Who Uses This Software?

Various IT teams of any size. DevOps, IT Ops, NOC, support, engineering, service desk, major incident management, and system admins -- from small startups to large enterprises, we've got you covered!

Average Ratings

135 reviews
  • Overall 4.5 / 5
  • Ease of Use 4.5 / 5
  • Customer Service 4.7 / 5
  • Features 4.4 / 5
  • Value for Money 4.3 / 5

Product Details

  • Starting Price US$16.00/month
  • Free Version Yes
  • Free Trial Yes, get a free trial
  • Deployment Cloud, SaaS, Web
    Mobile - iOS Native
    Mobile - Android Native
  • Training In Person
    Live Online
    Webinars
    Documentation
  • Support 24/7 (Live Rep)
    Business Hours
    Online

Vendor Details

  • xMatters
  • http://www.xmatters.com
  • Founded 2000

About xMatters

"xMatters is an incident management platform that helps enterprises prevent, manage, and resolve IT incidents. From the Global 2000 to small workgroups and innovative DevOps teams, organizations around the world rely on the xMatters digital service availability platform to solve technology issues before they become business problems.

The xMatters integration platform allows organizations to automate key processes with the tools they already use like ServiceNow, Splunk, Jira, and Slack.

xMatters Features

  • Capacity Monitoring
  • Compliance Management
  • Event Logs
  • Hardware Inventory
  • IT Budgeting
  • License Management
  • Patch Management
  • Remote Access
  • Scheduling
  • Software Inventory
  • User Activity Monitoring
  • Audit Trail
  • Corrective Actions (CAPA)
  • Disaster Recovery
  • Incident Reporting
  • OSHA Compliance
  • Root-Cause Diagnosis
  • Safety Management
  • Task Management
  • Ticket Management
  • Alerts/Notifications
  • Availability Testing
  • Event Logs
  • FTP Monitoring
  • Mail Server Monitoring
  • Maintenance Scheduling
  • Performance Metrics
  • Real Time Monitoring
  • Transaction Monitoring
  • Uptime Reporting

xMatters Most Helpful Reviews

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

Reviewed on 10/01/2017
Lee T.
Senior Application Engineer
Information Technology & Services, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source 
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: 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.

Vendor Response

by xMatters on 17/02/2017

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.

Bridge Call process has been the major impoact

Reviewed on 10/01/2017
Cliff P.
Administrator, Service Desk
Retail, 5,001-10,000 Employees
Used the Software for: 1+ year
Reviewer Source 
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: 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

by xMatters on 17/02/2017

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.

Excellent level of Customer Service

Reviewed on 20/01/2017
Burdell C.
Data Administrator
Aviation & Aerospace, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source 
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: 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.

Vendor Response

by xMatters on 20/02/2017

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.

Awesome Tool for notification

Reviewed on 11/01/2017
Arunkumar C.
Lead Administrator
Computer Software, 10,001+ Employees
Used the Software for: 2+ years
Reviewer Source 
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: 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

by xMatters on 17/02/2017

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.

Get the right Support personnel involved, Right Now!

Reviewed on 11/01/2017
Dave F.
Supervisor, IT Operations
Retail, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source 
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend:
Not Likely Extremely Likely

Comments: 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.

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

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

Vendor Response

by xMatters on 17/02/2017

Hi Dave. 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 in it we will have even more improvements to our integration capabilities which will allow you to integrate more easily with tools in your organization. If you run into challenges during your upgrade, please reach out to our support team and they will be happy to assist.

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