xMatters Reviews & Product Details

Mainly, the routing logic makes this better than anything else we’ve used. The right person will get called at the right time, and you can create these types of flows without having to walk anyone through each step of the process. Our integration with our monitoring stack was less painful than I thought it would be. xMattters simply pulls in events and sends them off to where they need to go. Since we switched to relying on automated systems to determine which people to call instead of relying on people to decide this for themselves, our MTTR (Mean Time To Resolve) has gone down dramatically. We find managing on-call schedules simple enough as well, although our last system made this a major headache. Review collected by and hosted on G2.com.

Once you start creating complex work-flows, the flow designer can quickly become confusing and difficult to follow, it isn’t always clear where things are happening in relation to other things. The documentation is hit and miss; while setting up we had a couple of steps that seemed to have been written for a previous version of the software, so I ended up opening a ticket that I probably didn’t need to. As I’m sitting here on the couch after a long day, I am still thinking about the notification logs view, they seem to be much more difficult to navigate then they should be. We also found the pricing scale to be a little disheartening when we were looking to add additional personnel to the team. Review collected by and hosted on G2.com.

Queue configuration works very good. I use SLA tracking almost daily for our SOC tickets and it has never failed me. The drag and drop reassignment of tickets during incident responses saves me probably two or three hours a week, depending on the number of tickets being worked, which is a savings that adds up. Having the ability to integrate with slack allows me to stay focused on working the incident without having to constantly switch between tabs to look at the status of the alert. Review collected by and hosted on G2.com.

Reporting is terrible when you want to create your own security metrics. Getting SLA breach data means you will be using additional filters, exporting the data and taking additional time and approximately an hour a week, which is frustrating, just to complete my weekly compliance reporting. The mobile interface is basically unusable while attending stand up meetings and I am squinting at the screen trying to locate what I need, while waiting for the bus. Review collected by and hosted on G2.com.

I love xMatters because it's very reliable and fast, making it extremely accurate. It helps our team quickly find the root cause and fix issues, allowing us to avoid incidents. This reliability and speed are crucial in production, as xMatters informs us quickly about critical incidents so we can fix them before our end customers are affected. We use it for everything related to incident, issues, and alerting, which gives us the flexibility and ability to respond quickly to issues. Review collected by and hosted on G2.com.

The UI is a bit complex, with too many options and configurations that require proper training. Review collected by and hosted on G2.com.

The greatest benefit of xMatters to me is its ability to add order to our incident response process. My place of work in the field of IT operations works with an online retail company and we use it on a daily basis when there is a breakdown. On call schedules and escalation paths features are highly prevalent on the platform, which makes responsibility clear. As we utilize it at a rate of high frequency, the team reacts quicker and avoids the one in which a number of individuals can respond yet allow others to assume they have responded. Review collected by and hosted on G2.com.

The weakness that I have identified with xMatters is associated with team rotations. There are also frequent changes in schedules of our operations group and to maintain those updates within the system there is a need to observe it. The features linked to the escalation paths are many, and, thus, even basic changes could imply a few steps. Review collected by and hosted on G2.com.

The notifications and escalation features are extremely useful. In a business-critical environment, they make sure that important events are addressed quickly and escalated when necessary. The system is very reliable, and the advance notifications about on-call schedules help avoid unexpected issues. It is also easy to integrate with our alerting agents. The mobile app can be configured so that alerts are not missed even if 'do not disturb' is enabled, but it also prevents overload if the IT system generates a large number of alerts. As a team that prioritizes security, we find that it fully meets our requirements for secure responses. Review collected by and hosted on G2.com.

The scheduling interface can be a bit confusing initially when setting up on-call shifts, as it isn't very intuitive. Review collected by and hosted on G2.com.

The most notable thing in the xMatters is the command it has on the consistency of the communication. The features included to support the use of multiple channel notification also make sure that no one can say that he or she did not know that something was happening. I use it so often and that is why we are ready to react. The implementation allowed us to normalize the way we escalate incidents between departments and this caused less stress and expectation during releases of production. Review collected by and hosted on G2.com.

I do not like the fact that management of schedules between various teams can be time consuming with xMatters. Although the number of features is high, manual rotation needs to be updated with care. The frequency of use implies that schedule mistakes are revealed very fast, and alerts may be sent to the wrong recipient. This is frustrating during peak times and makes us check on assignments a couple of times more than we would like. Review collected by and hosted on G2.com.

What I like most about xMatters is the visibility that it provides regarding the people working on the issues. The site is linked to our cooperation systems and IT observation tools, therefore, each alert has a distinct owner. This can be used in our team to minimize confusion in service disruption. Its time scheduling and escalation functions help in supporting day to day operations, and high frequency usage makes sure that no critical incident is missed. It has ensured that the management of the IT emergencies has become more systematic and dependable. Review collected by and hosted on G2.com.

The initial challenge is developing notification workflows. It was time and testing to get it right in terms of establishing escalation paths and user schedules. As it is so important to us, any small errors in setting up can affect the delivery of alerts in the short term. Characteristics are high but the depth may be technical to the new team members. It makes the early adoption slow, but it does not impede the effectiveness in the long run. Review collected by and hosted on G2.com.

The best thing about xMatters is that it structures urgent communication in a manner that ensures that nothing slips through the cracks. I am able to use it on a daily basis to handle incident alerts, and such capabilities as automated escalation paths and group notifications guarantee that every team member is aware of their role in case of a serious situation. The system also ensures that everybody is on track and eliminates confusion, and high-pressure responses are less stressful and chaotic. Review collected by and hosted on G2.com.

The thing that I despise is the fact that notification flows may take time to set up or modify. In case of the change of teams or responsibilities, it is necessary to revise the escalation paths with additional attention. This has sometimes sluggled the responses of incident and placed manual effort on the managers to have the alerts delivered to the appropriate individuals, which may cause stress in the busy times. Review collected by and hosted on G2.com.

I appreciate how xMatters has significantly streamlined our on-call management by automating rotations, especially during holiday periods. This automation ensures that our team can efficiently handle the requirements without constant manual oversight, which is crucial during times when human resources might be limited. Additionally, xMatters excels in transforming email notifications that might have been overlooked into actionable alerts, ensuring nothing critical slips through the cracks. The onboarding process facilitated through professional services was remarkably smooth, enabling us to onboard over 300 personnel within just a few months, a testament to its efficiency and user-friendliness. I find the analytics features of xMatters incredibly valuable, particularly in providing insights into our metrics such as mean time to respond (MTTR). These insights allow our on-call responders to refine their response strategies and find areas where automation could be beneficial—ultimately enhancing our efficiency. The overall setup of xMatters was relatively easy, especially with the support of professional services, which ensured a seamless transition to using the software's robust capabilities. Review collected by and hosted on G2.com.

I find that xMatters lacks robust integration with various monitoring tools like LogicMonitor and other applications. Instead of having ready-to-use API tools, we had to rely on professional services to develop custom integrations. Ideally, an AI bot similar to Airtable or Copilot should be available to help us build our own workflows without needing to learn JavaScript. Review collected by and hosted on G2.com.

I like xMatters as it enhances continuity of operations owing to the fact that it provides speedy resolution to issues. In our IT and e-commerce business, all alerts are automatically sent to the corresponding engineer on call on the right thus minimizing the downtime. The fact that we use it every day has enhanced coordination and the variety of features to do automated scheduling and escalation assists us to cover teams effectively. Review collected by and hosted on G2.com.

I do not like the fact that establishing elaborate escalation avenues between teams and shifts requires work. During the rollout phase, we were required to schedule to make sure that no notifications were missed. The platform is utilized on an ongoing basis, thus, any small mistakes during setups may affect incident response. The reporting is not that advanced, and thus, the production of the depth of insights into previous incidents needs additional efforts. Review collected by and hosted on G2.com.