xMatters excels in coordinating quick responses to technical issues and maintaining communication between different groups during critical situations. I appreciate how it automates incident notifications, manages system performance, and improves collaboration during crises. The automation is a huge advantage, as it reduces the manual workload. The analytics and reports it provides are extremely useful for evaluating performance and improving our operational practices. I value the integration, which ensures our technological infrastructure works in a synchronized manner. Implementing xMatters was easy and largely a positive process. Review collected by and hosted on G2.com.

I would like to see improvements in the documentation and configuration support, as a more guided experience would benefit new users during implementation. It would facilitate navigation and quick access. Review collected by and hosted on G2.com.

I appreciate xMatters for its smart alerts, which notify the right people based on context when a service fails. I like the real-time visibility it offers, allowing me to see who's assigned and monitor the severity of incidents. It's excellent that xMatters reduces resolution time by preventing work duplication and ensuring actions aren't counterproductive. Additionally, it's been great at fixing issues we've had in the past with transaction loss, where we used to only find out through managers' complaints. xMatters has truly improved that aspect for us. Review collected by and hosted on G2.com.

What I would like them to improve a little is the interface, it seems to have too many options scattered all over the place and sometimes I get lost in the control panel. The initial setup was also a bit complicated. Review collected by and hosted on G2.com.

I like xMatters for its intuitive user interface, which makes it easy for team members who may not be tech-savvy to navigate. The visual task management is great for giving me a comprehensive overview of operations and allows me to quickly access the status of various incidents. I also appreciate the customization options that let us tailor the platform to meet our specific needs. Additionally, the support team provided excellent guidance, making the implementation very easy. Review collected by and hosted on G2.com.

I find that xMatters could improve its integration capabilities with some of the legacy systems we use. While it's performing well with modern tools, having more robust integration options with older systems would make our workflows smoother. Review collected by and hosted on G2.com.

I really like the flow designer as i am able to visually design my alerts as they fire off from point a to point b. The best part is i don’t have to write any code as this allows me to create escalation logic for teams. It’s pretty noisy in here today, but i’m working hard to finish this. The multi-channel notification side works exactly how it should work as if someone doesn’t acknowledge an alert via page, they will receive a voice call and then SMS etc. Until someone responds. This is very helpful as i am able to create escalation logic for teams that are on rotation without having to watch over the alerts in real time. Review collected by and hosted on G2.com.

While reporting is available within xMatters, i believe the amount of detail required to get the data we want is subpar given the pricing model. And although the mobile app works, it feels like a downscaled after-thought compared to the web interface and when you’re the only person on-call it makes a difference. Also creating communication plans with multiple groups & conditions gets complicated fast & unfortunately there is little guidance from the product to help you through the process. Review collected by and hosted on G2.com.

I enjoy organization and strategic planning because they help me strengthen collaboration and communication within the team. I also like the challenge of solving problems and coming up with innovative solutions that streamline workflows and optimize processes. Review collected by and hosted on G2.com.

What I haven’t liked so far is the lack of clear communication. The ambiguity around expectations can easily lead to confusion and, in turn, cause project delays. Review collected by and hosted on G2.com.

xMatters' main function is sending alerts and it does send them and that may seem easy enough. I get paged immediately as soon as I need to take care of something. I can address it right from my phone when I am away from my workstation like while waiting on a bus. The connections to all of our other tool sets (Slack, Monitoring Platforms, Ticketing Systems) means that I am not having to bounce around between 5 different applications during an incident. Once we set-up routing rules within xMatters they really do save us a significant amount of time. Review collected by and hosted on G2.com.

Getting everything set-up for how we use it is ridiculously time consuming. While the Workflow Builder has tremendous capability, it is not intuitive, so the first few times through will likely result in clicking through a number of incorrect screens until you find what you need. There are some of the notification settings that appear to be somewhat hidden. As well, I also consider their Pricing Structure to be a minor complaint however difficult to explain, the cost jump between tiers for what seems like included functionality is not justified. Review collected by and hosted on G2.com.

I like xMatters because defining alerts is simple, which makes it invaluable for both me and my team. It works especially well for our component validation tests, since it lets us set up a workflow where critical alerts are routed directly to my team, while medium-severity alerts are sent out via Slack. Review collected by and hosted on G2.com.

The documentation is extensive, but it can be very generic at times, and it needs improvement. I also spent hours trying to debug an issue where a flow wasn’t executing as expected. Review collected by and hosted on G2.com.

The alert routing is actually important and xMatters gets this part correct instead of sending 100 notifications to your whole team it figures out who needs to know and sends them a notification which sounds simple but most tools get this wrong. The integrations are broad enough that we were able to plug in xMatters into most of our existing stack without much lift and also when an incident fires up the right person gets pagged they acknowledge it and done. Review collected by and hosted on G2.com.

xMatters pricing scales fast if your a smaller team it starts feeling hard to justify compared to cheaper alternatives that will do 70 percent of the same thing. Also sometimes i’m not always clear on my consumption model like what exactly am i being charged for at this exact moment its hard to tell and also first time setting up complex on call schedules takes longer than it should. Review collected by and hosted on G2.com.

I really like the escalation feature in xMatters. It's something I trust a lot because if the primary on-call engineer doesn't acknowledge the alert within five minutes, the system automatically escalates it to a secondary engineer and then to the team lead. Since we activated this feature, our average response time has dropped from around eighteen minutes to under four minutes. I also appreciate how xMatters integrates directly with our monitoring tools; it automatically triggers alerts from our monitoring system without anyone having to manually create a ticket first. This cuts down on delays during incidents. Additionally, the mobile app holds up well, sending push notifications, phone calls, and texts to engineers based on the severity of alerts. We've been using it for six months, and it hasn't failed us or caused any mismatches. Review collected by and hosted on G2.com.

Building and editing the on-call schedule is more complicated than it needs to be. Rotating schedules around holidays or one-off coverage changes take several clicks through nested menus. New team leads usually need a walkthrough before they can do it confidently. A simpler drag-and-drop calendar view for adjusting rotation would fix this and cut down the learning curve. Review collected by and hosted on G2.com.

The on call scheduling calendar is automatically updated in real time with our on call rotations. Alerts are routed to the appropriate engineer for infrastructure alerts and do not alert team members who are not working. We're grateful for the customizable mobile application signal override that weaves through standard phone silencing rules when severe issues happen during major operations. Review collected by and hosted on G2.com.

When creating notification trees for cloud operations that involve multiple steps, the workflow builder canvas is not responsive enough. Too many manual forms are submitted in the administrative portal to change group communication escalation paths. Review collected by and hosted on G2.com.