Case Study: PagerDuty achieves scalable, reliable IT alerting with Twilio

PagerDuty helps technical operations teams quickly address IT incidents

PagerDuty, a cloud-based alerting service for technical operations teams, needed a reliable way to deliver urgent IT incident notifications at scale. As its user base and alert volume grew, it required a simple, dependable communications platform that could support SMS and voice alerts without adding infrastructure complexity, and it chose Twilio for this purpose.

PagerDuty implemented Twilio as its primary communications provider, using Twilio’s API to integrate alerts with monitoring tools and enable escalations via SMS and voice. The result was a scalable, easy-to-use notification system that handled hundreds of thousands of alerts per month, supported over 125K users and 7K organizations, and helped PagerDuty grow largely through word of mouth.

PagerDuty

Owen Kim

Software Engineer