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PagerDuty gains reliable, scalable analytics solution to help its 19,000 customers deliver better digital experiences
Technology Category
- Analytics & Modeling - Real Time Analytics
- Application Infrastructure & Middleware - Data Exchange & Integration
- Platform as a Service (PaaS) - Data Management Platforms
Applicable Industries
- Professional Service
- Software
Applicable Functions
- Business Operation
- Quality Assurance
Services
- Cloud Planning, Design & Implementation Services
- Software Design & Engineering Services
- System Integration
The Challenge
Founded in 2009, PagerDuty has grown rapidly and is now a leader in digital operations management. More than 19,000 customers across the globe rely on PagerDuty to deliver a better digital experience by identifying issues and opportunities in real time and bringing together the right people to fix problems faster and prevent them in the future. As an innovative tech company that processes billions of events to support its customer use cases, PagerDuty relies on real-time data to understand performance—from the platform’s core infrastructure to several hundred microservices running in AWS to efficiently manage customer inquiries and support operations. Data intelligence is essential for PagerDuty to deliver on its SLA commitments for a high-quality customer experience. With the desire to gain operational insights, PagerDuty chose a traditional log monitoring solution. The vendor proved unreliable in supporting PagerDuty’s significant data ingestion volume, which introduced gaps in historical data. The inability to dynamically scale with PagerDuty’s business needs created an untenable situation. PagerDuty no longer had confidence in the quality and accuracy of its query search results. Ultimately, the company concluded that the vendor wasn’t serving its needs.
About The Customer
PagerDuty, founded in 2009, is a leader in digital operations management, serving over 19,000 customers globally. The company specializes in delivering better digital experiences by identifying issues and opportunities in real time and bringing together the right people to resolve problems quickly and prevent future occurrences. PagerDuty processes billions of events to support its customer use cases, relying heavily on real-time data to understand performance across its platform’s core infrastructure and several hundred microservices running in AWS. This data intelligence is crucial for PagerDuty to meet its SLA commitments and ensure a high-quality customer experience. The company’s rapid growth and innovative approach have positioned it as a key player in the tech industry, with a strong focus on operational insights and customer satisfaction.
The Solution
PagerDuty selected Sumo Logic—a reliable and scalable cloud-native solution—to provide much-needed operational insights. The company engaged Sumo Logic’s professional services team to assist with an accelerated migration to the platform, completing the migration in three months. The customer service from Sumo Logic during that effort was exceptional, and PagerDuty continues to receive high-quality service that sets the standard for other vendors. From the onset, PagerDuty unlocked the power of Sumo Logic’s observability with data analytics and dashboards. Sumo Logic’s monitoring and custom dashboards provide PagerDuty with visibility across developers, support, and security teams. There are 400 users who rely on the Sumo Logic platform for daily searches and inquiries, making it fast and efficient for team members to troubleshoot development issues and rapidly respond to customer support cases. The development teams use insights from Sumo Logic to understand how code changes impact the platform and the customer experience. Leveraging Sumo Logic during incident response efforts, the team has a library of troubleshooting queries and prebuilt dashboards at their fingertips to assess microservice performance, streamlining the process for engineering to resolve development issues quickly.
Operational Impact
Quantitative Benefit
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