Case Study: Xero achieves faster incident response and reduced MTTR with PagerDuty

Xero Leverages PagerDuty and ChatOps to Improve Incident Response and Digital Operations

Xero, the global small business platform based in Wellington, New Zealand, needed a better way to scale incident response as its DevOps and Site Reliability Engineering model added more teams and on-call schedules across multiple locations. As Xero grew, it became harder to coordinate escalation policies and ensure the right responders were available quickly, so the company turned to PagerDuty and its incident management platform.

PagerDuty helped Xero scale on-call groups, improve coordination, and automate incident workflows through ChatOps and its Slack-integrated chatbot, Multivac. By using PagerDuty APIs and analytics, Xero sped up response and resolution times, reduced high-urgency alerts by 40% in one year, and cut MTTR for high-urgency alerts by 74%. PagerDuty also gave Xero better visibility into team health and helped distribute on-call ownership across teams.

Xero

Anthony Angell

Site Reliability Engineer Team Lead