike about the product?
It has a complex setup, and I sometimes get confused when configuring alert routing and escalation policies, which can make it hard to set up correctly. It also takes time to fully optimize.
What problems is the product solving and how is that benefiting you?
PagerDuty is one of the best tools for incident alerting, and in our case it makes on-call management run smoothly. We’re a monitoring team, and it benefits us in several ways—most importantly, we don’t miss any important notifications.
Incident response has become faster and on-call alerts stay reliable for critical operations
What is our primary use case?
How has it helped my organization?
PagerDuty Operations Cloud has improved our incident response by ensuring reliable alerting and faster escalation to the right teams. It has significantly reduced alert fatigue through better alert filtering and deduplication. The platform has also lowered our mean time to resolve (MTTR) with runbook automation and streamlined on-call management, leading to fewer disruptions and improved overall operational efficiency.
What is most valuable?
The features of PagerDuty Operations Cloud that I have found the most valuable and useful include alerting, which is very reliable with minimal delays, and the escalation policies and routing rules that are more flexible. Additionally, the on-call scheduling capabilities are great, and it integrates well with any cloud platforms such as AWS, GCP, or Azure, and observability tools such as DataDog and New Relic for logging and checking out logs.
I have noticed that PagerDuty Operations Cloud influences revenue protection by reducing alert fatigue and incident costs. AIOps has helped recently in reducing noise and alert duplications, and runbook automations aid in lowering the mean time to resolve by integrating triggers to Slack and updating runbooks.
I see PagerDuty Operations Cloud as a very good incident management and on-call platform, mostly used by large-scale organizations because it comes with premium pricing, but it is very reliable with alerting and on-call scheduling, triggering incidents, escalation policies, rules, and runbooks.
What needs improvement?
I think an area of PagerDuty Operations Cloud that could be improved is their premium pricing, as it compares unfavorably with competitors such as Atlassian's Opsgenie and ServiceNow, which offer bundle deals, plus DataDog now has incident management capabilities. Overall, the premium pricing makes it less accessible for small to medium businesses.
I think the pricing of PagerDuty Operations Cloud is a bit too high, and also, the UI can feel a bit curvy for new users; the learning curve might be a bit dense for them. The initial setup is straightforward, but the event orchestration could be complex, and the automation workflow definitely requires great expertise.
For how long have I used the solution?
I have been using PagerDuty Operations Cloud for approximately four years.
What do I think about the stability of the solution?
I would rate the stability and reliability of PagerDuty Operations Cloud 9.5 out of 10. The platform is highly stable and dependable in production environments, especially for critical incident management workflows. We have experienced consistent alert delivery, reliable on-call scheduling, and minimal downtime or disruptions.
That said, no system is completely perfect, so I cannot say it is 100% flawless. However, overall it has proven to be very reliable for mission-critical operations, where even small delays or failures would have significant impact.
What do I think about the scalability of the solution?
I would rate the scalability of PagerDuty Operations Cloud 8 out of 10. From a technical perspective, the platform scales very well and can support large, distributed teams with complex incident management needs. It handles high volumes of alerts, multiple services, and integrations across cloud platforms efficiently.
However, the main limitation to scalability is its premium pricing. As organizations grow and onboard more users or services, the cost increases significantly, which can be a challenge for small to mid-sized teams. So while it is technically highly scalable, cost can be a limiting factor for broader adoption.
How are customer service and support?
I have had regular interactions with PagerDuty Operations Cloud’s technical support, and my overall experience has been positive. The support team is responsive and helpful in addressing queries.
For example, during a user audit, I requested specific data on active users and those who had not accepted invitations. The support team responded quickly and provided the required information without delays. Overall, the support experience has been efficient and reliable when assistance is needed.
Which solution did I use previously and why did I switch?
I have only been using PagerDuty Operations Cloud; recently with my new organization, I am also using Fire Hydrant.
How was the initial setup?
I was not directly involved in the initial setup of PagerDuty Operations Cloud, as it was handled by senior team members. However, from my observations, the setup process appears to be straightforward at a basic level for core features like alerting and on-call scheduling.
That said, advanced configurations such as event orchestration and automation can become complex. If rules are not configured properly, they may lead to alert storms or missed incidents. Additionally, runbook automation is not plug-and-play and typically requires scripting knowledge and careful setup to function effectively.
What was our ROI?
From an ROI perspective, I do not have direct visibility into financial metrics, so I cannot quantify exact cost savings. However, I have seen strong operational ROI from PagerDuty Operations Cloud.
It has improved incident response efficiency by reducing alert fatigue, ensuring faster escalation, and lowering mean time to resolve (MTTR) through runbook automation. These improvements have helped prevent prolonged outages and reduced the impact of incidents, which indirectly contributes to cost savings and better service reliability at an operational level.
What other advice do I have?
I have some exposure to its autonomous AI agents, I have not extensively used its AIOps or generative AI capabilities. Despite that, the platform has had a strong positive impact on our operations.
By properly configuring alerting rules, we have been able to significantly reduce alert fatigue and shift focus toward more critical issues rather than routine noise. PagerDuty has also helped in reducing the number of duplicate alerts through intelligent pattern recognition.
Additionally, runbook automation has contributed to lowering our mean time to resolve (MTTR), enabling faster and more efficient incident handling. Overall, it has helped prevent costly incidents and improved operational efficiency across the team.
My review rating for PagerDuty Operations Cloud is nine point five out of ten.
Which deployment model are you using for this solution?
Hybrid Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Amazon Web Services (AWS)
No More Missed Notifications Without Constant Email Checking
What do you like best about the product?
I don’t have to constantly check my email anymore to make sure I’m not missing any notifications.
What do you dislike about the product?
The queue functionality could support more advanced automations to ensure the right people are notified during a workflow incident.
What problems is the product solving and how is that benefiting you?
We had to consistently check and refresh our emails to make sure we weren’t missing any outage alerts. It gave us peace of mind, and we could see who had responded to the incident.
Automated escalations and incident workflows have improved critical communication and response
What is our primary use case?
The major part of PagerDuty Operations Cloud is for communication and pinging people and engaging them and pulling them into the call.
What is most valuable?
The most valuable thing I appreciate about PagerDuty Operations Cloud is the escalation process, where it automatically escalates incidents. It features a level one, level two, level three escalation process. When I engage or page someone at level one and start working on priority one or priority zero calls, and I am busy with those tasks, it automatically escalates to the next person in the chain of command, the second higher authority. There are many automation features in PagerDuty Operations Cloud.
If I complete one form, it automatically communicates with people and automatically scribes the incident in my ServiceNow incident. It automatically performs many tasks simultaneously, including sending Outlook emails. These automations are very important and well-known features in PagerDuty Operations Cloud, and they are the main reasons I value this product.
Infrastructure autonomous agents are installed in important servers and important devices in the infrastructure, and these are required components.
What needs improvement?
I do not have anything that I dislike about PagerDuty Operations Cloud. Sometimes it hangs and occasionally I am unable to open PagerDuty Operations Cloud, which occurs due to an outage or similar issues. Other than that, I do not have any other issues with PagerDuty Operations Cloud.
PagerDuty Operations Cloud developer team is working on enhancements. From my understanding, it is learning quickly and helping me when I require suggestions. PagerDuty Operations Cloud AI provides a combined benefit for my work.
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 automatically learns based on the infrastructure. If I am in a commodity scenario, it learns in that specific way for that company. If I am in e-commerce, it learns in a different way for that industry. If I am in a hospital infrastructure scenario, it learns hospital-specific things and performs accordingly. This is an additional level of comfort for a PagerDuty Operations Cloud user, giving me extra convenience and suggesting many things immediately during priority calls.
For the stability of PagerDuty Operations Cloud, I rate it at 9.8.
What do I think about the scalability of the solution?
Scalability for PagerDuty Operations Cloud is excellent, and I rate it at 9.9. I can scale it as and when required, however much I need. Because we do not place much load on PagerDuty Operations Cloud, I can scale as much as needed.
How are customer service and support?
I have created tickets with PagerDuty Operations Cloud support. In those scenarios, I received good responses from PagerDuty Operations Cloud, and they provide informative assistance when required. I update that information into my ServiceNow ticket. I have received good technical support from PagerDuty Operations Cloud, and I do not have any negative comments regarding their support quality.
How was the initial setup?
Initial deployment of PagerDuty Operations Cloud is easy and not difficult. It guides me through next steps and what to do and what not to do and where it should install and where it should not. It gathers the necessary information during the setup process.
Which other solutions did I evaluate?
I used Slack as an alternative to PagerDuty Operations Cloud. I have used Slack, Microsoft Teams, Outlook, and sometimes Zoom instead of paging PagerDuty Operations Cloud. I call people directly using Zoom in those situations. These are the alternative communication tools I have used instead of PagerDuty Operations Cloud when I face problems opening it, as sometimes it does not open and some links do not function properly.
What other advice do I have?
Maintenance is not a concern because I am installing PagerDuty Operations Cloud into the supportive infrastructure and then connecting that to the production infrastructure, so it does not require any maintenance. I rate this product a 9 overall.
Automated incident workflows have reduced downtime and improve real-time on-call response
What is our primary use case?
PagerDuty Operations Cloud is used for production incident management to automate incidents when alerts come from our tools. When we have a critical issue and receive that alert and notification, we configure it accordingly. On-call scheduling, escalation policies, and tracking MTTR improvement are areas where we interact and interrogate with the tools. This approach reduces downtime, enables faster incident response, provides clear accountability, and improves reliability.
We support different clients including JPMorgan, Wells Fargo, PL, LPL, and Bank of America, though we are not a customer, partner, or reseller. More than 300 clients use the solution. In my company, we have 21 specialists working with PagerDuty Operations Cloud.
What is most valuable?
The best features of PagerDuty Operations Cloud are intelligent alerting, the code fixture, on-call scheduling, escalation capabilities, automation, runbooks, and integration. PagerDuty Operations Cloud has improved downtime mostly by 30 to 50%.
What needs improvement?
We are not using the autonomous AI agent in PagerDuty Operations Cloud, and we have not integrated with AI Ops, which uses machine learning to group similar alerts automatically and suggest root cause analysis from past incidents. However, we are planning to implement this functionality.
Improvement in PagerDuty Operations Cloud should focus on areas where we need to reduce alert noise by filtering unnecessary alerts. PagerDuty should send actionable alerts, and grouping and suppression should be managed from PagerDuty's side.
Alert noise and grouping do not work together seamlessly in PagerDuty Operations Cloud, but they should be consolidated. Alerts should be directed to the right person with real-time notification to ensure no critical issue is missed. Currently, when we receive alerts through call, SMS, or email, some users do not receive them, and the end client providing support to their clients may miss something important. This is the most critical feature that PagerDuty should improve.
Defining on-call scheduling and escalation by groups is also necessary. The duty roster should clearly indicate which alerts go to L1, L2, or L3 level support. Automatic escalation is not happening if nobody has responded to an alert, which I have observed.
While I did not deploy PagerDuty Operations Cloud, I performed the migration and reconfigured PagerDuty from scratch, then migrated to ServiceNow where I handled redeployment. I have observed that MTTR is very slow, and wrong escalation sometimes routes alerts to the wrong team rather than the proper team. On-call schedules should map the different teams we have, such as the application team, infrastructure team, or database team, who will take ownership. They need to align to the same team only for that incident. Proper service configuration for each application is required.
For how long have I used the solution?
I have almost three or more years of experience with PagerDuty Operations Cloud.
What do I think about the stability of the solution?
The stability of PagerDuty Operations Cloud is good. I have worked with Opsgenie, and PagerDuty is better than Opsgenie and ServiceNow as well. I can give a rating of a minimum of eight.
What do I think about the scalability of the solution?
The scalability of PagerDuty Operations Cloud is also good.
How are customer service and support?
I can give PagerDuty Operations Cloud a rating of a minimum of 7.5 to eight for technical support.
Which solution did I use previously and why did I switch?
Previously, we were using PagerDuty Operations Cloud on-premises, and now we are planning to implement a hybrid approach with both cloud and on-premises solutions. I have worked with Opsgenie, and PagerDuty is better than Opsgenie and ServiceNow as well.
How was the initial setup?
Alert reduction in PagerDuty Operations Cloud does not help prevent costly incidents.
What other advice do I have?
PagerDuty Operations Cloud is the best tool available. I have never worked with other solutions, but whenever I have had the chance to work with PagerDuty Operations Cloud, there is nothing on my mind to say negatively. I can confidently say it is the best tool for all aspects, not just incident management or escalation, but for all analytical functions as well. This is the best tool in the market.
Regarding maintenance, I have not observed that part of PagerDuty Operations Cloud directly. The on-site USA team is located in Jacksonville, and some team members might be handling maintenance from their end, but I am not certain about their specific involvement.
I would recommend PagerDuty Operations Cloud to other users because it provides the best tool for instant alerting, ensuring the right person responds, automatic escalation, and reducing downtime and alert noise. It integrates with different monitoring tools including DataDog, New Relic, Prometheus, and Grafana. The main strengths are real-time alerting, proper escalation, and faster incident response, which help reduce downtime and improve MTTR.
I have experience with MTTR in PagerDuty Operations Cloud. Faster detection and alerting reduce MTTR significantly. When PagerDuty is integrated with other monitoring systems, alerts are real-time and actionable.
The end-to-end flow of PagerDuty Operations Cloud, including on-call schedules, escalation policies, and services, is excellent. It is highly reliable, offers easy escalation setup, and has strong interaction capabilities that reduce manual effort. However, the cost might be high.
Incident response has become faster and on-call teams manage alerts with reduced noise
What is our primary use case?
I use PagerDuty Operations Cloud for notifying engineers of any incidents or issues in our operations or infrastructure. Most of the time on our servers, I receive alerts regarding memory, disk utilization, and CPU, so when any infrastructure-related issues arise, we trigger PagerDuty alerts to the engineers to resolve them.
My main use case with PagerDuty Operations Cloud is for resolving incidents or when I need peer help on an ongoing incident. I page out the correct relevant engineers, and in response, they join the call, which is very useful for us to resolve any incidents.
What is most valuable?
The best features that PagerDuty Operations Cloud offers include paging out as one of the best capabilities. We can respond to incidents through a message, call, mobile app, or website, which is very useful and quick for getting incident notifications.
We rely on the mobile app the most for incident notifications because it is easy to carry wherever we go. PagerDuty Operations Cloud is one of the important aspects in our organization which we use widely for incident response and quick incident resolution. When we need any alert or peer help, PagerDuty assists us and helps in managing who is on call for which team, allowing us to view the dashboard, which is very useful for us.
The alert reduction feature of PagerDuty Operations Cloud helps in reducing incident alerts, allowing similar alerts to be resolved easily. The AI functionality is very useful in reducing alerts, automating workflow, improving on-call efficiency, and enabling faster incident resolution. PagerDuty's generative AI is particularly helpful as it reduces alerts and unnecessary noise.
What needs improvement?
Since using PagerDuty Operations Cloud, it would be helpful to have a phone number that we can use to page out certain people, making it easier for us. If a phone number existed that we could call and it would detect which team we are currently active in, we could then ask the system to page out certain people based on the available options.
Overall, I believe the platform is good, however, I think we could have a phone number that, when someone calls and provides some authentication such as a PIN, could help page out certain people, which would be useful for us. I rate the platform an 8 out of 10 because, as mentioned, there could be better ways of creating incidents or using a phone number to contact someone who is on call. For each team, we could have a temporary email ID which we could use to email and automatically reach the on-call person. Additionally, if we could integrate an AI chatbot feature, such as asking who is on call and having it display the results, it would be beneficial because we have multiple teams and currently need to navigate different dashboards.
For how long have I used the solution?
I have been using PagerDuty Operations Cloud for around two to three years.
What do I think about the stability of the solution?
PagerDuty Operations Cloud is very stable.
What do I think about the scalability of the solution?
The scalability of PagerDuty Operations Cloud is very good, and it is easy to scale.
How are customer service and support?
Customer support for PagerDuty Operations Cloud is very nice, and we receive very good support.
What was our ROI?
We have seen a return on investment with PagerDuty Operations Cloud, and it is very useful because without it, we would need multiple people. Our headcount is very low because we are using PagerDuty, as it significantly reduces toil and manual work.
What's my experience with pricing, setup cost, and licensing?
My experience with pricing, setup cost, and licensing for PagerDuty Operations Cloud is good and easy to understand.
What other advice do I have?
For others looking into using PagerDuty Operations Cloud, my advice is that it is very useful, it is easy to onboard, and the response is very nice. You can manage multiple teams as multiple teams can have on-calls. I think you can integrate machine learning and AI features into PagerDuty and possibly have a chatbot that answers all questions related to PagerDuty, which will be helpful by providing a summary and similar functionalities. I rate this product an 8 out 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?
Amazon Web Services (AWS)
Reliable on-call workflows have supported incident response and integrations across teams
What is our primary use case?
We took a subscription and started integrating many applications with it. We have integrated it with ServiceNow and also use our wiki repository by Spotify called Beacon. We onboard multiple services and integrate them with PagerDuty so that different engineering teams can update their line of escalation policy and primary, secondary, and tertiary users who are on call 24/7 or following a Follow the Sun model.
Additionally, we have integrated PagerDuty for incident commanders who can acknowledge any incident page they receive and update their responses. If they need to hand it over to someone else, they can do that as well. This is how we are actually using PagerDuty. We primarily leverage it for service onboarding. For instance, if you have created a product and need to support it, which might run on any cloud such as EC2, AWS, or Azure, the service teams or triage engineering teams have their members added into PagerDuty along with different playbooks, runbooks, and SOPs integrated with any ticketing tool such as ServiceNow or Jira, whichever you are using. On these fronts, we effectively use PagerDuty.
PagerDuty Operations Cloud has been reliable as it has never gone down in my experience; I have never seen it fail. I rely on PagerDuty Operations Cloud for on-call support for any high severity incidents or sev zero scenarios. This is a great feature, and I can update it using the mobile app because we also use PagerDuty Operations Cloud mobile app. Occasionally, I may be on call during weekends, and something might come up. For example, on October 20th, I was on leave but used PagerDuty Operations Cloud to stay in sync, even without my laptop. I could join Teams and Zoom calls and simultaneously update required documentation via Copilot and ChatGPT on PagerDuty Operations Cloud regarding different incidents. This capability was extremely helpful.
What is most valuable?
The integration with ServiceNow is one of the most valuable features. I rely on PagerDuty Operations Cloud for on-call support for high severity incidents or sev zero scenarios, which is a great feature. PagerDuty Operations Cloud has been reliable as it has never gone down, and I trust it for incident response. Additionally, I find the capability to update using the mobile app extremely helpful.
Our developers noted that integrating incident bots or chatbots created with AI tools occasionally presents challenges with PagerDuty Operations Cloud. This is the only negative feedback I have encountered. However, I am very satisfied with PagerDuty Operations Cloud because my team is also pleased with it. We have onboarded multiple teams using this tool, and it functions well. From a security perspective, I believe there could be more layers. When scheduling on-call rotations for different team members, access should be restricted to specific users to prevent unauthorized changes to the on-call module. Despite this, the security features have been functioning well, and overall, I appreciate PagerDuty Operations Cloud.
What needs improvement?
In terms of integration, while I cannot speak for all developers, some have encountered anomalies, but I expect they will resolve over time. Our developers noted that integrating incident bots or chatbots created with AI tools occasionally presents challenges with PagerDuty Operations Cloud. This is the only negative feedback I have encountered.
From a security perspective, I believe there could be more layers. When scheduling on-call rotations for different team members, access should be restricted to specific users to prevent unauthorized changes to the on-call module. Despite this, the security features have been functioning well.
For how long have I used the solution?
I have been using PagerDuty Operations Cloud since 2021.
What do I think about the stability of the solution?
I cannot recall ever having to contact support. I have been using PagerDuty Operations Cloud for more than seven years across two organizations without ever needing assistance. It never breaks down for us, and considering I have devoted 20 years of my career to IT infrastructure operations, where everything typically breaks down, including Jira and ServiceNow, it is impressive to say that PagerDuty Operations Cloud has not caused disruptions. I can also mention MongoDB Atlas as a vendor we subscribe to and similarly, I have never experienced disruptions in their services, aside from scheduled maintenance.
PagerDuty Operations Cloud performs maintenance, which we are notified of in advance, usually two weeks prior, and this occurs during low-activity periods such as holidays. We adapt our workflows accordingly but typically, these notifications for maintenance are infrequent, occurring once or twice a year, making them manageable.
What do I think about the scalability of the solution?
PagerDuty Operations Cloud is scalable, but I emphasize I am a user. In our field, whether supporting applications or web technologies, it is very scalable. However, if developers assess it from an AI perspective, I cannot comment due to our newness to AI. Nevertheless, I find it scalable in all other aspects and have worked with some of the top tools available, apart from Remedy, Siebel, or Lotus Notes. Overall, it is highly scalable.
How are customer service and support?
I cannot recall ever having to contact support.
Which solution did I use previously and why did I switch?
I have never used any alternatives to PagerDuty Operations Cloud. I have been a bit old school, where we used to get paged on our phone numbers. Aside from PagerDuty Operations Cloud, I cannot recall using anything else.
Which other solutions did I evaluate?
Some alternatives to PagerDuty Operations Cloud could be Automation Anywhere, Tray.io, IBM RPA, and a few solutions from Hyland and SAP that also do automation.
What other advice do I have?
While I cannot provide specific pricing details, I can share my perspective as an operations professional. Though we use Jira and initially relied on ServiceNow, we have transitioned more towards Vulcan. We never considered moving away from PagerDuty Operations Cloud. I believe that whatever the cost is, it is beneficial because the IT infrastructure operations industry cannot function without PagerDuty Operations Cloud or a similar product. Furthermore, PagerDuty Operations Cloud has an excellent reputation.
New users are onboarded to ServiceNow or Jira, and they immediately create a PagerDuty Operations Cloud account profile that goes through a verification and approval process by a hierarchy. Once approved, they can set up their numbers and build their profiles to reflect their department, area of expertise, and time zone, allowing them to track incidents outside their shifts while remaining informed about ongoing schedules.
OpenScape is one product that I used before. I worked with Siemens in healthcare IT infrastructure operations, and during that period, we used BMC Remedy integrated with OpenScape, which was back around 2013 to 2016. Back then, our phone numbers were connected to it, but it was not particularly helpful. If you were not in front of your laptop, you received a call, and the automated IVR provided a brief description of the incident logged. You could only acknowledge or resolve the incident without having the option to assign it. OpenScape was what I had used before opting for PagerDuty Operations Cloud at Salesforce starting in 2021, and continuing with PagerDuty Operations Cloud became more widespread at Autodesk in 2022. As I mentioned earlier, some developers have indicated that integrating bots presents a challenge that has been somewhat resolved over time, but that is the only negativity I have heard about PagerDuty Operations Cloud. I rate this product overall a nine out of ten.
Alert handling has improved and monitoring now supports faster false positive resolution
What is our primary use case?
PagerDuty Operations Cloud is used to understand whether there are false positives or false alerts because it is integrated into a system where there would be a phone number, such as anyone from the team's phone number or perhaps the shift supervisor's phone number. Once those triggers are there, it would hit that number until somebody picks it up and acknowledges or escalates the alert or threat.
In a recent incident through PagerDuty Operations Cloud, there was one issue with one appliance that was continuously going wrong. Even if we were acknowledging it and closing it and had denoted it as a false positive and a false trigger or false alarm, it was still continuously hitting us. There was some issue with the appliance or some issue with the server. Once we understood that, we escalated this to the company's SecOps team, and they had to go inside to find out more details. PagerDuty Operations Cloud team was coordinated with them. Once they were coordinated, they could dig in deep and find out what the issue was. A high-priority P1 ticket was raised for that as per ITIL principles.
PagerDuty Operations Cloud was being used inside the office only, and if we enter anybody's number, for example, it would continuously be hitting at any time whenever the alerts are there. Whoever's numbers are added, such as a shift supervisor or shift people, those would keep on hitting back.
What is most valuable?
The best features that PagerDuty Operations Cloud offers are that it is user-friendly, the design is scalable, and it is quite easy to use for a newbie as well. Logging into the alerts as well as logging into any details are easy over PagerDuty Operations Cloud.
It is user-friendly because it does not need any sort of coding or any sort of scripting language to be filled in. It can just operate with mouse clicks. We need to know how to operate it, when to close, when not to close, and how to read green, yellow, red, and blue monitors or markers as per the monitoring.
It is easy to use, and I think the software also comes at a very low budget or low cost, which is very cost-effective and cost-friendly as well, rather than its alternatives. It benefits in every way, in network security, in cybersecurity, and overall company data monitoring and firewall as well.
I do not have any specific numbers because those will not be shared with us. This is confidential information. The response time is great, and after using PagerDuty Operations Cloud, false positives and false alarms, as well as security monitoring, were very strongly done.
What needs improvement?
PagerDuty Operations Cloud can be improved by adding more features. Whatever manual work is there could be automated using scripting. Then it would be more efficient.
When we receive a call, it has to be entered all the way. If one thing had been entered, then multiple things need not have to be entered multiple times. It does not need to be entered repeatedly. It could be automated in that way.
For how long have I used the solution?
In my current field, I have been working almost eight to nine 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?
I rate its scalability a ten out of ten.
How are customer service and support?
Customer support is good.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
No other options were evaluated because this is the only thing we started our work with. I am not aware of what other companies use.
What was our ROI?
Money would be saved because it is a tool that, if automated, can do a lot of work for the employees that would otherwise be manual tasking. Thereby, it would save both money and time.
What other advice do I have?
I can give the advice that anyone can surely go ahead with this product because it would be a win-win situation for both PagerDuty Operations Cloud as well as the company that is using it. I have rated this product a nine out of ten.
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?
showing 1 - 10