FAQ What is PagerDuty? Through its SaaS-based platform, PagerDuty empowers developers, DevOps, IT operations and business leaders to prevent and resolve business-impacting incidents for exceptional customer experience. When revenue and brand reputation depends on customer satisfaction, PagerDuty arms organizations with the insight to proactively manage events that may impact customers across their IT environment. With hundreds of native integrations, on-call scheduling & escalations, machine learning, business-wide response orchestration, analytics, and much more, PagerDuty gets the right data in the hands of the right people in real time, every time. Is PagerDuty right for me? You should consider using PagerDuty if: You want to add the ability to customize notification rules for your existing monitoring tools (i.e. text or call me if it’s high-urgency, send me a push notification or email if it’s low-urgency). You want to extend agile incident management workflows to your existing environment with on-call scheduling, automated escalations, incident tracking, and more. You want a single place where you can view the overall health of your systems and operations, no matter how many tools, services, or applications your team is managing. Can PagerDuty route incidents depending on the source of the problem? Yes. PagerDuty allows you to group integrations into services that mirror your service-oriented architecture. Each PagerDuty service has its own associated notification and escalation rules (these are called “escalation policies”). This automatically routes issues to the people best able to resolve them. For example, you might want to create an escalation policy for your database administrator team, and use this policy for all services that integrate with database monitoring systems. This ensures that database problems are always forwarded to a database specialist. What notification methods do you support? PagerDuty can automatically group related alerts into a single incident to minimize noise while centralizing relevant context. Incident notifications are automatically sent using any preferred combination of phone calls, SMS, push notifications and emails. You can customize these notification methods (within the settings for each service), so that incidents dynamically select the right notification behavior depending on their severity, time of day, or during defined support hours. How can I be sure my incident notifications are received? PagerDuty asks users to confirm that they’ve received an SMS by replying to it. Similarly, our automated phone calls ask users to make a selection from a voice menu of possible incident options. You can configure PagerDuty to repeat the call or message if a notification isn’t replied to. What if the on-call engineer doesn’t respond? PagerDuty allows you to specify comprehensive escalation rules. When an incident is triggered, PagerDuty will first try to contact the level-one on-call responder for the incident. If that person doesn’t answer within the user-specified escalation timeout (which you can define per your SLA), PagerDuty will automatically escalate to the level-two responder, and so on. You can notify up to 10 users/schedules (50 on Standard and Enterprise plans) in a single escalation rule, and we support up to 20 escalation rules for each escalation policy. Do you support international SMS? Yes, we support two-way SMS to virtually every country. Do you support international phone calls? Yes, we support phone calls to over 180 countries. To learn more about international calls in PagerDuty and to view the full list of supported countries, click here. How do phone call notifications show up on my phone’s caller ID? We will attempt to send all PagerDuty phone call notifications from the number 1-415-349-5750. Some providers automatically change the caller ID, so the number(s) you receive the calls from may be displayed differently. See the following FAQ entry for SMS notifications. How do SMS notifications show up on my phone’s caller ID? The phone number that will show up on your caller ID for SMS notifications will depend on which SMS provider we use, as well as which country you live in. PagerDuty uses multiple SMS providers per country for availability and redundancy reasons. You can use the below numbers to set up special ringtones on your phone, but please be aware that they might change at any time with little notice. Please also see our vCard for additional numbers. USA Primary Number: PDUTY (73889), 42752, or 43105 Backup numbers: 281-724-3738 206-455-7176 206-455-7376 206-538-2743 206-538-2204 415-349-5750 682-232-0692 682-232-0687 657-206-4429 657-206-4067 682-232-4015 682-232-0663 682-206-3845 754-206-1085 754-206-1088 754-206-1089 415-363-9907 415-363-9908 415-363-9911 415-363-9915 415-363-9916 415-862-4200 415-862-4201 Canada Primary Number: 604-210-6232 Backup numbers: 587-880-2201 587-880-2200 587-409-6519 438-793-9519 438-793-9416 778-652-4416 United Kingdom: +44 2033 224573 Backup numbers: +44 7860 026813 +44 7507 333186 Australia: +61 416 906 354/h3> Backup number: +61 429 883 475 +61 419 353 272 Spain: +34 911 067 132 Backup number: Varies* Hungary: +36 70 717 7404 Backup number: Varies* Other European Countries: +44 7860 026813 Backup number: Varies* +49 177 1781348 +49 177 1789322 +46 76-943 60 15 +33 6 44 63 06 88 +33 6 44 63 02 68 +33 6 44 63 99 56 +33 6 44 63 02 90 +33 6 44 63 96 79 All Other Countries: Numbers Vary* *Note: some phone numbers use local SMS numbers that can vary between messages or day-to-day. What if an engineer receives an incident notification when they are away from their computer? Responders can escalate incidents directly from their phone by replying to the SMS or pressing a key during the automated phone call. I’ve spent a long time setting up monitoring tools to watch my systems. If I switch to PagerDuty, do I have to redo all that work? No. PagerDuty is a platform for agile incident management, not a monitoring system. Think of PagerDuty as an add-on to trigger the right actions to all the data from your existing monitoring tools. PagerDuty provides sophisticated event management as well as infrastructure health visualizations to identify patterns and trends, but leaves finding problems with your systems to your existing monitoring tools. How does it integrate with my existing tools? Every service you create in PagerDuty has a unique email address, such as firstname.lastname@example.org. PagerDuty opens a new incident and begins the notification process at soon as one of your monitoring tools sends an email to a service’s address. What monitoring tools work with PagerDuty? Common monitoring tools used with PagerDuty are Nagios, Pingdom, Amazon Cloudwatch, Splunk and Datadog. However, you can integrate virtually any monitoring tool with PagerDuty via email or API. What other uses are there for PagerDuty? PagerDuty can be used to turn any digital signal into real-time action. Here are some possibilities that our customers use us for today: Have your applications call you if an unexpected exception is raised. Your cron tasks can call you if a critical system maintenance task fails. Intrusion detection systems can be set to call you if they detect a security breach. Environmental sensors (e.x. temperature, humidity, etc.) can notify you if they detect an unsafe environment. Automatically escalate support tickets to ensure response SLA’s are met. Your marketing team can get notified when traffic spikes in order to opportunistically push a promotion. What precautions have you taken to ensure that PagerDuty is always ready to deliver incident notifications? PagerDuty employs active-active architecture, and our infrastructure is fully replicated in three different AWS and Microsoft Azure data centers. We have the capability to rapidly rollover to our backup systems in the event that our main data center loses connectivity. We also ensure redundancy across the rest of our system including notification providers, DNS providers, and more. How will I send PagerDuty triggering emails if my network connection or mail servers fails? We advise using an external ping service such as BasicState or Wormly to monitor your network connection and mail server. Of course, you can forward the error messages from these monitoring services to one of your PagerDuty services. This way, if your site loses network connectivity or your mail server crashes, the on-call engineer will be immediately notified by PagerDuty. How much does PagerDuty cost? You can find our price schedule here. All new PagerDuty accounts come with fully-featured, risk-free 14 day trial (no credit card required). During the free trial, you’ll be able to send phone calls and SMSes free of charge. If you decide not to register for a paid plan within the 14 day trial window, your account will expire at the end of the trial.