xMatters is the way to go
Rating: 9 out of 10
IncentivizedUse Cases and Deployment Scope
We have been using xMatters for about a year now. All of our on-call teams are setup and receive critical alerts. Our process flow is started with a ServiceNow Incident and then if it meets the critical alert status, xMatters takes it and alerts the proper parties. We don't have a bridge conference calling system other than Skype and sending out invites for them to join. Makes it kind of messy, with xMatters we are able to send an alert out to their mobile device for the appropriate parties to join. I'm hopeful we can use this in our restaurants for refrigeration systems if there is a power outage or hardware failure. Along with their weather monitoring system for when storms come. I recommend this product for anyone looking for a monitoring system. It has been a great improvement from our other vendor we used to have.
Pros
- API calls, we can create an API ourselves to integrate with other applications. This allows more teams to be notified of a critical alert instead of waiting for someone to call them when a problem is reported.
- The on-call schedule where you might need to have a replacement is fairly simple. You can easily change with someone else and still keep the rest of the schedule in place. It also sends an email to the person you are trading with so they know when they are on-call.
- Their support team is really helpful and quick to respond when you open a ticket. There hasn't been an issue that hasn't been resolved in less than a day. They stay really on-top of things.
Cons
- I wish we could create custom groups without having to open a ticket and have them create it for us. I needed team leads to have the ability to change the scheduling of their own on-call teams. If I granted them a specific group xMatters has built in, it would give them access to change everyone's schedule.
Likelihood to Recommend
We use xMatters for our alerting on critical matters. ServiceNow is our incident management system and it ties into xMatters. When a critical alert is generated it will notify the appropriate party. I'm trying to see if two other departments can use it. We are looking for a refrigeration system and for weather alerts when bad storms are coming.
GC
Geoffery Castro
Systems Enginner in Engineering at Red Lobster (10,001+ employees)
Vetted Review
1 year of experience