Case Study: Looker achieves sub-2-minute incident response and 24/7 uptime for 200,000+ users with Jira Software (Opsgenie)

Looker trusts Opsgenie to help deliver their service to 200,000 users every day

Looker, a Santa Cruz–based analytics platform serving 1,400+ customers and 200,000+ end users, needed a more flexible incident-management system as it scaled. Their previous alerting tool couldn’t support complex schedules or reliable escalations, and with customers relying on constant data access, downtime was not an option.

Looker adopted Atlassian Opsgenie, leveraging flexible on-call scheduling (one‑click overrides), a full-featured mobile app, and Slack integration to automate alerts and streamline response. The change delivered consistent notifications across ten teams, an average time-to-response under two minutes, reduced downtime, and reliable 24/7 service for customers and their users.

Looker

Graham Kenville

Senior DevOps Engineer