Story
Dynatrace
BigCommerceBigCommerce Extends Grail Across Incident Management
BigCommerce, an information technology organization in the United States, uses Grail from Dynatrace to support incident management for on-call rotations.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because on-call response has a clear owner |
| Productivity | Handoffs in incident management sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Grail is the governed place on-call rotations use for incident management |
Story
Inside BigCommerce, incident management used to depend on whoever still had the latest file. That pattern is common in information technology groups working out of the United States. On-call rotations needed a system that would still make sense after the original project team moved on.
BigCommerce uses Grail from Dynatrace as the working layer for on-call response. Dynatrace is an observability and security platform that uses causal AI to analyze traces, metrics, and logs across cloud stacks. The practical change is simple: incident management has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What BigCommerce gets from Dynatrace is a durable place to run incident management and a way for on-call rotations to see the same on-call response at the same time.
