CASE 161 · JUNIPER · 2023
On-call tooling, migrated without a missed page.
A healthcare SaaS company had Opsgenie for on-call routing with an expiring contract and a vendor-direction shift the team didn’t want to follow. We migrated to PagerDuty over six weeks, with both systems live in shadow during the cutover.
Healthcare SaaS
PLATFORM
2023
RESULTS
What changed, by the numbers.
MISSED PAGES (MIGRATION WINDOW)
0
ROTATIONS MIGRATED
14
INTEGRATIONS
38
INCIDENT-RESPONSE LATENCY
UNCHANGED
HOW IT WENT
On-call migrations carry an asymmetric risk — get one routing wrong and a real page goes nowhere. The team’s aversion was rational. We mitigated it with dual routing during the migration: every page fired both to Opsgenie and to PagerDuty, with operators continuing to use Opsgenie as primary until each team explicitly cut over.
Terraform managed the PagerDuty configuration (escalation policies, schedules, services, integrations). Each team migrated its own rotation when ready. CloudWatch alarms and EventBridge integrations switched from Opsgenie webhook to PagerDuty webhook one team at a time.
Zero missed pages during the migration window. All 14 rotations migrated by week six. Opsgenie was decommissioned at the contract end. Incident-response latency stayed at parity with the previous tool — the win was platform direction and cost, not response time.
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