Before PagerDuty, the on-call process was manual and time-consuming. Once the appropriate people were notified, the response was further delayed due to lack of visibility into application performance. “The modus operandi before PagerDuty went like this: Somebody knows something doesn’t work, people get pinged on Slack, and someone will eventually respond and fix it. This was a horrible process” The team makes good use of PagerDuty’s 300+ integrations and custom APIs to monitor their applications, most notably New Relic and AWSCloudWatch. Flixbus also monitors Kubernetes clusters and Adyen payment processing. After PagerDuty was deployed, mean time to respond significantly improved—from 2016 to 2017, the teams saw a 60 percent decrease in high-urgency incidents.

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