xMatters Pricing, Features, Reviews & Comparison of Alternatives

xMatters

Actionable IT alerting platform for enterprises

4.53/5 (134 reviews)

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.
www.xmatters.com

Pricing

Starting from
$16/month
Pricing options
Free
Subscription
Free trial
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada, United Kingdom, Australia, China and 5 other markets, India, Japan, Germany, Brazil, Mexico

Supported languages

English, Chinese (Simplified), Chinese (Traditional), French, German and 6 other languages, Italian, Japanese, Korean, Portuguese, Russian, Spanish
xMatters screenshot: Automated & flexible communicationxMatters Overview VideoxMatters screenshot: Align resourcesxMatters screenshot: On-call schedulingxMatters screenshot: Collaborate across teamsxMatters screenshot: Customized views

xMatters reviews

Value for money
Features
Ease of use
Customer support
  4.3
  4.4
  4.5
  4.7
Krishna Chakka

xMatters for alerting

Used daily for 1-2 years
Reviewed 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
Features
Customer support

Likelihood to recommend: 8/10

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Lee Thorneycroft

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

Used daily for 2+ years
Reviewed 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
Features
Customer support

Likelihood to recommend: 9/10

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Aaron Anderson

xMatters is great!

Used daily for 1-2 years
Reviewed 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
Features
Customer support

Likelihood to recommend: 9/10

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Burdell Collins

Excellent level of Customer Service

Used daily for 2+ years
Reviewed 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
Features
Customer support

Likelihood to recommend: 8/10

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Christina Marckini

xMatters Review

Used daily for 2+ years
Reviewed 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
Features
Customer support

Likelihood to recommend: 7/10

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xMatters pricing

Starting from
$16/month
Pricing options
Free
Subscription
Free trial
View Pricing Plans

IT Management Pricing:

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

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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

API
Access Control
Activity Dashboard
Activity Tracking
Alerts / Escalation
Auditing
Automatic Notifications
Collaboration Tools
Compliance Management
Data Import/Export
Drag & Drop Interface
Reporting & Statistics
Role-Based Permissions
Third Party Integration
Workflow Management

Data Visualization (110 other apps)
Monitoring (262 other apps)
Real Time Data (106 other apps)
Real Time Monitoring (139 other apps)
Search Functionality (101 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for xMatters

Key features of xMatters

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

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.