PagerDuty vs. Splunk On-Call vs. Grafana OnCall: Which Incident Management Tool Is Right for You?

Choosing an incident management platform shouldn't feel like navigating a minefield. But when your team's response time directly impacts customer experience and revenue, the stakes are high.

This comparison breaks down three popular on-call management tools: PagerDuty, Splunk On-Call, and Grafana OnCall. We'll look at what each platform does well, where they fall short, and most importantly, which one fits your specific needs.

One important note before we dive in: Grafana OnCall's open-source version entered maintenance mode in March 2025 and is being replaced by Grafana Cloud IRM, which unifies on-call management and incident response into a single platform. This shift reflects how the incident management landscape continues to evolve.

Understanding What You Actually Need

Most IT leaders approach tool selection backwards. They start with features and pricing instead of asking what problems they're trying to solve.

Your incident management needs depend on several factors:

Team size and structure. A 10-person startup has different requirements than a 500-person enterprise with multiple teams across time zones.

Existing infrastructure. What monitoring tools are you already using? How complex is your alert routing?

Budget constraints. Not just the sticker price, but the total cost including add-ons, training, and maintenance.

Growth trajectory. Will you have 50 users next year or 500?

Integration requirements. Does your platform need to work seamlessly with Splunk Observability or Grafana monitoring?

Keep these questions in mind as we explore each platform.

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PagerDuty: The Enterprise Powerhouse

PagerDuty dominates the incident management market for a reason. It's the most mature platform with the deepest feature set.

What PagerDuty Does Well

Comprehensive automation capabilities. PagerDuty's Incident Workflows let you build automated response processes without writing code. When an alert comes in, the system can automatically create incident channels, pull in relevant team members, update status pages, and kick off remediation playbooks.

This matters when you're managing hundreds of incidents monthly. Manual coordination doesn't scale.

Advanced AI and machine learning. PagerDuty's AIOps reduces alert noise by up to 91% according to their data. The system learns which alerts typically occur together and correlates them into single incidents. It also predicts which alerts are likely to escalate and routes them accordingly.

For teams drowning in alerts, this is transformative.

Enterprise-grade integrations. Over 700 pre-built integrations cover nearly every monitoring tool, communication platform, and ticketing system you might use. Setting up connections to Datadog, New Relic, ServiceNow, Slack, and Microsoft Teams is straightforward.

Sophisticated reporting and analytics. Post-incident analysis is where teams actually improve. PagerDuty provides detailed metrics on response times, escalation patterns, and team performance. You can identify bottlenecks and optimize your processes based on real data.

Proven at scale. Major enterprises rely on PagerDuty for critical infrastructure. The platform handles complex multi-team coordination, cross-functional incident management, and global on-call schedules without breaking.

Where PagerDuty Falls Short

Cost becomes prohibitive quickly. The pricing structure looks reasonable at first glance. Professional plans start at $21 per user per month. Business plans run $41 per user monthly. But essential features hide behind expensive add-ons.

Want AIOps for noise reduction? That's $699 per month base plus usage fees. Need advanced AI capabilities? Add another $415 monthly minimum.

A 100-person team on the Business plan pays roughly $49,200 annually before add-ons. Small teams can't justify this expense. Mid-sized teams struggle as they grow.

Steep learning curve. PagerDuty's power comes with complexity. New users find the interface overwhelming. Configuration requires understanding escalation policies, service dependencies, routing rules, and workflow logic.

Simple tasks like editing schedule overrides require deleting and recreating them. This isn't intuitive.

Feature bloat. PagerDuty keeps adding capabilities, which sounds good until you're hunting through menus trying to find basic functions. Teams with straightforward needs pay for sophistication they don't use.

When PagerDuty Makes Sense

Choose PagerDuty if you're a large enterprise with complex incident management requirements. Budget flexibility matters less than feature completeness and proven reliability.

It's the right choice when you need sophisticated automation, extensive integrations, and enterprise security features. If your incident response involves coordinating multiple teams across different time zones with varying escalation policies, PagerDuty handles this better than alternatives.

Regulated industries requiring comprehensive audit trails and compliance features should lean toward PagerDuty.

It's overkill for small teams with simple alerting needs.

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Splunk On-Call: The Balanced Middle Ground

Splunk On-Call, formerly known as VictorOps before Splunk's acquisition, positions itself as the practical choice for DevOps teams. It aims to deliver essential incident management without overwhelming complexity or enterprise pricing.

What Splunk On-Call Does Well

The Timeline feature is genuinely useful. Splunk On-Call organizes incidents in a Twitter-like timeline that shows everything happening in your infrastructure. Engineers can see alerts, team communications, and actions taken all in one chronological view.

This context matters during incidents. You can quickly understand what's happening without jumping between tools.

Easier setup than PagerDuty. Multiple reviewers note that Splunk On-Call is simpler to configure and administer. The learning curve is less steep. New team members can get up to speed faster.

You still get escalation policies, on-call scheduling, and routing rules. But the interface doesn't overwhelm you with options.

Strong integration with Splunk ecosystem. If you're already using Splunk for observability, log analysis, or ITSI (IT Service Intelligence), the integration is seamless. Splunk ITSI's machine learning can correlate multiple alerts into single events before they reach Splunk On-Call, reducing alert fatigue.

This ecosystem advantage is significant for existing Splunk customers.

Alert Rules Engine provides flexibility. The Rules Engine (sometimes called Transmogrifier) lets you transform alert data before it hits your timeline. You can modify fields, set severity levels, route to specific teams, and filter noise.

This customization helps tailor the platform to your specific monitoring setup.

Better pricing than PagerDuty. Splunk On-Call offers three tiers: Starter at $10 per user monthly, Growth at $35 per user, and Enterprise at $45 per user. For a 50-person team, you're looking at approximately $14,100 annually on the Starter plan.

That's significantly less than PagerDuty Business plans, and core features aren't locked behind expensive add-ons.

Post-incident review capabilities. Splunk On-Call provides reports on incident frequency, MTTA (mean time to acknowledge), MTTR (mean time to resolve), and post-incident reviews. You can analyze patterns and improve your response processes.

Where Splunk On-Call Falls Short

Limited AI and automation. Compared to PagerDuty's sophisticated AIOps, Splunk On-Call's alert correlation is basic. You get filtering and routing rules, but they require manual configuration. The platform lacks intelligent, automated noise reduction.

Teams dealing with high alert volumes might still face noise challenges.

UI feels dated. Multiple users describe the interface as clunky. It's functional but not modern. Schedule overrides are particularly tricky to manage. The mobile app works but doesn't feel as polished as competitors.

Reporting limitations. While post-incident reports exist, they're not as comprehensive as PagerDuty's analytics. Generating custom reports or tracking specific metrics can be frustrating.

Fewer integrations than PagerDuty. Splunk On-Call supports major monitoring tools, but the integration library is smaller. You might need custom API work for less common platforms.

Scaling challenges. Some teams report that Splunk On-Call works well for smaller groups but becomes limiting as organizations grow. The lack of advanced automation and AI features becomes more apparent at scale.

Support can be slow. User reviews mention that customer support responsiveness varies. Getting help with configuration issues sometimes takes longer than expected.

When Splunk On-Call Makes Sense

Choose Splunk On-Call if you're a small to mid-sized team that needs solid incident management without PagerDuty's complexity or cost.

It's ideal for organizations already invested in the Splunk ecosystem. The integration with Splunk Observability, ITSI, and log analysis creates a cohesive monitoring and response environment.

DevOps teams that value the timeline-based collaboration model will appreciate how Splunk On-Call presents incident information. The chronological view helps teams maintain context during stressful situations.

Budget-conscious IT leaders who need more than basic alerting but can't justify PagerDuty's pricing will find Splunk On-Call hits a sweet spot.

It's less suitable for large enterprises needing advanced AI-driven automation or teams requiring extensive pre-built integrations beyond major platforms.

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Grafana OnCall and Grafana Cloud IRM: The Open-Source Alternative

Grafana's incident management story is evolving. The open-source Grafana OnCall entered maintenance mode in March 2025. It's being replaced by Grafana Cloud IRM, which unifies on-call management and incident response into a single platform.

Understanding the Grafana Options

Grafana OnCall OSS is the self-hosted, open-source version. It remains available but won't receive new features. Only critical bug fixes will be applied until it's archived in March 2026.

Grafana Cloud IRM is the commercial, fully-managed option. It combines on-call scheduling, incident management, and response workflows into one application.

This split matters because your choice determines costs, maintenance burden, and feature access.

What Grafana Cloud IRM Does Well

Exceptional value for money. The pricing is transparent and affordable. A $19 monthly platform fee includes three active IRM users. Additional users cost $20 each per month with pay-as-you-go billing.

A 50-person team pays roughly $959 monthly, or $11,508 annually. That's less than half the cost of PagerDuty Business plans and significantly cheaper than Splunk On-Call Growth tier.

Developer-friendly design. Grafana built this platform for DevOps teams. The interface feels modern and intuitive. Engineers who already use Grafana for observability find the transition natural.

Tight integration with Grafana ecosystem. If you're monitoring infrastructure with Grafana metrics, logs, and traces, IRM provides seamless incident management. You get a unified view from alert to resolution without switching contexts.

This integration is Grafana's biggest strength. Teams using Grafana for observability get incident management that feels native rather than bolted on.

No vendor lock-in with OSS option. Teams concerned about vendor dependency can self-host Grafana OnCall OSS. You maintain full control over your incident management infrastructure.

Even if you choose Grafana Cloud IRM, knowing you can fall back to self-hosting provides strategic flexibility.

Modern architecture. The unified IRM platform combines previously separate tools into cohesive workflows. Multi-channel notifications work well across Slack, Telegram, SMS, voice, and email.

Simple scheduling. For teams with straightforward on-call needs, Grafana's scheduling is clean and easy to manage. You don't need to navigate complex configuration hierarchies.

Where Grafana Falls Short

Less mature than alternatives. Grafana Cloud IRM is newer with a smaller customer base. It lacks the extensive case studies and reference customers that enterprise procurement teams often require.

Limited AI capabilities. While PagerDuty invests heavily in machine learning for alert correlation and noise reduction, Grafana's AI features are minimal. Teams dealing with high alert volumes might struggle.

Fewer pre-built integrations. The integration library is growing but doesn't match PagerDuty's 700+ options or even Splunk On-Call's selection. You might need custom API work for less common tools.

OSS maintenance mode creates uncertainty. Self-hosting teams face a choice: migrate to Grafana Cloud IRM or accept that their OSS installation won't evolve. Mobile app support for OSS ends in March 2026.

Less sophisticated automation. Workflow orchestration exists but isn't as powerful as PagerDuty's Incident Workflows or even Splunk On-Call's Rules Engine. Complex automation scenarios might require custom development.

Basic reporting. Analytics and post-incident reports are adequate for small teams but lack the depth that larger organizations need for continuous improvement.

Limited enterprise features. Compliance capabilities, audit trails, and advanced security features aren't as comprehensive as PagerDuty. Enterprise procurement processes might flag these gaps.

When Grafana Makes Sense

Choose Grafana Cloud IRM if you're already using Grafana for observability. The integration is seamless and the combined value is hard to beat.

It's ideal for small to medium teams under 100 users who want modern tooling without enterprise pricing. Developer-focused organizations appreciate the clean interface and API-first architecture.

Teams concerned about vendor lock-in value having an open-source option, even if they choose the cloud version initially.

Budget-conscious IT leaders should seriously consider Grafana. The cost savings are substantial without sacrificing core functionality.

It's less suitable for large enterprises needing the most advanced features, extensive pre-built integrations, and proven performance at massive scale.

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Comparing Incident Management Tools

If Ease of Use Matters Most

Winner: Splunk On-Call

Splunk On-Call consistently receives praise for being easier to set up and administer than PagerDuty. The timeline interface is intuitive. New users get productive faster.

Grafana Cloud IRM offers a clean, modern interface that developers appreciate. It's simpler than PagerDuty but requires understanding the Grafana ecosystem.

PagerDuty is powerful but demanding. Expect significant training time and ongoing complexity management.

If Advanced Automation Is Critical

Winner: PagerDuty

No contest here. PagerDuty's Incident Workflows, dynamic routing, and AI-driven automation are industry-leading.

You can build sophisticated response processes that automatically handle routine incidents, escalate critical issues, and coordinate across multiple teams without manual intervention.

Splunk On-Call offers adequate automation through the Rules Engine, but it requires manual configuration and lacks AI intelligence.

Grafana provides basic automation but can't match either competitor's sophistication.

If You Need Enterprise-Scale Features

Winner: PagerDuty

Large organizations with complex requirements need PagerDuty's depth. The platform handles multi-team coordination, global on-call schedules, sophisticated escalation policies, and extensive compliance features.

Enterprise security, audit trails, and detailed analytics are more comprehensive than alternatives.

Splunk On-Call serves mid-sized enterprises adequately but shows limitations at larger scale.

Grafana Cloud IRM is maturing but lacks the proven track record at massive scale.

If Integration Flexibility Is Essential

Winner: PagerDuty

Over 700 pre-built integrations cover nearly every tool in the modern IT stack. Whether you're using mainstream platforms or niche monitoring solutions, PagerDuty likely has a connector ready.

Splunk On-Call's integration library is respectable, particularly within the Splunk ecosystem, but smaller overall.

Grafana's integration library is growing but limited. You might need custom API development for less common tools.

If You're Already in a Specific Ecosystem

For Splunk users: Splunk On-Call is the obvious choice. The integration with Splunk Observability, ITSI, and log analysis is seamless.

For Grafana users: Grafana Cloud IRM provides unified observability and incident management that feels native.

For monitoring-agnostic teams: PagerDuty's extensive integrations provide maximum flexibility across diverse tool sets.

If Timeline-Based Collaboration Appeals to You

Winner: Splunk On-Call

The timeline feature is Splunk On-Call's signature capability. It presents incidents, communications, and actions in a chronological view that helps teams maintain context.

PagerDuty offers collaboration features but not the same timeline-centric approach.

Grafana provides standard incident views without the unique timeline presentation.

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Common Mistakes to Avoid

Choosing based on price alone. The cheapest option that doesn't meet your needs wastes money. The most expensive option with unused features wastes even more.

Ignoring total cost of ownership. Factor in training time, maintenance effort, and add-on costs. PagerDuty's add-ons significantly impact total spend.

Underestimating complexity. PagerDuty requires dedicated time for configuration and ongoing management. Small teams might not have resources for this.

Overlooking integration requirements. Verify that your critical monitoring tools integrate smoothly before committing. Custom integration work adds time and cost.

Failing to plan for growth. Your incident management platform should scale with your team. Switching tools later is disruptive and expensive.

Ignoring ecosystem fit. If you're heavily invested in Splunk or Grafana, choosing a platform outside that ecosystem creates friction and missed opportunities.

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Closing Thoughts

There's no universally perfect incident management tool. Your best choice depends on your specific situation.

Choose PagerDuty if you're a large enterprise that needs comprehensive features, sophisticated automation, and proven reliability at scale. Budget flexibility is essential because costs add up quickly. You need extensive integrations and can invest in training your team on a complex platform.

Choose Splunk On-Call if you want a balanced approach with solid features, easier setup, and better pricing than PagerDuty. It's ideal for mid-sized teams, especially those already using Splunk for observability. The timeline-based collaboration model appeals to DevOps teams who value context during incidents.

Choose Grafana Cloud IRM if you want excellent value, modern design, and especially if you're already using Grafana for observability. It's perfect for small to medium teams that need solid functionality without enterprise pricing or complexity.

Choose Grafana OnCall OSS if you have strong infrastructure capabilities, need data sovereignty, and can accept maintenance mode status.

The incident management landscape continues to evolve. PagerDuty remains the enterprise standard with the most comprehensive feature set and highest costs. Splunk On-Call occupies the practical middle ground with balanced capabilities and pricing. Grafana Cloud IRM is emerging as the value-conscious alternative with strong capabilities for teams in the Grafana ecosystem.

Your decision should align with your team size, budget, complexity needs, and existing tool ecosystem. Take advantage of free trials to test platforms with your actual workflows before committing.

The right incident management platform reduces stress during outages, improves response times, and helps your team sleep better at night. That's worth getting the decision right.