Turn any signal into insight and action. See how PagerDuty Digital Operations Management Platform integrates machine data and human intelligence to improve visibility and agility across organizations.
Connect insights to real-time action by aligning teams through the shared language of business impact.
Check out the latest products we’ve been working on—including event intelligence, machine learning, response automation, on-call, analytics, operations health management, integrations, and more.
Digital Operations Management arms organizations with the insights needed to turn data into opportunity across every operational use case, from DevOps, ITOps, Security, Support, and beyond.
Over 300 Integrations
Discover DevOps best practices with our library of webinars, whitepapers, reports, and much more.
Learn best practices and get support help with resources from our award-winning support team.
See how PagerDuty works with our live product demo — twice a week, every week.
We've created a maturity model to assist on the journey to digital operations excellence. Take our short assessment to find out where your team falls!
Interactive, simple-to-use API and technical documentation enables users to easily try updates and extend PagerDuty.
Engage with users and PagerDuty experts from our global community of 200k+ users. Become a member, connect, and share insights for success.
Get all your PagerDuty-related questions answered by exploring our in-depth support documentation and community forums.
Have you ever worked on a team where it was a challenge to give constructive feedback or confidently share ideas? At PagerDuty Summit 2018, Patrick...
PagerDuty helps organizations transform their digital operations. Learn more about PagerDuty's mission and what we do.
Meet our experienced and passionate executive team.
We are risk-taking innovators dedicated to delivering amazing products and delighting customers. Join us and do the best work of your career.
With the PagerDuty Foundation, we are committed to doing our part in giving back to the community.
Since we launched on-call handoff notifications, lots of our customers have used them to be notified about their on-call responsibilities to make sure they never forget when they’re on-call. Over the years, we’ve seen a variety of on-call schedules and thought we’d share some of the more favored practices we’ve seen.
Below is a distribution of all start and end times for on-call shifts scheduled within PagerDuty:
The most popular time to handoff your on-call shift is Midnight, followed by 8:00 AM and 9:00 AM, then 5:00 PM and 6:00 PM. Despite the popularity of the midnight swap, as PagerDuty, we recommend having your handoff occur during business hours, preferably when both parties are present in the office. Unless you both happen to be in the office at midnight, in which case, go home.
Switching your shift while on-site gives you the opportunity to talk to the next person going on-call about any issues that occurred during the previous shirt or to give a heads up on anything they may want to be on the look-out for.
At GREE, their team syncs up every Monday morning to review alerts from the previous week, go over the upcoming schedule and handoff the rotation to the next on-call team. This gives each team additional insight into the week ahead and makes sure that everyone knows who is the primary, secondary and manager responsible for keeping GREE reliable each week.
Below is a graph of shift handoffs distributed by day of the week:
By exchanging on-call responsibility while on-site, we’d want to see less shifts occurring over the weekend. This distribution closely aligns to our scheduling philosophy at PagerDuty. By switching shifts on Monday, you are able to recount an entire week of data with minimal confusion.
Or you can schedule your shift exchanges during your weekly team meetings. This will still allow you to review information and give a heads up to any potential problems that may be faced.
Another hot topic in terms of on-call scheduling is shift length. Should you switch weekly? Daily? Hourly? While much of this may depend on the size of your team, you will also want to consider other factors. You may want review your historical alerting data to see if there are any hot times in your systems to make sure no single person is getting the short end of the stick, leading to burnout.
Below is a distribution of popular shift lengths from 1 hours up until 2 weeks:
The most popular shift lengths seem to be 8 hours, 12 hours, 1 day and 1 week. Keeping simple shift lengths means less confusion and forgetfulness about when you begin or end a shift.
So when should you use each of these shift lengths?
At PagerDuty, each internal team handles on-call scheduling differently. Our Operations Team has a simple weekly rotation, while our Realtime Team has a weekday / weekend rotation where people are on call during the week, then on call during the weekend. This is because our Realtime Team is slightly larger than our Operations Team, so they wanted to have team members on call more often and for shorter shifts to prevent operational tasks from getting rusty.
Our actual Real-Time team schedule:
It’s important to find a process that works for your team. Even within a single organization, different departments may find one approach works better than another. PagerDuty’s On-Call Schedules give you the ability to customize your team’s shift however works best for you. If you’re not quite sure where to start, just remember the basics: switch shifts when both parties are present in the office (if possible) and maintain a standard shift length (e.g. 12 hours, 1 days, 1 week) to help avoid confusion for when someone’s shift may be starting and ending.
To make this transition more convenient, we also began offering heads up time for when you start and end your shift. Simply log into your PagerDuty account and edit your On-Call Notification Rules from your profile page to get started.
This blog was co-authored by myself and Simon Darken. Once a year, PagerDuty’s SREs get together for a three-day, in-person offsite. With the team spread...
600 Townsend St., #200
San Francisco, CA 94103
905 King Street West, Suite 600
Toronto, ON, M6K 3G9, Canada
1416 NW 46th St., St. 301
Seattle, WA 98107
5 Martin Place
1 Fore St,
London EC2Y 9DT
© 2009 - 2019