xMatters Pricing Plan & Cost Guide

xMatters

Actionable IT alerting platform for enterprises

4.53/5 (134 reviews)

xMatters Pricing

Starting from: $16.00/month

Pricing model: Free, Subscription

Free Trial: Available (No Credit Card required)

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

Free Trial

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xMatters Pricing Reviews

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.Christina M.Read the full review
  • Having the ability to instantly contact available volunteers to resolve incoming rescues, has helped us to significantly improve our service to animals and the community.Kyla S.Read the full review
  • The ability to just have users locate their xmatters notification email and then join the bridge off of that is great.Samantha H.Read the full review
Cons
  • Licensing can be somewhat costly and confusing, depending upon your needs.Steve W.Read the full review
  • Integrations have been somewhat challenging and professional services disappointing in the time required to get things done.Ken W.Read the full review
  • 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.Tom W.Read the full review
99%
recommended this to a friend or a colleague

17 reviewers had the following to say about xMatters's pricing:

Anonymous

XMatters helps us with the things that matter

Used occasionally for 1-2 years
Reviewed 2018-12-19
Review Source: Capterra

Overall the product has functioned as expected. We mainly use it to alert and notify our sales reps during market event of appointments.

Pros
Easy to use Configuration and setup was pretty simple Effective

Cons
My biggest complaint is in pricing. I feel like the product is good but not superior to its competitors at the price we pay.

Rating breakdown

Ease of use
Features

Likelihood to recommend: 8/10

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Reid Rust

No doubts here.

Used daily for 1-2 years
Reviewed 2017-01-17
Review Source: Capterra

We use xMatters for manual and automated notifications. The application and APIs are easy to use, portable, available on multiple platforms with all the necessary options for security and auditing. I rated value for the money four stars only because some of our users receive very few alerts but the licenses are based on based on the level of response needed and not on overall usage. Even so, the license costs are reasonable and we are definitely getting the value needed. From a support standpoint, xMatters is a highly available application with very good notifications regarding maintenance, feature enhancements, etc. The support staff is top notch.

Pros
Ease of setup/use. Ability to integrate into other applications.

Cons
Cost. (Shouldn't everything be free?)

Response from xMatters


Hi Reid. 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 which will make it even easier to integrate with tools in our environment.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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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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Brian Adam

xMatters is great for incident management

Used daily for 1-2 years
Reviewed 2017-01-19
Review Source: Capterra

The product was easy to setup, the engagement team help us to integrate two of our apps. The system works very well for our needs. Support is excellent, they jump on to issues raised in minutes if not seconds. The system is very reliable. My only wish is for better guidance and help in setting up some of the integrated products to do more than what is out of the box for those products.

Pros
Stability, out of the box value.

Cons
lack of help for doing new things with integrated products, but that's not expected.

Response from xMatters


Hi Brian. 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 which will make it even easier to integrate with tools in your organization. If you have specific feedback on how we can improve our documentation, please let your CSM know and we will work with our Product Communications team.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Jeffrey Foster

top shelf software

Used daily for 2+ years
Reviewed 2017-01-11
Review Source: Capterra

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.

Pros
works well, not buggy

Cons
cost

Response from xMatters


Hi Jeffrey. 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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Tamra VOn Strodt

Great Customer Service!

Reviewed 2017-02-10
Review Source: Capterra

xMatters has amazing customer service! Whenever we have an issue they are right there to fix it and work with us and around our schedules. They have made good upgrades to the system to help fit our needs and hopefully benefit their other users. They are fairly priced and make the system very user friendly that training takes almost no time at all.

Response from xMatters


Hi Tamra. 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 and new mobile features.

Rating breakdown

Value for money
Ease of use
Features
Customer support

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Paul Hailey

Fantastic service!

Used monthly for 2+ years
Reviewed 2017-01-27
Review Source: Capterra

xMatters provides a hugely valuable and appreciated service to the client business when managing critical communications to senior stakeholders.

Pros
Ease to work with client management and development teams. Software functionality is not heavily used for my customer but what is, is seen of great value to the client business.

Cons
n/a

Response from xMatters


Hi Paul. 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 and new mobile features.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Robert Grogan

Great Customer Support -I really like the cloud version for it's up time and availability.

Used daily for 2+ years
Reviewed 2017-07-11
Review Source: Capterra

Reliability of notifications. Cloud version - all upgrades are handled by xmatters.

Pros
Notifications are 100% delivered Ability to format notifications with company skin Very powerful call schedule rotations

Cons
Cost per license and support Cannot view call schedules in the past. Direct AD authentication is not available.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Swetha Devaki

Life saver tool

Reviewed 2017-02-16
Review Source: Capterra

Very user friendly and easy to manage the tool , its a value of money which will help in reducing a lot of manual work we do in day to day activities.

Response from xMatters


Hi Swetha. 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

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Adam Zollars

Couldn't run a support team without it

Used daily for 1-2 years
Reviewed 2017-01-09
Review Source: Capterra

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.

Pros
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.

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

Response from xMatters


Hi Adam. 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: 10/10

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Patricia Nichols

Very Functional

Used daily for 2+ years
Reviewed 2017-01-23
Review Source: Capterra

xMatters is a very robust product and easy to use. It provides me with a tool that gives me the needed automation in order to save cost for call outs.

Pros
integration with ServiceNow is a Plus

Cons
not having the configuration capability to configure my integration to eliminate retired or inactive users or groups.

Response from xMatters


Hi Patricia. 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 and new mobile features.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Ganachari Jayanth

Great tool for on-call support and conference call trouble shoot.

Used daily for 6-12 months
Reviewed 2018-05-31
Review Source: Capterra

Great tool for on-call support and Service.

Pros
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

Cons
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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 8/10

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vijay kakadiya

Good tool for oncall support

Used occasionally for free trial
Reviewed 2018-12-06
Review Source: Capterra

It was a really good tool for collaborating people on the bridge in event of the crisis. Also, automatic alert notification delivery based on the schedule is a nice and very useful feature for any organization.

Pros
One of the easy tool to use for the notification system. It does alert notifications flawlessly. Also feature to invite multiple people to the bridge is very good. Whether you want to call them automatically or manually it is a nice feature. Learning this tools is not that hard. It has most of the features that it's competitor provides.

Cons
Cost compare to the competitor was high. Especially when active users on the system is large. Reporting can be improved a bit. The Mobile app doesn't have all features that Web UI provides.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 7/10

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Steve Williams

Ever expanding features, great customer support

Used daily for 6-12 months
Reviewed 2017-01-19
Review Source: Capterra

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.

Response from xMatters


Hi Steve. 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. 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: 10/10

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Richard Haylor

Rick's review

Reviewed 2017-01-13
Review Source: Capterra

Love the product hate the cost. Takes some time to get familiar with how to setup groups and schedules but once you have it down its set and forget. The reporting needs a lot of help sadly and being on their cloud not having logs hurts as well. Needing to trend data that only goes back 30 days and no API to extract the data is not beneficial.

Response from xMatters


Hi Richard. Thanks very much for leaving an xMatters review on Capterra. We are always looking at ways to improve our product and your feedback on reporting is important. We will be sharing this internally. Our next quarterly release is coming soon and we look forward to sharing details on new enhancements.

Rating breakdown

Value for money
Ease of use
Features
Customer support

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Mark Rabe

Unimpressed

Used monthly for 2+ years
Reviewed 2017-01-19
Review Source: Capterra

I have no comment as to Support or Value, I am only a user. My Sys admin uses support, and I don't know what was paid for the product. As a user, I find the interface to be extremely confusing, even frustration. Even after I've figured out how to do something, next time I need to do it, I have to re-figure out how. Not intuitive. Also, the process to replace a person in rotation (say for a short vacation) is unnecessarily complicated.

Pros
In the end, it meets our need, but could be much better.

Cons
See previous comment

Response from xMatters


Hi Mark. Thank you for taking the time to leave a review for xMatters. Reviews help us evaluate our products and performance. We are always looking at ways to improve our user interface to make it even more intuitive and easier for our end-users. We have a number of new features coming in the next release that should help address some of your challenges. If you have additional feedback, please contact your CSM and they will be happy to assist you.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 2/10

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Tom Wheatcroft

Polished product (xMatters on Demand after 2.5 years use)

Reviewed 2017-01-11
Review Source: Capterra

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.

Response from xMatters


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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

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