Evernote Improves the Customer Journey With PagerDuty

Evernote is a cross-platform software-as-a-service application that enables users to organize, personalize, and share information from any device, with a focus on providing unique search capabilities across various formats like notes, images, PDFs, and voice recordings. With a user base exceeding 220 million people globally, Evernote's Site Reliability Engineering (SRE) team plays a critical role in maintaining user satisfaction by ensuring minimal downtime and quickly resolving any service issues. The team utilizes PagerDuty for alerts, notifications, and on-call scheduling, which has become increasingly important since Evernote's migration to Google Cloud Platform in 2016. This migration enhanced agility in service development but also introduced new challenges in tracking key performance indicators that affect service-level objectives (SLOs). PagerDuty aids the team in prioritizing alerts based on customer impact, providing a comprehensive view of production issues through advanced analytics, and supporting the automation of incident response processes. As Evernote continues to expand, they plan to further integrate PagerDuty's features, such as postmortem templates and incident response plays, to enhance their incident management practices.