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PagerDuty's Scalable IT Alert Notification System Powered by Twilio
Technology Category
- Infrastructure as a Service (IaaS) - Cloud Databases
- Infrastructure as a Service (IaaS) - Cloud Middleware & Microservices
Applicable Industries
- Cement
- Telecommunications
Applicable Functions
- Quality Assurance
Use Cases
- Leakage & Flood Monitoring
- Speech Recognition
Services
- System Integration
- Testing & Certification
The Challenge
PagerDuty, an incident management platform for IT operations and devops teams, was faced with the challenge of making IT alerts reliable and simple to use. Traditional alerting systems were either complex, capital-intensive enterprise projects or unreliable, jury-rigged hacks that were as likely to fail themselves as the systems they monitored. The founders of PagerDuty, Alex Solomon, Andrew Miklas, and Baskar Puvanasathan, aimed to create an alerting system that was not only highly reliable but also simple and accessible. They envisioned a cloud-based service that could aggregate incidents from multiple IT monitoring systems.
About The Customer
Founded in 2009 and headquartered in San Francisco, PagerDuty provides an incident management platform for IT operations and devops teams. The company was founded by Alex Solomon, Andrew Miklas, and Baskar Puvanasathan with the aim of making IT alerts reliable and simple to use. PagerDuty's customers include famous tech brands like Adobe, eBay, Etsy, and Square. The company has grown significantly over the years, raising nearly $11 million in funding in a round led by top-tier VC firm Andreessen Horowitz.
The Solution
PagerDuty selected Twilio as its primary communications provider to build a scalable, easy-to-use, and reliable IT alert notification system. Twilio's rock-solid telecommunications service was crucial to PagerDuty's success. Twilio offered the flexibility of escalating from SMS to voice notifications, and a straightforward API that eased the integration of PagerDuty with monitoring services like Nagios, Pingdom, Splunk, and Zenoss. With PagerDuty, users have just one place to set up sophisticated alerting rules with multiple levels of coverage. If a primary contact doesn't respond, the alert is escalated to a secondary contact. Users can respond easily by simply replying to an SMS notification or selecting an option from a voice menu. Users can also immediately escalate an alert directly from their phones via a cross-platform mobile site or native iOS and Android apps.
Operational Impact
Quantitative Benefit
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