Case Study: SendGrid achieves faster incident response and reduced downtime with PagerDuty

SendGrid Enhances Employee Productivity and Reduces Downtime with PagerDuty

SendGrid, a cloud-based customer communication platform headquartered in Boulder, CO with ~331 employees that delivers over 25 billion emails a month, faced a critical alerting challenge: their previous tool couldn’t scale to handle roughly 2,000 incident alerts per day and tens of thousands per minute during outages. They needed an enterprise-grade incident management solution to streamline noisy, manual alerting and maintain uptime during high-volume incidents.

By implementing PagerDuty for collaboration, scheduling, escalation and reporting, SendGrid dramatically improved incident response—achieving an average MTTA of 2 minutes and an MTTR of 19 minutes—while diagnosing outages faster, reducing downtime and customer churn, and boosting employee productivity and satisfaction. Reporting also helped them track alert volume (an estimated 78,000 annually) and stay on target to cut alerts by 50% year-over-year.

SendGrid

Mary Moore-Simmons

Engineering Operations Manager