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.
Panasonic Electric Works Laboratory of America (PEWLA), part of the Panasonic Group in North America, provides global platforms and services for Panasonic. These platforms power Panasonic products that are used to manage energy, collect data, and enhance customer experience. Whether internal or external, providing customer satisfaction is key to their organization.
Early Panasonic Challenges
PEWLA is committed to providing the best service and products for their customers. They needed to ensure their systems were always up and have people on-call to fix any issue when it occurred. PEWLA’s IT infrastructure is spread across multiple countries and time zones which made on-call scheduling difficult. When someone went on vacation or traveled, it was a big hassle to update the schedule. They would rather spend their time on projects to improve customer happiness than maintain an on-call schedule.
Customer support is essential to guaranteeing customer satisfaction. For customers with priority support, Panasonic dedicated one support representative per customer. Unfortunately, the support representative had to sit up all night waiting for issues to come in. This was not a productive use of their time. Panasonic wanted to continue to deliver a high quality service, while increasing employee productivity.
Given their diverse IT infrastructure, Panasonic uses multiple monitoring tools to watch over their systems. Nagios monitors their local systems, while Amazon CloudWatch monitors their cloud applications. In addition to Nagios and CloudWatch, they created a custom check application for fine-grained monitoring of an internal application. Once an error is found, a log is created in Amazon CloudWatch. They were receiving email alerts from all of these systems when an issue occurred. But email alerts weren’t enough to wake someone up when they were asleep. Incidents would go on for hours throughout the night before someone acknowledged them in the morning.
“Sending emails, that’s easy. Getting people up at night, that’s the hard part.” – Bryant Eastham, Chief Architect
How did PagerDuty help?
On-call schedules are programmed and updated in PagerDuty with a few clicks. Switching a shift with a teammate is low hassle. PEWLA’s IT team can create one-time overrides to maintain on-call consistency and the on-call team can go on business as usual. PagerDuty is used to schedule on-call for both the IT and customer support teams. Instead of waiting around to be needed, the customer support representative can go home and be alerted as issues arise. PagerDuty helps connect the Panasonic team so they can service their customers more efficiently.
“With PagerDuty, we spend less time worrying about on-call schedules, and more time creating great products that impact lives.“
The time to respond to an incident has dramatically decreased with PagerDuty. Panasonic takes advantage of the wide variety of ways to acknowledge an incident – SMS, push notifications, phone call – to let their teammates know they will handle the incident. By having alerts come through their phone, they are able to customize ring tones to ensure they always wake up when their systems are down. They never have to worry about missing an alert again.
“It’s always embarrassing when you don’t respond to an incident. PagerDuty helped us fix that.”
Panasonic is powering some of the most innovative products today. PagerDuty is a key component of PEWLA’s IT infrastructure and is contributing to creating a better world.
“We have peace of mind with PagerDuty.”
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