We changed our name from IT Central Station: Here's why

xMatters IT Management OverviewUNIXBusinessApplication

What is xMatters IT Management?

xMatters, an Everbridge company, is a service reliability platform that helps DevOps, SREs, and operations teams rapidly deliver products at scale by automating workflows and ensuring infrastructure and applications are always working. The xMatters code-free workflow builder, adaptive approach to incident management, and real-time performance analytics all support a single goal: deliver customer happiness.

To learn more, request a demo.

  • Reliable services, rapid innovation: Automate operations workflows, ensure applications are always working, and deliver remarkable products at scale with the xMatters service reliability platform.
  • Automate on the xMatters service reliability platform: Move faster with confidence. Our no-code and low-code integrations let you build flexible workflows to address issues proactively—even during deployments.
  • Frictionless on-call: Manage on-call seamlessly. Automatically escalate to the right people, schedule with ease, and act on detailed alerts from anywhere.
  • Adaptive Incident Management: Stay resilient in any scenario with our adaptive approach to incident management. Automate resolution, protect customers from disruptions, and learn from each event.
  • Signal Intelligence: Put situations in context and cut through the noise of multiple monitoring tools with filtering and suppression, alert correlation, enriched notifications, and routing based on role or function.
  • Actionable Analytics: Get quick insights into key metrics to understand inefficiencies, boosting collaboration and productivity across engineering and operations teams.

xMatters IT Management was previously known as xMatters.

xMatters IT Management Buyer's Guide

Download the xMatters IT Management Buyer's Guide including reviews and more. Updated: January 2022

xMatters IT Management Customers

Over 2.7 million users trust xMatters daily at successful startups and global giants including athenahealth, BMC Software, Box, Credit Suisse, Danske Bank, Experian, NVIDIA, ViaSat and Vodafone. xMatters is headquartered in San Ramon, California and has offices worldwide. 

Visit our website to see how business like yours found solutions with xMatters.

xMatters IT Management Video

Archived xMatters IT Management Reviews (more than two years old)

Filter by:
Filter Reviews
Industry
Loading...
Filter Unavailable
Company Size
Loading...
Filter Unavailable
Job Level
Loading...
Filter Unavailable
Rating
Loading...
Filter Unavailable
Considered
Loading...
Filter Unavailable
Order by:
Loading...
  • Date
  • Highest Rating
  • Lowest Rating
  • Review Length
Search:
Showingreviews based on the current filters. Reset all filters
it_user815535
Sr. Manager & Product Owner at a transportation company with 10,001+ employees
Real User
We're able to generate email, voice, and mobile push notifications, all managed from one place
Pros and Cons
  • "Through one tool, we're able to generate email notifications, voice notifications, mobile push notifications, Slack channel notifications, all managed from one place, simple and easy to use. People are able to join the conference bridge directly from the phone call by pressing one button instead of having to dial into a bridge and remember a conference code."
  • "People are able to go in and update their contact information and even set things like when they're going to be on vacation and who their backup is."
  • "Its ease of use and self-service are important to me. It's very easy for users to go in and modify their own contact information, for managers to go in and manage their own on-call rotations and shifts."
  • "We're able to point all of our alerting tools at xMatters and have it route alerts to the right people at the right time. We're able to generate major instant notifications for product outages, get all of our people on the bridge at the same time, and include information from our monitoring tools with that. So everyone is speaking the same language and seeing the same information. We're able to route those notifications not only to people, but also to other tools like Slack channels, where everyone can get in and collaborate."
  • "While the documentation is good, the knowledge base - the collection of user supported community forums - is a little weak compared to some of the other products I've used. If I have a problem that I can't find the answer to in the documentation, there are very few places to go after that, because the user base, the community forums, are not strong for me to find someone who's had the same issue as me, and find out what the answer to their problem was. That's somewhat of a weak point."

What is our primary use case?

We have two primary use cases. One is alert notification and escalation. The other is major incident notification.

How has it helped my organization?

In the past, when there was a major incident notification, which is an outage for one of our products, we had one tool that we would use for email notification to our internal stakeholders, another tool for a voice blast going out to their phones, and then another tool for a conference bridge. All of those needed to be kicked off individually and managed individually by our enterprise operations center. It was very difficult to manually maintain call lists - who was on call when - and up-to-date contact information. So, when there was an outage, we didn't have the right people on the bridge, it took forever to get people on the bridge, it took us a long time to notify people there was an issue.

By using this tool, it's a one-stop shop. Through one tool, we're able to generate email notifications, voice notifications, mobile push notifications, Slack channel notifications, all managed from one place, simple and easy to use. People are able to join the conference bridge directly from the phone call by pressing one button instead of having to dial into a bridge and remember a conference code.

Everyone's contact information is up to date, people are able to go in and update their contact information and even set things like when they're going to be on vacation and who their backup is. 

It has dramatically cut the amount of time that it takes to get people assembled during a major incident.

What is most valuable?

Its ease of use and self-service are important to me. It's very easy for users to go in and modify their own contact information, for managers to go in and manage their own on-call rotations and shifts, so that is a very valuable feature to me. 

And the ability to notify and get everybody on a conference call, rapidly, is also very important. 

It serves as our communication hub. We're able to point all of our alerting tools at xMatters and have it route alerts to the right people at the right time. We're able to generate major instant notifications for product outages, get all of our people on the bridge at the same time, and include information from our monitoring tools with that. So everyone is speaking the same language and seeing the same information.

We're able to route those notifications not only to people, but also to other tools like Slack channels, where everyone can get in and collaborate.

What needs improvement?

While the documentation is good, the knowledge base - the collection of user supported community forums - is a little weak compared to some of the other products I've used. If I have a problem that I can't find the answer to in the documentation, there are very few places to go after that, because the user base, the community forums, are not strong for me to find someone who's had the same issue as me, and find out what the answer to their problem was. That's somewhat of a weak point.

For how long have I used the solution?

Three to five years.

What do I think about the stability of the solution?

Regarding issues with stability, none that I can recall. There have been some scheduled maintenance and downtimes, of course, but we've always been told ahead of time and have been able to plan accordingly. I honestly can't recall an unscheduled outage that we've experienced with the product.

What do I think about the scalability of the solution?

In terms of scalability, there haven't really been any issues. We use the On-Demand version, which is the cloud version, not the on-prem, and we've never had any issues with the scalability.

Maybe, if there are a lot of people to be notified during a particular incident - if we're talking a couple of hundred people for instance - it takes a little while for everybody to get called, which I would expect. But I've never really thought about that as a scalability issue. In the end, everyone who needs to get notified gets notified.

How are customer service and technical support?

I've used tech support a couple of times. I have worked with support before, to change permissions and roles that we don't have permissions to change, but mainly, when I do have questions about actual solution implementation, I typically will work with our technical account manager, and reach directly out to them and not go through support. And that's been successful for us.

Which solution did I use previously and why did I switch?

We originally used a tool called AlarmPoint. We used it for about the first year and a half I was here. We were planning on punting it because it wasn't very useful, and when we contacted the team to tell them that we were going to not use their tool anymore, they said, "We're no longer AlarmPoint, we're xMatters, and the tool that you're using is years old. Why don't you see what our new tool can do?" That's actually how we were introduced to xMatters. So, we previously used an old iteration that was very outdated.

We also did use PagerDuty a little bit, which is a competitor of xMatters. And the reason we chose to go with xMatters over PagerDuty was that, while both were very good at alert notification and escalation, when we did our assessment, PagerDuty did not have the ability for the major incident notification process that we needed to implement as well. It's more just for alerting on-call people when there is an issue with the server, and not necessarily for assembling a large group of people, whether they be business, technical, management, on a bridge to actually provide information and collaborate.

How was the initial setup?

It was pretty easy. It took a little while because we have a lot of products and a lot of different teams that need to be notified for different products, and a lot of different policies. The implementation wasn't difficult, it just took time.

What's my experience with pricing, setup cost, and licensing?

I would definitely say it's worth the value. I wouldn't say it's expensive, but most people who pick xMatters are not going to select xMatters based on price. There are other lower-priced competitors that are out there. But I would say for what we're getting, it's worth the money.

Which other solutions did I evaluate?

We did evaluate PagerDuty, as I mentioned earlier. We had originally evaluated directly PagerDuty against xMatters, and we used each of the tools for about six months on a smaller scale, and ultimately we found that xMatters was going to be the right fit for us. That's when we really expanded the usage and bought a lot of licensing.

What other advice do I have?

I would say, before you begin with implementation, you should really have a good idea of what your notification standards and policies are. Completely irrespective of a tool or technology, if your process isn't rock solid, and if you haven't really thought out your process and what you're trying to achieve, it's going to make it much more difficult to try to implement the product itself.

So before you begin implementation, really plan ahead of time. Understand what it is you're trying to achieve, understand how you're going to measure the success of the project, and have all of your standards and policies laid out beforehand. It will make the implementation that much easier.

I would say it's a nine out of 10. And to bring it up to a 10, once again, if the user community knowledge base forums, were a little better, and it was easier to find answers to some very difficult questions without having to engage our technical account manager, I would give it a 10.

Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
it_user803532
Director at a retailer with 1,001-5,000 employees
Real User
Reduced the time it takes to resolve major incidents
Pros and Cons
  • "We have reduced the time it takes to resolve major incidents through xMatters’s conference bridge management solution."
  • "It helped change behavior across the organization to improve accountability."
  • "Allows us to define scenarios that notify only the necessary people when we need to open a conference bridge."
  • "Reporting is the weakest point of xMatters. Since xMatters has very limited reporting and only maintains logs of events for a short period of time, we export event and conference logs to our ITSM solution."

What is our primary use case?

  • Major Incident Management
  • Hosting conference bridge calls.
  • Managing IT Support on-call schedules.

How has it helped my organization?

We have reduced the time it takes to resolve major incidents through xMatters’s conference bridge management solution. Instead of a service desk agent sending an email or manually calling multiple resources to join a bridge, xMatters directly calls the appropriate resources simultaneously. In addition to streamlining the conference bridge process, xMatters fully logs all notifications to show who was contacted, how they were notified (phone call, text message, email, and push), and if they responded. This helped change behavior across the organization to improve accountability.

What is most valuable?

Conference bridging and on-call schedule management. xMatters allows us to define scenarios that notify only the necessary people when we need to open a conference bridge.

What needs improvement?

Reporting is the weakest point of xMatters. Since xMatters has very limited reporting and only maintains logs of events for a short period of time, we export event and conference logs to our ITSM solution, so we can maintain event history and link it to Incidents.

For how long have I used the solution?

One to three years.

What do I think about the stability of the solution?

We have had a couple occasions where xMatters was not available, but these were short events. For business continuity, we backup all users and schedules to an Excel file weekly.

What do I think about the scalability of the solution?

No. We chose xMatters over other products because we felt it could grow with our organization. We have expanded its functionality, but there are still features we plan to use later, like geographic location-based notifications.

How are customer service and technical support?

Technical support is very responsive. We have needed assistance building forms and have always received prompt and knowledgeable responses from xMatters support.

Which solution did I use previously and why did I switch?

We had no prior solution.

How was the initial setup?

Initial setup was fairly simple. The biggest challenge is that you need to define your process first, which is true of any tool (rules before tools). xMatters is a fairly open sandbox, so it can seem a little overwhelming until you start to dig into it. We started with a simple goal of hosting conference bridge calls through xMatters, then evolved it into targeted conference bridge scenarios based on the priority and system impacted.

What was our ROI?

You pay for the user, not the number of alerts. Therefore, xMatters provides a better ROI, if you can leverage it for notifications based on alerts from other monitoring tools.

What's my experience with pricing, setup cost, and licensing?

xMatters is pricey, but you have to consider what a critical incident costs your organization. xMatters shortens the time to resolution, so the amount saved in potential lost revenue and productivity has justified it for our organization.

Which other solutions did I evaluate?

We evaluated HipLink, Everbridge, and PagerDuty.

xMatters had the best interface and the most functionality.

What other advice do I have?

Consider the functionality you are looking for based on your organization’s need. Also, consider the integration options with your ticketing system and other alerting systems your organization uses. 

Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
Learn what your peers think about xMatters IT Management. Get advice and tips from experienced pros sharing their opinions. Updated: January 2022.
563,327 professionals have used our research since 2012.
User
Made it easier to implement our roster of people who receive alarms using the REST API
Pros and Cons
  • "We use xMatters for alarming infrastructure outages and failures of batch jobs (post-processing)."
  • "Made it very easy to implement our roster of people who receive alarms with the REST API."
  • "The cloud solution reduces alarming to the core, which means no need to provision your server, which is great."
  • "​The REST API is still missing some important functionality, which we require."
  • "If you are not one of the big players of their customers, the chance that one of your minor wishes will granted are very small."

What is our primary use case?

We use xMatters for alarming infrastructure outages and failures of batch jobs (post-processing).

How has it helped my organization?

  • xMatters made it easier to implement our roster of people who receive alarms using the REST API. 
  • The cloud solution reduces alarming to the core, which means no need to provision your server, which is great.

What is most valuable?

  • The REST API has given us the chance to move away from manual work to fully automated updates. 
  • The app gives way more information than a standard text message, making it more comfortable to interact with.

What needs improvement?

  • The REST API is still missing some important functionality, which we require. 
  • If you are not one of the big players of their customers, the chance that one of your minor wishes will granted are very small.

For how long have I used the solution?

One to three years.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
it_user801684
Assoc Dir. Service Management and Standards at a tech services company with 51-200 employees
Real User
It is very complex, hard to use, hard to navigate, and reschedule things. Though, the customer service is quite responsive.
Pros and Cons
  • "The UI: It is easily navigable."
  • "For our organization, sending notifications out via subscriptions for outages."
  • "The customer service is quite responsive. They are quick to answer your calls or emails."
  • "It has not improved our organization."
  • "On-call management scheduling is difficult."
  • "We would like to see the integration between our ITSM solution and xMatters."
  • "We have had outages with the product. We have experienced functionality (defects), such as conference bridges can only be opened for four hours at a time and people get kicked out."

What is our primary use case?

The tool itself works well, but when you try to apply real world use cases against it, it comes down a rating scale quite significantly (hence why it is a five out of 10). The feedback we get from our team managers to modify their schedules, it is very complex, hard to use, hard to navigate, and reschedule things. Therefore, my team ends up having to do this. From a scheduling standpoint, this is actually causing more work than what we had with Excel spreadsheets.

How has it helped my organization?

It has not improved our organization.

What is most valuable?

  • The UI: It is easily navigable.
  • For our organization, sending notifications out via subscriptions for outages.

What needs improvement?

  • On-call management scheduling is difficult. 
  • We would like to see the integration between our ITSM solution and xMatters.

For how long have I used the solution?

Three to five years.

What do I think about the stability of the solution?

We have had outages with the product. We have experienced functionality (defects), such as conference bridges can only be opened for four hours at a time and people get kicked out. That has caused some issues during some of our longer outages.

We have not contacted tech support regarding this, because usually by the time we get a chance to do it, the system is already back online. We have had some outages in the Asia Pac region. We have had only about two outages in the North America region regarding messaging. Most of the outages have been in the European or Asia Pacific region.

What do I think about the scalability of the solution?

If you are willing to pay for the licensing of it, it is able to scale out. Also, the integration that they currently have with ServiceNow is very limited.

How is customer service and technical support?

The customer service is quite responsive. They are quick to answer your calls or emails. They do provide good support. Even the customer service tech support side of things is fine.

How was the initial setup?

It was complex in that the integration was very basic in order to apply it to real world situations. It had to be significantly customized and we have three integration points right now with our one ticketing tool which only handles for incidents. It does not handle any of our other processes. It is also very complex in that xMatters does not have the ability to clone what I have built in production back to our Dev environment to do any other further testing or development of the tool. It all has to be manually created and manipulated. So, that is a huge miss.

What's my experience with pricing, setup cost, and licensing?

I do not think it is worth the value. I think it costs too much. It does not do anything significant over what some out-of-the-box functionality of the ITSM tool can do.

I would advise people to really look at their use cases to make sure that the scheduling portion of it meets their current business requirements as far as rotation goes. This tool works great if the team rotates on a perfect rotation. If it is a small team, it will rotate weekly or rotate daily. If you have any complex leave through it at all, it will not work very effectively. Then, you have to apply bushwhack-type solutions to it.

Then, in pricing, you are limited on your number of SMS messages that you can send a month and the licensing cost annually.

Which other solutions did I evaluate?

This product was already purchased by the time I came to the company. I just had to implement it. Because of budget and our mandatory upgrades in ServiceNow, we just have not had time to devote to developing the functionality within ServiceNow.

What other advice do I have?

Be very careful on what type of use cases you have. It is going to require a lot of customization in order to meet real world requirements for sending out notifications. It seems to work decent for major incidents as long as the major incidents are short and sweet. 

Again, it does require custom code to notify on subscriptions and a limitation on your subscription templates is an issue as well.

Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
it_user798234
ITSM Tools Lead at a energy/utilities company with 1,001-5,000 employees
Real User
Having our users manage their own notification devices within the tool is huge, since it takes the burden off our datacenter
Pros and Cons
  • "Support has been great. They responded very quickly to all the support cases that I have submitted.​"
  • "Having our users manage their own notification devices within xMatters is huge, since it takes the burden off our datacenter."
  • "They could make the product more customizable."

What is our primary use case?

We use this tool for our primary IT and Emergency Management notification tool. We use it to send incident notifications from ServiceNow. Our datacenter command center uses xMatters to send out outage and emergency notifications. 

How has it helped my organization?

The automation of the tool and the way it integrates with ServiceNow has improved out IT operations. Also, users can manage their own devices, which has saved our datacenter time because they do not have to manage on-call devices or rotations anymore. 

What is most valuable?

Using xMatters to notify our IT and Emergency Management partners is vital for bringing back IT services and notifying our partners about emergencies. Having our users manage their own notification devices within xMatters is huge, since it takes the burden off our datacenter. In the past, the datacenter would have to keep up all the on-call lists and rotations. Now, it is all automated in xMatters, which is a huge win. 

We have a two-way integration with ServiceNow, so incident notifications go directly to xMatters. Then, when the on-call person accepts the notification, it communicates back to ServiceNow and updates the ticket with the person who accepted the xMatters notification and puts the state to work in progress. This automation allows our datacenter to see the ticket has been accepted and is being worked. We also key our SLAs off the incident ticket being accepted and work so it keeps everything running smoothly. 

What needs improvement?

I suppose there is always room for improvement, but we have been very happy with the product. I suppose they could make the product more customizable, but they have been working on this with forms and scenarios that you can modify. We have not really taken full advantage of this new feature since we went from on-premise to the xMatters SaaS version. 

For how long have I used the solution?

More than five years.

What do I think about the stability of the solution?

We have not encountered many stability issues. There was a couple times in 2017 where notifications were delayed, but this was resolved quickly by xMatters. 

What do I think about the scalability of the solution?

No issues.

How are customer service and technical support?

Support has been great. They responded very quickly to all the support cases that I have submitted.

Which solution did I use previously and why did I switch?

No, we did not have a previous solution. We have always had xMatters and have been satisfied with the product.

How was the initial setup?

The SaaS solution was straightforward, but we did have to migrate all of our on-premise data to the cloud (xMatters helped us with this). The integration with ServiceNow required some configuration changes, but they were not too complex. 

What's my experience with pricing, setup cost, and licensing?

I do not get involved with pricing, since I am on the technical side of the tool.

Which other solutions did I evaluate?

I can’t remember if we evaluated others. It has been 16 years since we purchased xMatters.

What other advice do I have?

I would recommend them to use the SaaS solution and tie it into their ITSM tool.

Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
it_user798237
Sr. Manager Enterprise Tools
Real User
It has been easy to use and very reliable
Pros and Cons
  • "It has been easy to use and very reliable."
  • "Being SaaS-based is a plus. Regardless of the state of our network or infrastructure, xMatters will still be available via a mobile device."
  • "This has made it much easier to send notifications to a group or individual, as you just need to know the name and the message to send."
  • "​Integrations seem to be the most difficult part. Once setup though, they work well.​"
  • "Support may take longer than desired to resolve some issues."

What is our primary use case?

On-call notifications.

How has it helped my organization?

This has made it much easier to send notifications to a group or individual, as you just need to know the name and the message to send. xMatters handles the communication methods (phone numbers, preference of text, email, phone call, etc.).

What is most valuable?

One of the most valuable features is the integration with our ITSM solution. This allows P1 and P2 incidents to automatically do notifications to the group that they are assigned to. The groups can maintain their on-call rotations and methods of notification in xMatters. This will automatically go through a list until an alert is acknowledged, which will assign an incident to the person that acknowledged the alert. 

Having this automated has led to a significant improvement in incident resolution time (resolution can now occur quicker than the time to previously contact the correct person). All attempts are also logged to determine what occurred when and if they are successful or not.

Being SaaS-based is also a plus. Regardless of the state of our network or infrastructure, xMatters will still be available via a mobile device.

What needs improvement?

Integrations seem to be the most difficult part. Once setup though, they work well.

For how long have I used the solution?

One to three years.

What do I think about the stability of the solution?

No issues.

What do I think about the scalability of the solution?

No issues.

How are customer service and technical support?

Good, but not excellent. They are courteous and professional, but may take longer than desired to resolve some issues. Integrations may require professional services.

Which solution did I use previously and why did I switch?

We used manual methods previously, so this was a great improvement.

How was the initial setup?

As this is SaaS based, xMatters does the environment setup. Adding users, groups, and on-call rotations is pretty simple. Roles are a little confusing as they seem to have too many. 

The most complex parts are the integrations. For us, this was the integration to ITSM and LDAP, both of which we used their professional services for.

What's my experience with pricing, setup cost, and licensing?

Pricing is pretty straightforward and listed on their website. I recommend starting small and expanding later.

Which other solutions did I evaluate?

No. One of the biggest issues for us was an ability to integrate with our ITSM solution. As xMatters is a partner of our ITSM vendor, integration was not a concern. Being totally SaaS-based was a big plus. I have worked at other places that used xMatters and were happy with it. With reasonable OpsEx pricing and a product that met our needs, we did not feel the need to evaluate other options. I have used other notification solutions at other companies, and this is one that I am most familiar with.

What other advice do I have?

It has been easy to use and very reliable.

The only potential concern is professional services. They are capable, but like to bill on an hourly basis. I would recommend having what you want them to do clearly defined upfront and keep close tabs on their progress as the hours can go by quickly if you do not keep on top of them.

Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
it_user798231
Tools Engineer at a energy/utilities company with 10,001+ employees
Real User
​On-Demand technical support is excellent. Quick to respond and resolve any issue.​
Pros and Cons
  • "The two-way integration between ServiceNow and xMatters allows us to assign tickets to support personnel faster and respond to incidents faster."
  • "By adding the ServiceNow integration, we have been able to page support groups for critical incidents and move scheduling from ServiceNow into xMatters, offering more control to our support groups."
  • "We have not noticed any scalability issues in the two years that we have used the system."
  • "While they do have an extensive library of integrations, sometimes those integrations or custom integrations, require a more technical level of expertise in products outside of xMatters, such as Java."

What is our primary use case?

On-Demand IT Support group paging for critical incidents and paging from ServiceNow integration for incident management.

How has it helped my organization?

By adding the ServiceNow integration, we have been able to page support groups for critical incidents and move scheduling from ServiceNow into xMatters, offering more control to our support groups. 

The two-way integration between ServiceNow and xMatters also allows us to assign tickets to support personnel faster and respond to incidents faster.

What is most valuable?

  1. ServiceNow integration for paging-related to incident management.
  2. Web and smartphone app interface for paging support groups for critical incidents.
  3. Web service integration for paging from legacy scripts.
  4. User interface for support group schedule management.

What needs improvement?

  1. Reporting could always be improved. Most of the data for events could be exported to csv files, but sometimes multiple csv files have to be combined to provide a full picture of multiple events for one issue.
  2. Integration assistance. While they do have an extensive library of integrations, sometimes those integrations or custom integrations, require a more technical level of expertise in products outside of xMatters, such as Java. If you are not a Java developer, it can be a daunting task to create an inbound or outbound integration yourself.

For how long have I used the solution?

One to three years.

What do I think about the stability of the solution?

In the two years that we have used the system, we did encounter a few minor short-lived stability issues with one of their web servers. They were resolved quickly.

What do I think about the scalability of the solution?

We have not noticed any scalability issues in the two years that we have used the system. We average 2000 voice and 35,000 SMS, with as many email deliveries per month.

How are customer service and technical support?

On-Demand technical support is excellent. They are quick to respond and resolve any issue.

Which solution did I use previously and why did I switch?

We used a legacy, half in-house written, half vendor supported on-premise solution. Our customer desired a cloud-hosted solution to take advantage of new technologies, integrations, and provide for DR stability during IT outages impacting on-premise infrastructure components.

How was the initial setup?

Vendor assisted implementation was included, so their presence in the implementation project made for a smoother implementation and migration from the legacy product.

The On-Demand product setup was a breeze. The ServiceNow integration installation and upgrades have been painful.

What's my experience with pricing, setup cost, and licensing?

This is our biggest issue: licensing. Our customer has only purchased a set number of full licensed users, and we are constantly running up against our license limit. To mitigate licensing concerns, we completely control at the admin level user additions and removals, and do a monthly cleanup process driven by security contractor removal reports. 

If the licensing were cheaper, our customer might buy more. However, I can’t imagine getting away from license management, unless the licenses suddenly became cheaper.

Which other solutions did I evaluate?

Our customer evaluated a few other products. I am not at liberty to reveal which ones, only that xMatters came in with the best presentation and demo to impress the customer.

What other advice do I have?

Include Professional Services in the contract for implementation to assist you through all the hurdles of things that you do not know about the product. Since this is a cloud-hosted On-Demand solution, they have to be involved anyhow. Having them there to assist during implementation takes the pressure off allowing you to focus on the migration from the legacy systems.

Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.