PagerDuty adopted for Canon ITS's new IT infrastructure service "SOLTAGE"

PagerDuty, Inc. (Headquarters: Minato-ku, Tokyo; President and Representative Director: Nobuyuki Yamane; hereinafter referred to as PagerDuty), a provider of incident management solutions, announces that PagerDuty has been adopted as the platform for the new "Incident Management Service" within the MSP (Managed Service Provider) services of "SOLTAGE," an IT infrastructure service provided by Canon IT Solutions Inc. (Headquarters: Minato-ku, Tokyo; President and Representative Director: Hiroshi Suyama; hereinafter referred to as Canon ITS), a member of the Canon Marketing Japan Group. This new service, which manages and automates notification and response during system failures in multi-platform environments, will be available starting July 2026.

Background and Development Intent

Today, corporate IT systems predominantly feature multi-platform configurations that intricately combine on-premises, public cloud, and SaaS environments. In such settings, traditional threshold monitoring solely at the server level makes it difficult to grasp the overall system status, leading to longer times for identifying failure causes and restoring services, thereby increasing the risk of business interruption. Furthermore, with the acceleration of development cycles, there is an urgent need for further speed-up in detecting, notifying, and responding to failures, as well as reducing the burden on operations personnel.

To address these pressing needs, Canon ITS is launching a new service comprising an "Observability Service" that comprehensively visualizes the status and relationships of the entire system, and an "Incident Management Service" that centrally manages failure responses. For the incident management platform, which oversees and automates everything from failure notification to response, PagerDuty, with its extensive global track record, has been selected.

Overview and Features of the New Service "SOLTAGE" (Incident Management Service)

"SOLTAGE," the IT infrastructure service provided by Canon ITS, is a comprehensive service covering all areas of IT infrastructure. By combining cloud integration services, network services, system operation/maintenance services, security services, and data center services, it reduces the operational burden on customers' entire systems and enables them to focus resources on core business activities.

The "Incident Management Service" offered through this collaboration dramatically enhances the speed and reliability of failure response with the following three main features:

Reliable Initial Response through Automated Calling and Mobile App Notifications: Leveraging the PagerDuty platform, incidents are immediately communicated to relevant parties via automated calls and mobile app notifications when a failure occurs.

Prevention of Missed Responses through Automatic Assignment and Escalation: The service includes an automatic assignment function for responders based on on-call schedules. Additionally, an automatic escalation function ensures that responses are not missed or delayed, even during widespread failures, if there is no response from the assigned personnel.

Establishment of a Comprehensive Operational Structure in Collaboration with "Managed Operations Service": This service can be combined with Canon ITS's existing "Managed Operations Service" offered within its MSP services. This enables the establishment of a comprehensive operational structure that includes human-assisted responses.

Future Outlook

PagerDuty will continue to strongly support the advancement of corporate system operations and digital transformation by integrating its platform with the unique knowledge and expertise of its partner companies. By combining Canon ITS's know-how and support system, built on over 25 years of operational experience, with PagerDuty's incident management platform, we will provide more reliable and efficient operations that cannot be achieved with tools alone, contributing to the improvement of business continuity and customer value for our clients in Japan.

About PagerDuty

PagerDuty, Inc. (NYSE:PD) is a global leader in digital operations management, helping to streamline large-scale IT operations through PagerDuty Operations Cloud. PagerDuty Operations Cloud is a flexible and scalable platform that integrates incident management, AIOps, automation, and customer service operations. By adopting Operations Cloud, companies can reduce the risks and costs associated with operational failures and accelerate the pace of innovation. For more information in Japan, please visit https://www.pagerduty.co.jp/.

About Canon IT Solutions Inc.

Canon IT Solutions Inc. (Headquarters: Minato-ku, Tokyo; President and Representative Director: Hiroshi Suyama) plays a central role in the IT solutions business within the Canon Marketing Japan Group. The company offers a wide range of services, including industry-specific solutions for manufacturing, finance, distribution, education, and public sectors, as well as IT services, software products, and engineering. With "SOLTAGE," which provides various IT infrastructure services such as data centers and security, as an example, the company leverages its extensive implementation experience and technical capabilities accumulated across a broad range of industries, along with cutting-edge technologies cultivated through years of research and development, to create solutions that meet the diverse requests of its customers. For more information, please visit https://www.canon-its.co.jp/.