OpsGenie is an IT monitoring and incident response platform for development and operations teams, providing alerts and schedule management escalations. OpsGenie is now part of Atlassian since the late 2018 acquisition.
$0
up to 5 users
PagerDuty
Score 8.6 out of 10
N/A
PagerDuty is an IT alert and incident management application from the company of the same name in San Francisco.
$25
per month per user
Pricing
OpsGenie
PagerDuty
Editions & Modules
Free
$0.00
up to 5 users
Essentials
$9.00
per user/per month
Standard
$19.00
per user/per month
Enterprise
$29.00
per user/per month
Professional
$25
per month per user
Business
$49
per month per user
Enterprise
Contact Sales
Offerings
Pricing Offerings
OpsGenie
PagerDuty
Free Trial
Yes
Yes
Free/Freemium Version
Yes
Yes
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
—
Discount available for annual pricing.
More Pricing Information
Community Pulse
OpsGenie
PagerDuty
TrustRadius Insights
OpsGenie
PagerDuty
Highlights
Research Team Insight
Published
OpsGenie and PagerDuty are both IT incident management tools. They also offer on-call schedule and rotation management capabilities. OpsGenie has been acquired by Atlassian to join its IT portfolio, while PagerDuty is a standalone solution.
OpsGenie is an Atlassian IT monitoring and incident response platform, which emphasizes its integrations with the rest of organizations’ tech stacks and the platform’s relatively lower price point. In contrast, PagerDuty’s incident resolution service specializes in alert management and quality customer support for larger organizations and enterprises.
Features
OpsGenie and PagerDuty both offer strong capabilities tailored to their respective user bases.
OpsGenie excels as an integrated tool within businesses’ broader IT ecosystems. Reviewers highlight OpsGenie’s native integrations with 3rd party systems. These integrations also facilitate coordination and communications across different teams for more streamlined IT incident escalation and resolution.
On the other hand, PagerDuty stands out for its alert management and aggregation at scale. It features very flexible and adaptable escalation rules to meet each business’s unique needs. Reviewers also highlight PagerDuty’s alert management and aggregation when wrangling a wide array of alerts across the enterprise.
Limitations
OpsGenie and PagerDuty also have various limitations worth keeping in mind.
OpsGenie has been criticized for its user interface, which some reviewers say is not accessible for some users. In particular, alert administration can be difficult to conduct, such as routing alerts to specific individuals. If alert routing isn’t carefully managed, they can be sent to the wrong personnel, resulting in missed alerts.
In contrast, PagerDuty’s mobile application has been consistently criticized by reviewers. It lacks functionality found in the desktop version, and is not viable as an alternate administrative portal. There are also some 3rd party tools with limited or insufficient integrations.
Pricing
OpsGenie offers 4 packages:
The free version provides basic alerting and on-call management for up to 5 users.
The Essential plan, at $9/user/month, provides additional incident management and alerting, as well as various Jira integrations.
The Standard plan, at $19/user/month, offers unlimited alerting and incident management, including more customization and integrations.
The Enterprise plan, at $29/user/month, provides the full incident management platform and additional reporting capabilities.
PagerDuty offers 5 different plans, each tier adding functionalities on the lower-tier plan:
The Free plan provides on-call scheduling, unlimited API calls, and always-up service for up to 5 users.
The Starter plan, at $10/user/month for up to 6 users, ads unlimited domestic text notifications and escalation policies, as well as 1 year data access and email/chat support.
The Team plan, at $29/user/month, adds unlimited global phone/text notifications, more integrates, response orchestration, and a status dashboard.
The Business plan, at $39/user/month, adds SSO and advanced permissions, advanced integrations, unlimited data access, and phone support.
The Digital Operations plan, priced by quote from the vendor, provides a suite of add-on products, more automation, event management, analytics, and a visibility console.
Incident response is well suited to OpsGenie, and this is where it really shines—whether it's an outage, a security incident, or similar. My experience is mostly with security, and it offers a great audit trail. It minimises the need to cut and paste from different platforms when creating reports and ensures that what was said and what was done (along with any evidence) is persisted and reflected in the incident detail.
I've used ICM in the past which has been a very Microsoft product with everything thrown into a blender. So, PD implementation is a breath of fresh air with focused pages to achieve the end goal. If the goal is to collaborate on issues across the organization, PD might not be the best solution but within specific teams, PD excels at it.
OpsGenie New Jira design has made it difficult for those not familiar with that style.
OpsGenie could benefit from nested escalation flows for team schedules. Creating a product alert that uses and Tech Schedule as well as an Incident Manager Schedule that already exists would create less overhead and ease management.
When getting a phone call, PagerDuty doesn't seem to allow acknowledgments of alerts through the phone, which it says it does. I constantly receive a message that it was updated by another person - when in reality, it wasn't.
Smarter notifications. If an alert was snoozed for a time, when it comes back, it sends out another alert. It should, I think, send a message asking if the alert is still an issue and give the option to close.
In general terms OpsGenie is a well done tool for solving the alert incident management, the usability is super ok during the configuration and during the alert. The main opportunity I found is the reporting and analytics section which is a little difficult to understand at a first sight and the refresh is not automatic, some little frictions but frictions at all
As I've been using this app for the last 3 years, I would like to see a few additions, like exposing the "create slack channel" option from the mobile app, rather than just from the PD website from the specific incident
PagerDuty is reliable and easy to set up. It gives an effective way to notify the team about critical incidents which results in a faster turnaround time on issues. users can customize their alerts rules based on their preferences. Overall it's effective and easy to use which adds great business value.
We also looked at PagerDuty but decided to go with OpsGenie as it had more features on the plan we needed compared to PagerDuty which would have required us to spend a lot more for what we felt were non-premium features. Everything felt like an add-on - automation for an additional $20 a user per month seemed like a lot on top of the base plan
There were more features and more ways to contact the provider. Ring Central would send out a call. I don't remember sending an email or text when I was paged. It seemed it was only an app on my phone and not located on my computer, where I could access it when I was working on the computer.
Helped us track bugs and issues that came up during product launch periods which reduced overhead that normally came with needing to manually contact the right team members
Prevented last minute breaking issues from falling through the cracks, decreased time to fix by automatically alerting the team members and allowing the product and project teams to easily see what active alerts are in progress
![Screenshot of Similar Incidents [Apple iPad], Open Incidents [iPhone 8], On-Call Schedule Menu [Apple Watch])](https://media.trustradius.com/product-screenshots/kf/M5/L6SIK3HGD31M.png)
