For the vast majority of organizations, some form of round-the-clock cover is critical to successful business operations. On-call is an essential part of an effective incident response process, yet there is no commonly accepted playbook on how to most effectively structure and compensate on-callers.
We ran a survey to uncover the mysteries of how on-call works in organizations of different shapes and sizes around the world.
You can download the full report below, or read on to get a few of the headlines.
We had over 200 responses, ranging from globally recognised tech leaders including Google, Amazon and Airbnb, to small start-ups with fewer than 50 employees. Here are the highlights:
In nearly 70% of organizations, each team is responsible for their own on-call rota, rather than having a single or multiple centralised on-call teams.
Over 40% of participants were not compensated for on-call. Interestingly, this was more common in larger organizations (+5,000 people) than in small to mid-sized organizations that participated in the survey.
Where companies did provide compensation, most paid a fixed amount for time spent on-call (e.g. $X per hour, day or week). But the actual dollar amount paid ranged significantly, from $5 to $1,000 per week, with the average weekly rate at $540.
The most commonly cited on-call challenges were:
Our report recommends paying a fixed rate for time spent on-call, calculated down to the minute, regardless of whether or not someone is paged. This helps compensate for the inconvenience and disruption of needing to be available 24/7. From bitter experience, we know that calculating time spent on-call accurately can be tricky, especially when you want to account for weekend rates, holidays and multiple schedules.
That’s why we’ve just launched an on-call compensation calculator. Just connect your PagerDuty account to incident.io, tell us the rules you use to calculate on-call pay and we’ll do the rest. Sign up and give it a try.
You’ll be able to automatically generate a report detailing how much on-call pay each member of the team is owed, based on the hours spent holding the pager. Your responders can also see a breakdown of what they’re being paid for each shift, making it super transparent for everyone.
Et voila - on-call compensation, made easy.
We created a dedicated page for Anthropic to showcase our incident management platform, complete with a custom game called PagerTron, which we built using Claude Code. This project showcases how AI tools like Claude are revolutionizing marketing by enabling teams to focus on creative ways to reach potential customers.
We examine both companies' comparison pages and find some significant discrepancies between PagerDuty's claims and reality. Learn how our different origins shape our approaches to incident management.
The EU AI Act introduces new incident reporting rules for high-risk AI systems. This post breaks down what Article 73 actually mandates, why it's not as scary as it sounds, and how good incident management makes compliance a breeze.
Ready for modern incident management? Book a call with one our of our experts today.