The Challenge: Ensuring Databases are Performant, Highly Available, and Reliable
PagerDuty supports IT operations staff to do what they do best – keep critical applications running, business operations flowing smoothly, and value transactions taking place. For the company’s customers, PagerDuty connects Incident Management, AIOps, Automation and Customer Service Operations in one place so that IT, DevOps, security, and business teams can work more efficiently.
Behind this, PagerDuty relies on its Operations Cloud to run those services and processes that power its customers’ own procedures. Any issue in the company’s own IT infrastructure could affect the availability of services that clients rely on. With brand value interlinked with reliability and timely delivery, any and all potential issues need to be planned for.
Databases are no exception. With data at the heart of the PagerDuty Operations Cloud, the company’s Database Reliability Engineers have to be fully confident that their databases are performing at maximum efficiency and reliability.
The Solution: Percona Unmeasured Support for MySQL
PagerDuty works with Percona on support for its low-level database instances.
Using Percona Support for MySQL includes everything from specific asks around performance issues to critical support if and when something goes wrong. Russ Smith, Database Reliability Engineer at PagerDuty leads the relationship with Percona for PagerDuty, and his team can call on Percona’s expertise whenever required.
Working with Percona
Since starting work with Percona in 2020, the PagerDuty team has relied on Percona for MySQL unmeasured support around its MySQL instances. This has enabled the teams at PagerDuty and Percona to collaborate and deliver on projects more efficiently and maintain availability for the company’s services.
As an example, PagerDuty had a server that was misconfigured and a scheduled migration that should have taken hours ran for several days. As a result, the PagerDuty DBRE team reached out to Percona for support. Within a few hours, Percona was able to identify the problem and put into action fix recommendations.
Resolving this technical issue meant that a critical customer-facing project was completed on time, which was absolutely vital for PagerDuty’s business operations. The partnership between PagerDuty and Percona ensures that when it comes to data, no problem is insurmountable.
PagerDuty has recently worked with Percona around its migration projects for MySQL 5.7, which came to end of life status in October 2023. Working together, Percona and PagerDuty built migration plans and completed moves for critical applications, while PagerDuty used the Percona team for support around further applications and services that would be moved over time.