Case Study: Bulletproof achieves reliable SLA response times and automated incident management with PagerDuty

Bulletproof Enables Customer Cloud Migration with PagerDuty

Bulletproof is a Sydney‑based “Mission Critical Cloud” provider (120+ employees) supporting 700+ customers across government, finance, manufacturing and retail. The team struggled with slow, costly and manual incident workflows—relying on physical pagers, third‑party messaging, and ad‑hoc on‑call scheduling—which made it hard to predict responder commitments, meet SLAs and protect engineers’ work‑life balance.

Moving to PagerDuty automated alerting, on‑call scheduling and escalation, and integrated monitoring and ChatOps tools. The result: reliable, SLA‑guaranteed response times at scale, analytics‑driven incident metrics, multi‑device alerts, reduced manual coordination, and happier engineers supported by a dependable incident management platform.

Bulletproof

Greg Cockburn

Chief Cloud Officer