Case Study: Honeycomb improves incident management efficiency with PagerDuty

Honeycomb’s Improved Incident Management Process Removes Bottlenecks and Leads to Rich Results Across the Organization

Honeycomb, a fast-growing observability company, needed a better way to manage incidents as its SRE and platform teams scaled. Before using PagerDuty’s Jeli, incident handling was labor-intensive, scattered across Slack and Google Docs, and lacked clear ownership and easy coordination across internal teams.

PagerDuty helped Honeycomb implement Jeli’s Incident Response bot, auto-imported Slack messages, and Narrative Builder to streamline communication and post-incident analysis. As a result, Honeycomb expanded incident management from one person to the full Platform Engineering team, cut incident analysis time from about 18–25 hours to around 6 hours for a major incident, and improved post-incident reviews, onboarding, and cross-functional learning.

Honeycomb

Fred Herbert

Staff SRE