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.

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.

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.

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.

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

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

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.

Easy of use.

Setup time for operational use.

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.

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

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.

Our Company utilizes 2 integrations with xMatters. Control-M which not only allows on-call personnel to perform first level support from anywhere via the mobile app and direct interaction with Control-M to gater Output and take actions directly with Control-M. We also utilize an integration with Service-Now incident reporting to get the needed support quickly for other IT problems outside of our batch processing enviroments. xMatters enables the right personnel to get involved quickly and also provides direct accountability which our managemnt teams appreciate.

Enables my team to get out of the manual notification processes when issues arise. Anyone in the IT Organization can initiate notifications for support.

Upgrades can be a bit tricky since the product does get cutomized for your personal needs.

xMatters fits the bill for our bridge notification requirements in support of critical IT outages. The tool is fairly easy to administer and is rich in features and functionality to accommodate customized escalation and delivery preferences.

Ability to create predefined notifications called 'Scenarios' and customized delivery preferences for groups and users.

Could use more advanced reporting capabilities to be able to manage groups, users and scenarios. The mobile app lacks some critical features found on the desktop UI.

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!!

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

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

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.

I have been administrating xMatters for several months. It was very easy to learn, with very little training. End users can manage their own notification methods, while I am able to tailor the experience to their needs, so they know what to expect consistently. xMatters support is always extremely fast in addressing any support tickets opened. Additionally, the product is always evolving, and xMatters is open to your suggestions for improvement. Licensing can be somewhat costly and confusing, depending upon your needs. It seems xMatters is tailored for a high level, multi-directional notification process, with escalation and flexibility. And that is built into the cost. There is a much more simple notification process that xMatters is also capable of delivering, however the cost structure is not yet there if that is all you are interested in. It seems xMatters is aware of this, and is gradually changing their cost structure to allow their customers to achieve the best of both worlds. I look forward to that continued evolution.

I manage a Service Desk supporting a large retail corporation. xMatters automates our on-call escalation process used to notify an individual team of an issue or to pull together multiple support teams into a single conference bridge. It allows us to get the right people on the phone right away and allows our support partners to control how they receive the notification (text, email, phone call, push notification). I couldn't imagine managing major incidents without it.

Features and capability. It's extremely flexible as we have full control over the communication plans. It's really a development toolkit that you don't need to be a programmer to understand.

It's expensive. And since it's so flexible, it means it can also be a bit complex to learn initially.

We have now been using xMatters for 9 months and have been impressed with both its functionality and its flexibility. The team that helped us to set up the system have been helpful, knowledgeable and responsive. The system has allowed us to create a number of pre-filled scenarios to send urgent comms to a wide variety of user groups and to easily set up holiday rotas. The one area which didn't work well was the phone alerts where the combination of American and English 'voices' gave a disjointed feel to the message. Overall I really like the system and would recommend others to consider using it.

Easy to add users, devices and manage groups Flexibility to create scenarios Android app

xMatters has made contacting on-call personnel a much easier process. Our company would use excel sheets for each department who had people on call. There was room for user error from not updating the excel sheet on the manager side to no reading the right phone number on the user side. With xMatters it take the hunting for the right team and number out of the equation. The users are able to search for the team they need and can easily message them using the built in messaging feature. Also, having on call individuals being able to immediately join bridges is a huge advantage. xMatters will continue to benefit out company in more ways when we integrate with ServiceNow.

It's very easy to use. Easy to explain to end users and show them how to navigate around their user profile.

xMatters doesn't have the ability to make large changes to users or groups. An example would be if a new manager has been hired, to change the on call groups he manages I will need to click and load each group. There isn't an option to open in new window either. Or if a new manager takes over a group, I will need to go to each individual to change their supervisor to the new manager. Some managers can have 50+ individuals that report to them.

Awesome tool to keep management informed and help your business stay afloat Before and After - should a disastrous events occur.

Plenty of tools and resources to educate yourself.

Too much information that doesnt pertain to all.

We love doing business with xMatters and our experience has been nothing but Grrrreeaat! xMatters has proven to be a key component of our automated incident and notification system.

Great product, however, I think it is best used with people who have more IT and support skills, compared to those who are just starting out.

Super easy to use, and the customer service team is on it when you need help troubleshooting an issue. You don't even have to be very good at IT and can initiate the need for support, which greatly helps clients. It's easy to use, and makes scheduling a dream.

It's quite pricey, especially for a small business. We ultimately decided not to use it, because it was so flexible. It made it a bit hard to use and confusing at times, especially for those who do not have the best background in IT.

I strongly recommend this tool if you want to avoid all hurdles in your day to day support activities .

Easy to manage

Search options can be further improved

Excellent tool by its functionality and its flexibility. Save time and money to find a right resource to resolve an issue. I really like the system and would recommend others to consider using it.

Easy to use. Manage people, groups, and mail notifications. Mobile app is supported

No found any cons at this time

I just wanted to say few things that it is one of the reliable tools for notification and one of the best functionality is that you can customize your notification according to your needs, your time frame. Best technical support I have ever worked with.

you can customize your notification according to your needs, your time frame.

Digging for logs for any issues :(

easy to use, does what is says and is fool proof. what more could you want. support is out standing and the folks are great to work with.

works well, not buggy

cost

Ever since I started using the xMatters system I have not made any issue. I am working on the NOC and its very critical to have an up and running system of notifying management.

As this is SaaS based, it was very easy to get setup. The mobile app is easy to install and use and works well. The product has good logging which has been useful when people indicate they didn't get notified, and we are able to identify the cause (e.g. they are setup for email only and wonder why they didn't get a call). As a standalone product, this is good. Integrations have been somewhat challenging and professional services disappointing in the time required to get things done.

Being SaaS-based, setup and maintenance of the product itself are effortless. This also provides availability regardless of the outages in your environment-a big plus.

Integrations and professional services

We use AppDynamics for our business, and we have found that troubleshooting has never been easier. Excited to see what happens in the years to come, but it's already so mature for what you get. Highly recommend.

Ease of use, intuitive, full featured, great support staff, easy to administer

Great tool for on-call support and Service.

1.Easy to use 2.Very user friendly 3.Notifications are great 4. Very simple to use, efficient and effective tool 5.Very good customer support 6.Stable and robust tool

1.Cost of xMatters tool license 2.User can't see all older schedules 3.Active directory authentication is not good 4.Search options and filters are not thumbs up

We use Xmatters at our company for our ERT and SEMT notification. Xmatters is capable of supporting emergency mass notification to all site employees at the click of a button. I like the tracking feature where you can view live reports to know who and when your audience receives these communications. The conference Bridge (dedicated conference line) is another great feature and can be included in your message; stakeholders can be connected to the call with minimal keystrokes. Customer support is a real plus and they guide you through the design and customization for your individual needs. Custom templates make this a very user-friendly application that is easy to use by your stakeholders. Another plus is that you can send and monitor messages from either your laptop or your smartphone.

Easy to use would recommend

Easy to create groups for alerting for on call purpose

Setimes it rotates main on call person after each alert