Case Study: John Lewis & Partners cuts incident acknowledgment to 1-2 minutes with PagerDuty
Key results
The challenge
As John Lewis & Partners moved to the cloud and a 'build it, run it' model, it scaled to 60 services with more than 300 microservices and 5,000 deployments a year. The centralized approach of handing code to Operations became impractical, and the retailer needed a more effective incident response process.
The solution
John Lewis & Partners adopted PagerDuty to orchestrate the right response for every incident and route issues directly to the teams that own the services.
“PagerDuty has been critical in ensuring we can rapidly respond to digital incidents so we don't lose revenue to our competitors.”
SSSimon SkeltonPlatform & Operations Manager, johnlewis.com
The results, in context
With PagerDuty, John Lewis & Partners reduced time to acknowledge incidents from 10-15 minutes to 1-2 minutes and can now restore service three times faster than before, while gaining greater visibility into operational health.