FAQ

How does Pager Team compare with Pager Duty, VictorOps, and OpsGenie?

Fundamentally we're all the same product, but instead of charging monthly per user, Pager Team charges per incident. We've built a comparison page to help compare costs, which will vary based on the number of people in your rotations and the number of incidents you typically see.

Are real pagers involved?

Let's not kid ourselves. It's 2019. Everyone uses a cell phone. (Well, almost everyone. If you use a pager and would like to use Pager Team, please get in touch.)

What's an "incident"?

Any event needing a human to have a look urgently. Incidents are triggered via a webhook from your existing monitoring infrastructure. (An incident is urgent if it can't wait until the next business day and it's worth waking someone up.)

What's an "escalation path"?

An escalation path is a combination of an individual person Pager Team will try to reach and a mechanism by which that person will be notified. When an incident is triggered, Pager Team follows a set escalation path to reach the primary on-call who is then responsible for triaging and addressing whatever issue caused the incident. The escalation path involves multiple emails, SMS, and phone calls to the primary on-call. Sometimes the primary on-call has an emergency of their own and is unreachable. In these case, Pager Team escalates the incident to the previous rotation member with email, multiple SMS messages, and multiple phone calls. If the previous rotation member fails to acknowledge the incident, the member before them is tried. If all else fails, Pager Team will notify the rotation owner (again involving multiple SMS messages and phone calls).

What's the "committed schedule"?

Typically the members of a rotation constitute a team, and for better or worse, teams are dynamic. Over time new people will join the team, and some people will leave. Pager Team commits the schedule for the upcoming 30-90 days (this is a choice you make when creating a new rotation) and will not change shifts once they have been committed. That means anyone new who joins the rotation won't be scheduled during that period of time. Similarly, if someone leaves the rotation, Pager Team won't move everyone's already scheduled shifts up by a week. (Alas, a departing member does leave a gap and unfortunately someone does have to take that shift, so we extend the previous shift an extra week. You can always set up an override to have someone else take over.) Beyond the committed schedule, Pager Team will show a predicted schedule, which might change before it becomes committed.

Can I set up Pager Team with a custom escalation path to call my work phone then my house phone then my sister's personal cell phone?

No. We've found that allowing customized logic like this makes it difficult to ensure everyone has their information in the system with a clear and specific way to get ahold of them.

Why do you need my phone number?

We need to send you text messages and phone calls to reach you in the event of an incident. Email alone isn't sufficient for those cases where you're not in front of a computer.

How does Pager Team work with my cell phone's Do Not Disturb mode?

Pager Team will make two phone calls a minute apart. Do Not Disturb mode on both iPhones and Android will allow repeated calls from the same number through. Additionally you can add the Pager Team phone number (669)-24PAGER / (669) 242-5378 to your trusted contacts.

What is a "swap" and how is that different from an "override"?

An override is a schedule exception to the normal rotation schedule. It has a start date (and time), an end date (and time), and the user who is to be the primary during that window. (You don't need Pager Team for overrides: every rotation managment tool will support similar functionality.) A "swap" is exactly that: an agreement between two members of a rotation to trade their upcoming shifts. A swap will convert into two separate overrides as each user's next shift is put into the committed schedule.

Is there a max cost on the pay-as-you-go plan?

Yes. We won't charge you more than $200. If you hit 199 incidents on the pay as you go plan, we'll be happy to switch you to the flat-rate plan, and you can still have unlimited incidents. You can switch back to the pay-as-you-go plan at any time.

Does Pager Team work for solo founders and teams of one?

Yes! Your existing metrics and alarm systems will send you a notification just once, and won't keep trying to reach you in the event of an incident. Pager Team will call and text repeatedly when an incident occurs.

Will Pager Team work with my existing metrics system?

Absolutely! If your existing metrics and alarm system can trigger a webhook, they can create new Pager Team incidents. See our list of known integrations.