It was the sophisticated functionality and the reliability of Esendex’s SMS API that convinced PagerDuty to move away from their previous supplier. The SMS service, with its advanced range of features; including delivery receipts, SMS forwarding rules and two-way SMS is proving essential to the success of PagerDuty’s alerting processes.
PagerDuty is an incident tracking and alerting system for IT operations teams. Its goal is to help system administrators, operations people and developers resolve problems with their IT systems and software as fast as possible.
PagerDuty collects alerts from IT monitoring tools and alerts the on-duty engineer if there's a problem. Alerts are dispatched via an automated phone call, SMS or email. PagerDuty also schedules on-call duty for support teams and ensures no failures ever go unnoticed by automatically escalating unanswered alerts to another team member.
A Software Engineer from PagerDuty comments:
Companies ranging in size from startups to Fortune 500, trust PagerDuty for delivering their critical IT alerts to the right people. Esendex plays an important role by delivering critical SMS alerts, in a timely and reliable manner. PagerDuty depends on Esendex’s global reach to send SMS alerts to most of Europe and Australia.
Although PagerDuty had previously used SMS for alerts, their previous supplier could only offer a solution with limited functionality and reliability of the messages being delivered was poor. The limitations of the service led them to search for a new supplier. Esendex were chosen after being recommended by colleagues in the IT monitoring space.
The implementation process was excellent – within an afternoon, we had the API working in a test environment. The SMS API was easy to integrate with.
Before using Esendex, customers complained that they were not receiving alerts. Now that the SMS service is more reliable and provides a delivery receipt feature, there is the reassurance that the messages have been delivered and less time is spent resolving customer complaints.
The two-way SMS feature allows action to be taken right from the mobile phone. PagerDuty enables the on-call engineer to acknowledge, resolve or escalate a triggered incident by simply replying to the SMS alert. These features are invaluable because they provide a quick update to the status of the incident or the incident can be escalated to another engineer - perfect for when an engineer is without access to a computer to handle the problem.
PagerDuty is also looking to use Esendex to send SMS alerts to countries outside of Europe and Australia.
As Esendex is a global company, this enables us to provide reliable SMS alerting to customers internationally.
