In general, we will be using a third party provider to take alerts from the systems which are doing the monitoring -- whether that's AWS Cloudwatch, something like Sensu or Nagios, or a third party monitoring service like Pingdom -- to the responders who can actual take care of the problem.
Choosing which provider to use for a project is an important decision; not only do you want to know how easy it is to tie in parts of the infrastructure and services you're building into the alerting system, but you are depending on the reliability of this service to ensure your own reliability. If the alerting system doesn't notify you of problems, you won't be able to address them in a timely manner.
When making these decisions, here are some things you'll want to take into account:
- Notification Reliability - In order to be alerted when there are problems, we need a service which is at least as reliable, if not more reliable, than our own service. To some extent, this will boil down to trust in the vendor and their SLA.
- Notification Methods - The other issue is ensuring that the service can use many different alerting methods; if someone is in an area of flaky cell phone coverage, app push alerts may not work properly, but SMS or phone calls may. Being able to use a number of methods (email, SMS, voice call, Slack, app push notifications) helps us improve the alerting workflow.
- Integrations - Optimally, any alerting tool should have integrations with the various services we're using to generate the alerts, like Cloudwatch. Some tools can also take input from things like CircleCI to help tie service events to alerts (all the alerts started right after the last deploy). At the very least, we want to make sure there is an API we can use to alert in an ad hoc manner.
- On-Call Scheduling and Escalation - Any alerting tool we use will need to allow us to set up on-call schedules as well as escalation policies so that we can ensure the right people are alerted quickly, and if there is no response, that it will be escalated to someone else who will respond. Being able to tie alerts to teams so that people will only get the alerts they can deal with is also important.
- Cost-Effectiveness - The alerting tool also needs to be cost-effective; in addition to making sure the service provides value comparable to its competitors, you should also be aware of considerations about how it is billed. Services that bill by alert or notification, for instance, can quickly spiral out of control in a bad incident. Make sure the pricing matches our needs and use case.
Some other questions that we don't have good answers for yet:
- In addition to the above, many of these products offer other services beyond simple alerting and reporting; what other features are available to us?
- What about requirements about working in GovCloud or other higher-security environments?
This is a comparison of three major alerting providers: OpsGenie (owned by Atlassian), PagerDuty, and VictorOps (owned by Splunk). These three provide the basic services listed above, but vary in maturity and our experience with them.
These comparisons were made with the OpGenie "Standard" ($19/user/month), PagerDuty "Platform Business" ($39/user/month), and VictorOps "Growth" ($29/user/month) tiers, as they are the ones that capture the bulk of the features we're looking for. Where capabilities vary more based on a lower or higher tier, notes have been made in the table with the price of the option per user per month.
Please feel free to add or update this table with other information you find helpful in making a decision (including adding other vendors if it's merited).
| Feature/Objective | OpsGenie Standard ($19) | PagerDuty Platform Business ($39) | VictorOps Growth ($29) |
|---|---|---|---|
| SLA | 99.9% of alerts within 5m | 99.9% of alerts within 5m | (Couldn't find this on their website?) |
| Notification Amounts | Unlimited (users x 100 domestically at $9) | Unlimited Globally (Domestically at $29) | Unlimited |
| Notification Types | Email/Push/SMS/Voice | Email/Push/SMS/Voice | Email/Push/SMS/Voice |
| SSO | Yes | Yes | Available at $49 |
| Team Functionality | Yes | Yes | Yes |
| Scheduling | Yes | Yes | Yes |
| Escalation Policies | Yes | Yes | Yes |
| API | Yes (Documentation) | Yes (Documentation) | Yes (Documentation) |
| Cloudwatch Integration | Yes | Yes | Yes |
| Slack Integration | Yes | Yes | Yes |
| Other Notable Integrations | CircleCI, Jira, New Relic, StatusPage | Jira, New Relic, Statuspage | Jira, New Relic, Statuspage |
| Data Retention | 1 year (unlimited at $29) | Unlimited | Not listed (but unlimited noted at $49) |
| Terraform Provider | No (abandoned) | Yes | No official provider, some limited attempts |