xMatters

RATING:

4.5

(136)

About xMatters

xMatters is a cloud-based incident management solution designed to help businesses of all sizes automate identification, prevention and resolution of IT issues. Features include dynamic toolchains, real-time notifications, actionable responses, a centralized dashboard, automatic routing and ChatOps rooms. xMatters allows organizations to collaborate with teams via SMS, email or voice messages. Its monitoring functionality creates helpdesk tickets directly from alerts and sends notifications via conference bridges. Its notification management feature enables users to limit the intensity of alerts and block devices. Additionally, its timeline optimization system lets businesses analyze the entire incident management process, from raising a ticket to assigning it to a...

xMatters Pricing

IT Management Pricing: Free: $0 per user / month Starter: $9 per user / month Base: $39 per user / month Advanced: Contact Us --------------------------------------------------- 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

Starting price: 

$9.00 per month

Free trial: 

Available

Free version: 

Available

xMatters Dashboard

xMatters Reviews

Overall Rating

4.5

Ratings Breakdown

Secondary Ratings

Ease-of-use

4.5

Customer Support

4.5

Value for money

4.5

Functionality

4.5

Most Helpful Reviews for xMatters

1 - 5 of 135 Reviews

David

Information Technology and Services, 1,001-5,000 employees

Used daily for less than 2 years

Review Source: Capterra

OVERALL RATING:

5

EASE OF USE

4

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed January 2017

xMatters keeps our business informed

xMatters has truly transformed the way we communicate during critical business issues. Prior to xMatters, our NOC team needed to formulate a communication notice and send a blast message to a huge amount of recipients which created a chaotic conference bridge which only added to the time required to resolve the issue. After implementing xMatters into our workflow this time has been greatly reduced and xMatters has proven to be a very effective tool in sending out a very targeted communication to only the individuals required to resolve the outage as quickly as possible. Thank you xMatters!!

PROS

It gives the power to individuals to manage their teams our their own communications the way that works best for them

CONS

Would like to be able to organize subscriptions better to make them more search friendly

Vendor Response

Hi David. We appreciate you taking the time to review our product. We are so happy xMatters is working well for your business and helping you to reduce the time to get to the right people to resolve business situations. Our next quarterly release is coming soon and we look forward to sharing details on our integration directory and enhanced timeline report.

Replied February 2017

Cliff

Retail, 5,001-10,000 employees

Used daily for less than 2 years

Review Source: Capterra

OVERALL RATING:

4

EASE OF USE

4

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

Reviewed January 2017

Bridge Call process has been the major impoact

Prior to gaining xMatters for bridge call processes, trying to get team(s) on a call manually was a very tedious process. Whether it was sending out a generic "high priority" email with bridge call details and hoping teams would get on, to trying to use a manual on-call list to contact users directly to join a bridge, the biggest improvement in the process has been xMatters ability to target groups and on-call users and get them on the call in an improved timely manner. There are small improvements that could be added to the process, which has been suggested to xMatters teams and development. It takes a time to build and implement such features, but we are hoping certain features will be improved upon or added in the later future! I do know there are other integrations which are available which we have not even touched on yet. As we continue the process and get integrations built and working in the later future, we do see the possibility of xMatters being even more powerful than we currently see.

PROS

For bridge calls, the ability to efficiently gather individuals that are needed in order to resolve situations in a timely manner.

CONS

Still, more potential that could be added or built. However, xMatters is always taking suggestions and adding more features as time moves along.

Vendor Response

Hi Cliff. Thanks very much for leaving an xMatters review on Capterra and for your positive comments. It is appreciated by all of us. We are always evaluating enhancements that our customers have requested so we can continue to improve our product capabilities. Our next quarterly release is coming soon and we look forward to sharing details on new enhancements especially with the integration directory which will allow you to integrate even more easily than before.

Replied February 2017

Tony

Computer Software, 1,001-5,000 employees

Used daily for less than 2 years

Review Source: Capterra

OVERALL RATING:

3

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

4

FUNCTIONALITY

4

Reviewed January 2017

1st run at xMatters

Our install of the 1-way integration was very smooth. To setup and use the product was simple. Any questions I had were easy to locate through your support documentation. Our implementation of the 2-way integration has been a bit of a challenge. We allotted 100 hours to install the application in our lab environment, test it, and move it to our QA environment prior to installing it in our Prod environment. We are out of hours & just completed the QA setup. We have yet to address LDAP & SSO. So far everything is testing clean in QA.

PROS

Easy of use.

CONS

Setup time for operational use.

Vendor Response

Hi Tony. Thank you for taking the time to leave a review for xMatters. Reviews help us evaluate our products and performance. We are happy that the one-way integration went well. We will continue to improve our integration capabilities over the next few releases, including the one coming in March, which should help getting further integrations that you look to do be completed in a easier and faster way. If you run into any issues though, please feel free to contact your CSM or our Support team who can help you through it.

Replied February 2017

Arunkumar

Computer Software, 10,000+ employees

Used daily for more than 2 years

Review Source: Capterra

OVERALL RATING:

4

EASE OF USE

5

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed January 2017

Awesome Tool for notification

We use xmatters in our account to notify end users when critical tickets are raised and it has been very helpful. The tool works flawless, specifically after we moved to cloud. Love the design of the tool which is very easy to use. Only negative thing I noticed is there is no proper way of reporting things. For eg: if I need to pull a list of all on call person for a group or supervisors it's tough as we have more than 800 groups. The reports need to be improvised and allow end users to select the fields which they want in the report and few other options.

PROS

Easy to use. Notification triggered on time Creating widgets is very simple and easy to learn.

CONS

Only negative thing I noticed is there is no proper way of reporting things. For eg: if I need to pull a list of all on call person for a group or supervisors its tough as we have more than 800 groups. the reports need to be improvised and allow end users to select the fields which they want in the report and few other options.

Vendor Response

HI Arunkumar. Thanks very much for leaving an xMatters review on Capterra and for your positive comments. I read your perspective about improved reporting capabilities. If you have specific examples, 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 including our enhanced timeline report and who is on call report.

Replied February 2017

Tom

Used free trial

Review Source: Capterra

OVERALL RATING:

5

EASE OF USE

4

VALUE FOR MONEY

4

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed January 2017

Polished product (xMatters on Demand after 2.5 years use)

We have been using xMatters on Demand for around 2.5 years, migrating to it from the infrastructure version. This cloud-based service has been developed and improved by xMatters in this time, making the interface noticibly better and the product quality better. We use the system to notify support staff in a small environment (up to 100 users), calling support groups via a number of methods. Overall Quality Apart from some initial issues with audio phone calls failing to deliver notifications, this is a service I can rely on and requires very little system administration. The integration mechanisms are resiliant and the web interface clean and easy to navigate. Ease of Use User experience is mixed - the look and feel takes some getting used to, but the web interface has a solid feel. There is wysiwyg feature to designing forms and panels which is extremely easy to use and connecting integration agents is painless. Because there is so much that can be done outside the basic functions, knowledge of REST API and programming disciplines is needed to integrate data streams into xMatters (users, groups, schedules). Extended development of action scripts within the xMatters engine may require developer access beyond the standard web interface to use the underlying scripting language. Features & Functionality This is an (almost) infinitely extensible notification environment Customer Support Extremely quick and attentive. Comprehensive knowledge base and community web site. Value for Money The more functionality that is applied to the product, and the bigger and more complex the environment is, the more value is returned.

Vendor Response

Hi Tom. Thank you for taking the time to leave a review for xMatters. Reviews help us evaluate our products and performance. We want to provide the best level of service to you and appreciate you taking the time to comment. Our next release is coming in March and hope you are excited about our integration enhancements which should make it even easier for you to integrate with additional tools that your organization leverages.

Replied February 2017