Case Study: GREE reduces Mean Time to Repair and automates incident escalation with PagerDuty

GREE - Customer Case Study

GREE is a global leader in free-to-play mobile social games with millions of daily players. After expanding to the US, the company struggled to keep games reliably online: a planned NOC proved slow and error-prone, escalation procedures were manual and unclear, and incidents often dragged on because teams didn’t know who to contact, raising Mean Time to Repair.

By adopting PagerDuty, GREE moved to a DevOps on-call model with automatic escalations and clear primary/secondary/manager roles, and integrated alerts with a company-wide status dashboard and Skypebot channels. The result: the right people are notified immediately, teams have better visibility into game status, and incidents are resolved much faster, reducing MTTR.

GREE

Eduardo Saito

Director of Engineering