PagerDuty’s number one priority is and will continue to be reliability. Unfortunately, reliability can be an issue with SMS messaging. However, our engineering teams have been working very hard to make sure that we provide the best possible deliverability on SMS messaging in order to continue to increase reliability.
One way that we have improved the delivery rate of SMS PagerDuty alerts is that PagerDuty alerts are now being sent via short code. US cell carriers pre-approve SMS traffic from our short code so SMS alerts should now be more reliable in terms of deliverability across all carriers.
Any PagerDuty SMS alerts sent to a US phone number will be sent from PDUTY (738-89) and any failover will be sent via any of these long codes. This change will vastly minimize any issues our customers have experienced with receiving SMS alerts in the US.
For PagerDuty short code responses, standard text messaging rates should apply.
We are extremely excited about short codes and, as always, would love to hear your feedback! Please reach out to us at support at pagerduty.com.