Case Study: Major League Soccer achieves uninterrupted fan access and faster incident response with PagerDuty

MLS Making Every Moment Available for Fans

Major League Soccer (MLS), a New York–based sports organization with about 200 staff and a PagerDuty customer since 2013, runs 20 web properties plus mobile and social channels that see huge traffic spikes during match days. Because every match is live, outages are extremely costly; before PagerDuty the digital team was always on-call with no clear incident ownership, leading to unanswered alerts, long downtimes, and unevenly shared responsibility.

MLS implemented PagerDuty to automate alerting and on-call schedules, routing game-day and monitoring alerts to the right person at the right time and providing visibility into people and system health. The result: rotating schedules that give team members predictable time off, faster incident response, reduced downtime, and a scalable way to keep fans connected — PagerDuty now serves as the team’s “12th man.”

Major League Soccer

Justin Slattery

‎Director of Engineering