Case Study: Guidewire achieves faster 24/7 cloud support and incident response with PagerDuty

Guidewire Drives Cloud Migration and Customer Support with PagerDuty

Guidewire, a provider of cloud services for property and casualty insurers, needed a way to support 24/7/365 availability as it moved from on-premises software to the cloud. The company also wanted to reduce the cost and complexity of its traditional follow-the-sun support model while improving response times across customer support, operations, product, and security teams, using PagerDuty to help manage incidents and escalation.

PagerDuty helped Guidewire centralize monitoring tools, automate routing and escalation, and connect the right teams and executives to high-priority incidents in real time. As a result, 17 teams adopted PagerDuty, average response time dropped to 3.5 minutes with most teams responding within two minutes, and the business improved collaboration, reduced burnout, and lowered the risk of SLA breaches; Guidewire also expects its Salesforce Service Cloud integration to save 10 minutes per incident.

Guidewire

Michael Nguyen

First Responders Team Manager