Case Study: Quartet achieves a 25% drop in incidents and faster incident response with PagerDuty

Quartet Achieved a Decrease of 25% in Incidents With the Help of Pagerduty

Quartet, a 100‑employee New York company that builds a cloud platform connecting medical and behavioral health providers, needed to ensure its always‑on service and protect patient care. As the engineering team grew, their ad‑hoc Sumo Logic + Slack alerts encouraged team “swarming” instead of clear ownership, driving up mean‑time‑to‑acknowledge (MTTA) and mean‑time‑to‑resolve (MTTR) and making rapid incident resolution a critical challenge.

Quartet deployed PagerDuty integrated with AWS CloudWatch and Sumo Logic to provide guaranteed alert delivery, on‑call rotations, and escalation policies that assign ownership to the right engineers. The new process created urgency and better logging, reduced MTTA and MTTR, and drove a 25% drop in incidents while improving resilience for patients and providers.

Quartet

Mustafa Shabib

Head of Engineering