You can create your rotations, determine how you escalate issues and at 2 am xmatters will simply handle whatever is broken and it will contact the proper person and even if they don’t acknowledge the issue, it will move to the next level automatically without me needing to intervene. The Multi-Channel Alerting is good too and we use; SMS, Voice Calls, Email & Push Alerts and we have personnel that only receive messages via phone call. And since there isn’t much special configuration needed, X-Matters covers all of those bases. Review collected by and hosted on G2.com.

The Learning Curve of configuring anything beyond a standard rotation is very steep. For example, if your schedules are a little off the norm (various hours of coverage, split shifts, etc.), you’ll spend a lot of time in the configuration area trying to figure out why it isn’t doing what you wanted. Also the User Interface (UI) of X-Matters appears to be continually improving. However it still seems less than polished compared to what you’re spending money for. Some individuals cannot be reached by other means and that should not cost more money. 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.

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.

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.

What I really like about xMatters is the AI-powered incident intelligence that surfaces context at the start of an incident. That's the feature that has had the most impact on our resolution times. When an alert triggers, the platform doesn't just tell us something is wrong, it pulls in related signals from across our tool chains and services and tells us what it thinks is the underlying cause based on patterns it has seen before. Our engineers start working with context rather than starting from scratch, and that difference shows up clearly in our meantime to resolve numbers over the past six months. I think we've saved more than three hours a day to find the root cause of the issue that triggered the alert. Responders can choose how they receive that context, some get it on the UI interface and some get it from SMS or push notifications. It has really changed how our team performs, because the information is much faster and the AI analyzes the incident beforehand and tries to find the root cause before we even move, so it's really helpful to find the root cause and make the fixing as quick as possible. I also like that it logs every notification, every enrichment, and every escalation automatically so the audit trail is already there when someone asks for it. Audit preparation that used to take days now takes hours, and the quality of the evidence is better. Basic on-call scheduling and connecting the first integration is manageable, and most engineers get there without much hand holding. Review collected by and hosted on G2.com.

{"Some of thing that I think they can improve is with compliance reporting in xMatters. That remains the weakest area of the platform. Getting SAA, burst data into a format usable for weekly Internet reporting requires exporting, applying additional filter in a separate tools and assembling everything before it is presentable.","The flow designer for building automated multistep workflow has a real learning curve. A number of configuration option means the first few workflow takes longer to get right than I expected. When building a production grid incident response setup I had to plan for two to through testing before go live."} Review collected by and hosted on G2.com.

I really like how xMatters makes responding to operational hiccups faster by ensuring the right people are alerted in good time, cutting down on wasted minutes and avoidable mistakes. The automatic escalations are a major win, allowing my team to react quickly without needing to manually decide who steps in next. This automation brings a lot of order to what could easily be chaotic situations. I appreciate how xMatters integrates with my existing scheduling and tracking tools, so alerts fire off as soon as something's amiss, saving me from having to notice issues myself. The ability to tweak notifications based on which drivers are available has made my job significantly easier, and I can't imagine coordinating operations efficiently without it now. Review collected by and hosted on G2.com.

My main gripe is that the initial setup is fairly involved. Reworking alert rules or integrations isn't always intuitive, and pulling detailed reports can be a puzzle, which has occasionally held things up when I needed to make a quick change mid-operation. The reporting limitations are the bigger drawback, since it's harder than it should be to spot recurring problems or patterns, which makes it tougher for my team to learn from past situations and head them off next time. Review collected by and hosted on G2.com.

I like the solid on-call scheduling. I have my on-call rotation setup and then I connect Slack, SMS or Call to the system. It does all of the work. Right now I am laying on the couch and I don’t even need to get off the couch to see who is currently on-call. The biggest strength of xMatters is integration. They support JIRA, Datadog, Zendesk, etc. They seem to connect to all of the other systems you use. Escalation logic is important. If someone doesn’t acknowledge being called, xMatters will escalate the call to their manager. Review collected by and hosted on G2.com.

The worst part about xMatters’ User Interface (UI) is that it’s bad. There are several small cosmetic issues with the on-call calendar as well. Users are difficult to quickly identify by looking at them. These were complaints when xMatters was first implemented and nothing has changed since then. Licensing cost is also an issue. Review collected by and hosted on G2.com.

I like xMatters for its drag and drop ticket reassignment feature during incidents, which saves a lot of time in practice. It's easy to overlook on paper, but in actual use, when an incident escalates beyond the first responder and needs to move to a specialist, the reassignment happens in seconds without anyone leaving their incident console. This process used to require someone manually updating tickets in ServiceNow and sending separate messages. Now, ownership transfer and notification happen in one action, with the new owner having the full context immediately. Review collected by and hosted on G2.com.

Things that not really clicked with us is building custom security and compliance reports. It's where the platform consistently falls short for us, getting SLA bridge data into a format usable for weekly reporting. This requires exporting raw data, applying additional filters outside the platform, and reassembling everything manually. That process takes close to an hour every week for something that should be built-in, given how much incident data xMatters already captures. That time adds up in a way that feels unnecessary. Review collected by and hosted on G2.com.