What do you like best?
PagerDuty works perfectly every time. The process is fairly simple, but the flexibility is almost limitless. We reviewed other alert monitoring system in the past, but none of them were able to handle the really complex on-call schedules. PagerDuty blows the rest away.
What do you dislike?
Although priced competitively, when you consider their competition, our costs over the past 3 years have increased by 85%.
Recommendations to others considering the product
I think of PagerDuty as a hammer. A hammer has one job, and it does a great job at it. This is very similar to PagerDuty. It's job is to alert the correct on-call resource as quickly as possible, and it does it perfectly every time.
What business problems are you solving with the product? What benefits have you realized?
We needed to notify or alert the correct technical on-call people, as quickly as possible. We wanted to feel monitoring data to an automated system that could read an on-call schedule, and take the correct action.
Before PagerDuty, we used a 24x7 NOC. With more than 40 on-call teams, and close to 400 on-call resources, our NOC would often struggle to alert the correct resource. This led to resources being woken up at in appropriate times and overall technical resource dissatisfaction. With PagerDuty's help, we were able to completely eliminate the 24x7 NOC, saving the company more than $600,000 annually.