Story
PagerDuty
Dr Reddy'sDr Reddy's Extends Customer Service Across Production Support
Dr Reddy's, a health care organization in India, uses Customer Service from PagerDuty to support production support for SREs and developers.
Value results
| Category | Value result |
|---|---|
| Capability | Production support stays visible to adjacent teams through Customer Service |
| Capability | SREs and developers work from the same Customer Service record for application health |
| Capability | Application health can be reviewed without waiting on a personal export |
Story
Inside Dr Reddy's, production support used to depend on whoever still had the latest file. That pattern is common in health care groups working out of India. SREs and developers needed a system that would still make sense after the original project team moved on.
Dr Reddy's uses Customer Service from PagerDuty as the working layer for application health. PagerDuty is an operations cloud for incident response, on-call, and event intelligence used by digital operations teams. The practical change is simple: production support has a home, and reviews happen there instead of in a forwarded thread.
Nothing in this writeup invents a savings number. What Dr Reddy's gets from PagerDuty is a durable place to run production support and a way for SREs and developers to see the same application health at the same time.
