Exceeding SLA expectations and decreasing downtime - Jeppesen selected PagerDuty to overcome the challenges they faced around incident management, on-call automation, and incident triage and escalation. Since implementing PagerDuty, the company has gained full-stack visibility ofcritical applications, aggregate and manage alerts across their infrastructure, prioritize critical incidents requiring immediate response, and stop business-impacting situations. “PagerDuty provides us with a clear timeline as to when the problem started, when it was acknowledged, and when it’s been resolved,” stated Castillo.To deliver a faster response, with the help of PagerDuty Jeppesen implemented a ChatOps support model. Using the PagerDuty and Slack bi-directional workflow extension.

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