xMatters

Actionable IT alerting platform for enterprises

4,5 /5 (134 reviews) Write a Review!

xMatters Overview

What is xMatters?

xMatters is an actionable IT alerting platform that relays data between systems while engaging the right people to resolve incidents faster. xMatters automates and brings structure to communication so you can proactively prevent outages, resolve incidents, and keep the right people informed. xMatters brings your toolchain together to empower IT and Development enabling the connectivity among your solutions as well as the handoffs in your process.

With xMatters cloud-based intelligent communications platform, users can perform tasks or resolve incidents effectively by automatically connecting and notifying the most relevant individuals in an enterprise. Resolution teams and individuals are targeted using information based on on-call schedules, skill sets and escalations. The on-call schedule information registers substitutions and holidays, ensuring that only present as well as relevant employees are contacted. Users can create and automate critical incident processes, send and automate escalations and set up automatic trigger notifications using the monitoring and service management systems of the user’s enterprise.

The technology and features incorporated in xMatters offer users an automated and flexible IT communications solution. Since xMatters is fully functional on mobile and tablet devices as well as desktop, users can receive updates and notifications whilst on the move. By targeting relevant teams of people, xMatters aims to resolve incidents faster. In order to improve the overall efficiency of business processes and incident resolve, stakeholders as well as IT teams are automatically informed and updated on any incidents. xMatters is designed for enterprises to manage essential business processes and issues quickly and efficiently, using targeted and automatic communication. While used by lots of large enterprises, xMatters is suitable and scalable for use by IT teams of any size.

xMatters Overview

Pricing

Starting from
US$16,00/month

Pricing options

Free Trial
Free
Subscription
Value for money

IT Management Pricing:

Free: $0 per user / month
Starter: $16 per user / month
Base: $39 per user / month
Advanced: $59 per user / month

---------------------------------------------------
Business Continuity Management Pricing:

Free: $0 per user / month
Starter: $9 per user / year
Base: $12.48 per user / year
Advanced: $15.96 per user / year


xMatters Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China and 5 others, India, Japan, Germany, Brazil, Mexico
Supported Languages
Chinese (Simplified), Chinese (Traditional), English, French, German and 6 others, Italian, Japanese, Korean, Portuguese, Russian, Spanish

Media

Automated & flexible communication
Align resources
On-call scheduling
Collaborate across teams
Customized views
xMatters video xMatters screenshot: Automated & flexible communication xMatters screenshot: Align resources xMatters screenshot: On-call scheduling xMatters screenshot: Collaborate across teams xMatters screenshot: Customized views

xMatters Reviews

xMatters Reviews

Overall rating
4,5
/
5
Excellent
78

Very good
50

Average
5

Poor
1

Terrible
0

Value for Money
4,3
Features
4,4
Ease of Use
4,5
Customer Support
4,7
96% recommended this app
Krishna C.

xMatters for alerting


Lee T.

Vital tool for on-call support and gathering techs for troubleshooting conference calls

We use xMatters primarily as an extension to notifications coming from our ticketing system. We also use its form-based notifications to send out invitations to join a conference bridge for troubleshooting situations.

The integration from the ticketing system to xMatters On Demand (their cloud solution) was made difficult by the lack of a true outbound API from our old ticketing system. Regardless, xMatters has technical experts who were able to make it work. It took some trial and error, but the interface is based on Javascript so they were able to make quick code changes as needed.

Our technicians are able to login to xMatters and configure their own devices, and determine how they want to be notified, and even set timeframes for devices. The team leaders are able to define complex shifts and coverage times for our on-call groups so that the right on-call tech gets notified during the proper time of day. This includes the ability to configure schedules for users in different time zones.

There is a learning curve for the group "supervisors" to figure out how to set up the on-call shifts, but once they grasp the ideas of shifts and learn to use the calendar feature, it all makes sense.

We are also able to leverage the use of groups-within-groups, where one group of technicians acts as the triage team for multiple groups. This allows one team to handle simple incidents and requests, allowing the Level 3 technicians to focus on project and development work without being interrupted by simple service requests and routine incidents during the day, while still allowing them to be available when needed for after-hours on-call support.

We are also using xMatters form-based announcements, whenever it's necessary to send out a notification to a larger distribution of technicians, typically providing information about joining a conference bridge. We can either use xMatters' conference bridge or our own 3rd party conference bridges.

The forms feature allows us to build fill-in-the-blanks forms without having to write code. Also, forms can be saved with certain fields and drop-down selections already determined, creating "scenarios" that we can use over and over. We're still in the early learning stages of the forms capabilities; xMatters also offers integration capabilities that we haven't leveraged yet. For example, we should eventually be able to trigger messages that make calls to 3rd party systems using their Integration Builder features.


Aaron A.

xMatters is great!

xMatters is simple to use, efficient and effective! We began using xMatters for basic paging and messaging for specific departments and teams but have now evolved into automation and integration with a few of our essential tools like NewRelic, Nagios, and ServiceNow. We love the fact that how well xMatters has worked for us to the point we are looking into their BCM solution as well. We are more efficient, more informed, and have a much faster response time to incidents involving critical business elements. The staff is awesome! They are always on top of any questions or concerns we may have.


Burdell C.

Excellent level of Customer Service

The xMatters staff continuously offers us a high level of Customer Service. When I have contacted Rennie Chen or the Support Team (Kim Jue, Jason, Wong) I have always received excellent customer service. They diligently work with me to resolve any issues and answer any questions I might have. They also explain to me in detail the resolution for my issues. When I contact this team of professionals, I know any issues I'm experiencing will be resolved in a timely and efficient manner. I have enjoyed working with this team over the years.


Christina M.

xMatters Review

I feel the product does a great job and has been very reliable. The organization has been great as far as informing their customers on new features and functionality. Where I do feel they could use some work is on their licensing model. I feel it is complicated to figure out their pricing model and they should address this as well as the product is very pricing if you want to extend it for "limited use" within your organization.


Krishna C.
Industry: Computer Software
Company size: 10 000+ Employees

xMatters for alerting

Used Daily for 1+ year
Reviewed on 2019/04/02
Review Source: Capterra

Pros

We use xMatters along with Jira to send out production pages to personal mobiles. Automated workflows, acknowledgements and escalations are great features.

Cons

The UI is not so intuitive especially for first time users.

Response from xMatters

Thanks for your review, Krishna. We're glad you're leveraging our integrations. Do check out our latest feature, Flow Designer (xmatters.com/flow-designer). It's visual interface makes automating incident management workflows even easier.

Our UI is always in development. If you have changes you'd like to propose, visit our online community or send us a support ticket with your ideas so we can continue to improve.

Thanks, Krishna!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Lee T.
Industry: Information Technology & Services
Company size: 1 001-5 000 Employees

Vital tool for on-call support and gathering techs for troubleshooting conference calls

Used Daily for 2+ years
Reviewed on 2017/01/10
Review Source: Capterra

We use xMatters primarily as an extension to notifications coming from our ticketing system. We also use its form-based notifications to send out invitations to join a conference bridge for troubleshooting situations.

The integration from the ticketing system to xMatters On Demand (their cloud solution) was made difficult by the lack of a true outbound API from our old ticketing system. Regardless, xMatters has technical experts who were able to make it work. It took some trial and error, but the interface is based on Javascript so they were able to make quick code changes as needed.

Our technicians are able to login to xMatters and configure their own devices, and determine how they want to be notified, and even set timeframes for devices. The team leaders are able to define complex shifts and coverage times for our on-call groups so that the right on-call tech gets notified during the proper time of day. This includes the ability to configure schedules for users in different time zones.

There is a learning curve for the group "supervisors" to figure out how to set up the on-call shifts, but once they grasp the ideas of shifts and learn to use the calendar feature, it all makes sense.

We are also able to leverage the use of groups-within-groups, where one group of technicians acts as the triage team for multiple groups. This allows one team to handle simple incidents and requests, allowing the Level 3 technicians to focus on project and development work without being interrupted by simple service requests and routine incidents during the day, while still allowing them to be available when needed for after-hours on-call support.

We are also using xMatters form-based announcements, whenever it's necessary to send out a notification to a larger distribution of technicians, typically providing information about joining a conference bridge. We can either use xMatters' conference bridge or our own 3rd party conference bridges.

The forms feature allows us to build fill-in-the-blanks forms without having to write code. Also, forms can be saved with certain fields and drop-down selections already determined, creating "scenarios" that we can use over and over. We're still in the early learning stages of the forms capabilities; xMatters also offers integration capabilities that we haven't leveraged yet. For example, we should eventually be able to trigger messages that make calls to 3rd party systems using their Integration Builder features.

Pros

Flexibility in use, support is quick to respond, xMatters continues to add features through frequent updates to the instances

Cons

We had to rely 100% on having their techs write the integration between our ticketing system and xMatters, which makes us reliant on them for any corrections/updates. This is likely due to our ticketing system - I can't speak to all implementations.

Also, there are some functions we used to have with the on-premise version that we don't have anymore in the cloud solution. This is not an insurmountable issue, but we did have to make some accommodations.

Response from xMatters

Hi Lee. Thanks very much for leaving an xMatters review on Capterra and for your positive comments. We are always looking at ways to improve our product for our customers and if there are specific features you are looking for please let your CSM know and we will review it internally. Our next quarterly release is coming soon and we look forward to sharing details on new enhancements especially with regards to integrations that should make it even easier for you to integrate with other tools that your organization leverages.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Aaron A.
Industry: Information Technology & Services
Company size: 501-1 000 Employees

xMatters is great!

Used Daily for 1+ year
Reviewed on 2017/01/17
Review Source: Capterra

xMatters is simple to use, efficient and effective! We began using xMatters for basic paging and messaging for specific departments and teams but have now evolved into automation and integration with a few of our essential tools like NewRelic, Nagios, and ServiceNow. We love the fact that how well xMatters has worked for us to the point we are looking into their BCM solution as well. We are more efficient, more informed, and have a much faster response time to incidents involving critical business elements. The staff is awesome! They are always on top of any questions or concerns we may have.

Pros

The ease of use is a plus for users who may not be familiar with this type of tool. It's easy to teach and well received.

Cons

The mobile app leaves something to be desired.

Response from xMatters

Hi Aaron. Thank you for taking the time to leave a review for xMatters. Reviews help us make better products and offer outstanding service. We are so excited to see how many systems you have integrated our xMatters solution with including: New Relic, Nagios, and ServiceNow. You¿ll be happy to hear that we will continue to build on our integration capabilities and make it even faster for you to integrate with systems in your toolchain. Our next release is coming out shortly, so stay tuned for the video highlighting some of those features. We are always looking to improve our product and mobile is a focus for us. If you have specific feedback on how we can improve it, please contact your CSM and they will track it.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Burdell C.
Industry: Aviation & Aerospace
Company size: 1 001-5 000 Employees

Excellent level of Customer Service

Used Daily for 2+ years
Reviewed on 2017/01/20
Review Source: Capterra

The xMatters staff continuously offers us a high level of Customer Service. When I have contacted Rennie Chen or the Support Team (Kim Jue, Jason, Wong) I have always received excellent customer service. They diligently work with me to resolve any issues and answer any questions I might have. They also explain to me in detail the resolution for my issues. When I contact this team of professionals, I know any issues I'm experiencing will be resolved in a timely and efficient manner. I have enjoyed working with this team over the years.

Pros

User friendly

Cons

* No calendar available to clients listing future Updates and Maintenance. My organization is requesting that I submit a Change Request when any change(s) are made in Production. This has been a nightmare for me because sometimes I'm not aware of these Updates and Maintenance until they are being implemented. I realize these changes are usually seamless however my organization has requested that I submitted a CR in advance for all Updates and Maintenance.

* Groups can not easily be exported from Non-Production to Production.

Response from xMatters

Dear Burdell. Thanks for your review of xMatters. We¿re so glad you have had great experiences with our team. We hope to keep wow¿ing you with our products and our people. If you subscribe to http://status.xmatters.com you can take a look at the status as well as information regarding upcoming releases. If you have any additional feedback on how we may improve this, please contact your CSM.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Christina M.
Industry: Warehousing
Company size: 10 000+ Employees

xMatters Review

Used Daily for 2+ years
Reviewed on 2017/01/16
Review Source: Capterra

I feel the product does a great job and has been very reliable. The organization has been great as far as informing their customers on new features and functionality. Where I do feel they could use some work is on their licensing model. I feel it is complicated to figure out their pricing model and they should address this as well as the product is very pricing if you want to extend it for "limited use" within your organization.

Pros

Ease of use, reliability and the find/assign with escalation capabilities. Having one tool to notify and also be able to do scheduling for on-call rotations is a benefit.

Cons

Pricing is too high as well as the pricing model for purchasing licensing. It is based on business cases versus just something like we offer 3 types of licenses that do x, y, and z.

Response from xMatters

Hi Christina. We are so happy our product is working well for your business and appreciate you taking the time to review. Our next quarterly release is coming soon and we look forward to sharing details on our integration directory and enhanced timeline report.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 7.0/10

User recommendation
8,8/10
Based on 134 user ratings
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xMatters Pricing

xMatters Pricing

Starting from
US$16,00/month
Free Trial
Free
Subscription
Value for money

IT Management Pricing:

Free: $0 per user / month
Starter: $16 per user / month
Base: $39 per user / month
Advanced: $59 per user / month

---------------------------------------------------
Business Continuity Management Pricing:

Free: $0 per user / month
Starter: $9 per user / year
Base: $12.48 per user / year
Advanced: $15.96 per user / year

IT Management Pricing:

Free: $0 per user / month
Starter: $16 per user / month
Base: $39 per user / month
Advanced: $59 per user / month

---------------------------------------------------
Business Continuity Management Pricing:

Free: $0 per user / month
Starter: $9 per user / year
Base: $12.48 per user / year
Advanced: $15.96 per user / year

Value for Money
4,3/5
Based on 134 user ratings
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xMatters Features

xMatters Features

API
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Auditing
Automatic Notifications
Collaboration Tools
Compliance Management
Data Import/Export
Data Visualization
Drag & Drop Interface
Monitoring
Real Time Data
Real Time Monitoring
Reporting & Statistics
Search Functionality
Third Party Integration
User Management
Workflow Management
Features
4,4/5
Based on 134 user ratings
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Categories

Additional information for xMatters

Additional information for xMatters

Key features of xMatters

  • 24/7 support
  • Alerts / Notifications
  • Application integration
  • Automated scheduling
  • Automatic adjustments
  • Automatic notifications
  • Automatic reminders
  • Closed-loop integrations
  • Communication management
  • Compliance management
  • Customizable messages
  • Customize processes
  • Data synchronization
  • Drag-and-drop interaction designer
  • Escalation management
  • Event logs
  • Event scheduling
  • Information news feed
  • Maintenance scheduling
  • Manual alerting
  • Message multiple audiences
  • Mobile alerts
  • Mobile integration
  • Multi-channel communication
  • Operational intelligence
  • Scenario-specific dashboards
  • Scheduling
  • Secure data storage
  • Service desk management
  • Service disruption management
  • Targeted notifications
  • Task scheduling

Benefits

  • xMatters functions fully on mobile and tablet devices, allowing users to manage incidents on the move.

  • xMatters offers effective two-way communications in an enterprise, automating and targeting communication to ensure a timely resolution to any business process or issue.

  • Users have access to xMatter’s drag-and-drop interaction designer, enabling users to create and customize interactions for any business scenario.

  • xMatters can direct messages to the right people using information from on-call schedules and skill sets, making sure the correct resolution team is engaged.

  • xMatters sends targeted notifications and alerts to ensure that users receive only relevant notifications, avoiding bombardment of irrelevant information.

  • xMatters FAQs

    xMatters FAQs

    Below are some frequently asked questions for xMatters.

    Q. What type of pricing plans does xMatters offer?

    xMatters offers the following pricing plans:

    Starting from: US$16,00/month

    Pricing model: Free, Subscription

    Free Trial: Available

    IT Management Pricing: Free: $0 per user / month Starter: $16 per user / month Base: $39 per user / month Advanced: $59 per user / month --------------------------------------------------- Business Continuity Management Pricing: Free: $0 per user / month Starter: $9 per user / year Base: $12.48 per user / year Advanced: $15.96 per user / year

    Q. What are the main features of xMatters?

    xMatters offers the following features:

    • 24/7 support
    • Alerts / Notifications
    • Application integration
    • Automated scheduling
    • Automatic adjustments
    • Automatic notifications
    • Automatic reminders
    • Closed-loop integrations
    • Communication management
    • Compliance management
    • Customizable messages
    • Customize processes
    • Data synchronization
    • Drag-and-drop interaction designer
    • Escalation management
    • Event logs
    • Event scheduling
    • Information news feed
    • Maintenance scheduling
    • Manual alerting
    • Message multiple audiences
    • Mobile alerts
    • Mobile integration
    • Multi-channel communication
    • Operational intelligence
    • Scenario-specific dashboards
    • Scheduling
    • Secure data storage
    • Service desk management
    • Service disruption management
    • Targeted notifications
    • Task scheduling

    Q. Who are the typical users of xMatters?

    xMatters has the following typical customers:

    Small Business, Large Enterprises, Mid Size Business

    Q. What languages does xMatters support?

    xMatters supports the following languages:

    Chinese (Simplified), Chinese (Traditional), English, French, German, Italian, Japanese, Korean, Portuguese, Russian, Spanish

    Q. What type of pricing plans does xMatters offer?

    xMatters has the following pricing plans:

    Free, Subscription

    Q. Does xMatters support mobile devices?

    xMatters supports the following devices:

    Android, iPhone, iPad

    Q. What other apps does xMatters integrate with?

    xMatters integrates with the following applications:

    Cyfe, Fusion Framework System, Google Cloud Platform, PagerDuty, ScriptRunner for Jira, ServiceNow, Statuspage, Twitter, Workato, Zendesk

    Q. What level of support does xMatters offer?

    xMatters offers the following support options:

    Knowledge Base, Online Support, Video Tutorials, Forum, Phone Support, FAQs