Avis clients sur xMatters

xMatters for alerting

Avantages :

We use xMatters along with Jira to send out production pages to personal mobiles. Automated workflows, acknowledgements and escalations are great features.

Inconvénients :

The UI is not so intuitive especially for first time users.

Vital tool for on-call support and gathering techs for troubleshooting conference calls

Commentaires : We use xMatters primarily as an extension to notifications coming from our ticketing system. We also use its form-based notifications to send out invitations to join a conference bridge for troubleshooting situations. The integration from the ticketing system to xMatters On Demand (their cloud solution) was made difficult by the lack of a true outbound API from our old ticketing system. Regardless, xMatters has technical experts who were able to make it work. It took some trial and error, but the interface is based on Javascript so they were able to make quick code changes as needed. Our technicians are able to login to xMatters and configure their own devices, and determine how they want to be notified, and even set timeframes for devices. The team leaders are able to define complex shifts and coverage times for our on-call groups so that the right on-call tech gets notified during the proper time of day. This includes the ability to configure schedules for users in different time zones. There is a learning curve for the group "supervisors" to figure out how to set up the on-call shifts, but once they grasp the ideas of shifts and learn to use the calendar feature, it all makes sense. We are also able to leverage the use of groups-within-groups, where one group of technicians acts as the triage team for multiple groups. This allows one team to handle simple incidents and requests, allowing the Level 3 technicians to focus on project and development work without being interrupted by simple service requests and routine incidents during the day, while still allowing them to be available when needed for after-hours on-call support. We are also using xMatters form-based announcements, whenever it's necessary to send out a notification to a larger distribution of technicians, typically providing information about joining a conference bridge. We can either use xMatters' conference bridge or our own 3rd party conference bridges. The forms feature allows us to build fill-in-the-blanks forms without having to write code. Also, forms can be saved with certain fields and drop-down selections already determined, creating "scenarios" that we can use over and over. We're still in the early learning stages of the forms capabilities; xMatters also offers integration capabilities that we haven't leveraged yet. For example, we should eventually be able to trigger messages that make calls to 3rd party systems using their Integration Builder features.

Avantages :

Flexibility in use, support is quick to respond, xMatters continues to add features through frequent updates to the instances

Inconvénients :

We had to rely 100% on having their techs write the integration between our ticketing system and xMatters, which makes us reliant on them for any corrections/updates. This is likely due to our ticketing system - I can't speak to all implementations. Also, there are some functions we used to have with the on-premise version that we don't have anymore in the cloud solution. This is not an insurmountable issue, but we did have to make some accommodations.

xMatters is great!

Commentaires : xMatters is simple to use, efficient and effective! We began using xMatters for basic paging and messaging for specific departments and teams but have now evolved into automation and integration with a few of our essential tools like NewRelic, Nagios, and ServiceNow. We love the fact that how well xMatters has worked for us to the point we are looking into their BCM solution as well. We are more efficient, more informed, and have a much faster response time to incidents involving critical business elements. The staff is awesome! They are always on top of any questions or concerns we may have.

Avantages :

The ease of use is a plus for users who may not be familiar with this type of tool. It's easy to teach and well received.

Inconvénients :

The mobile app leaves something to be desired.

Excellent level of Customer Service

Commentaires : The xMatters staff continuously offers us a high level of Customer Service. When I have contacted Rennie Chen or the Support Team (Kim Jue, Jason, Wong) I have always received excellent customer service. They diligently work with me to resolve any issues and answer any questions I might have. They also explain to me in detail the resolution for my issues. When I contact this team of professionals, I know any issues I'm experiencing will be resolved in a timely and efficient manner. I have enjoyed working with this team over the years.

Avantages :

User friendly

Inconvénients :

* No calendar available to clients listing future Updates and Maintenance. My organization is requesting that I submit a Change Request when any change(s) are made in Production. This has been a nightmare for me because sometimes I'm not aware of these Updates and Maintenance until they are being implemented. I realize these changes are usually seamless however my organization has requested that I submitted a CR in advance for all Updates and Maintenance. * Groups can not easily be exported from Non-Production to Production.

xMatters Review

Commentaires : I feel the product does a great job and has been very reliable. The organization has been great as far as informing their customers on new features and functionality. Where I do feel they could use some work is on their licensing model. I feel it is complicated to figure out their pricing model and they should address this as well as the product is very pricing if you want to extend it for "limited use" within your organization.

Avantages :

Ease of use, reliability and the find/assign with escalation capabilities. Having one tool to notify and also be able to do scheduling for on-call rotations is a benefit.

Inconvénients :

Pricing is too high as well as the pricing model for purchasing licensing. It is based on business cases versus just something like we offer 3 types of licenses that do x, y, and z.

xMatters Alerts Review

Commentaires : OK, so the pro and the con are pretty much the same. Overall as a user of the xMatters notification system is was great, a network outage rolled in and we would hop on the bridge and start troubleshooting. An hour later management would hop on to ask for status updates. This isn't a complaint to xMatters but to management, just because you are on a bridge call mailing list doesn't mean you need to insert yourself and slow progress. Obviously this review is a bit of tongue in cheek, and the take away should be that it is a great notification system.

Avantages :

The ability to gather necessary personnel on an outage bridge call quickly and easily.

Inconvénients :

The ability for management to gather on an outage bridge call.

Simple and Easy to use

Commentaires : It helps us to send out the outage / general notification through mail/sms and also is of great advantage to prepare on call rosters

Avantages :

It helps to keep the right people informed and helps to keep the communication organized and structured which proactively helps to avoid outages it also helps to provide ability to schedule call rotation

Inconvénients :

There are not much cons but possibly integeration can be done by with other itsm tools ,other than that is isif great use till now

Excellent tool for incident crisis management

Commentaires : Very productive, easy to use, no lags, 24/7 operational

Avantages :

Realtime message broadcast for incident crisis management

Inconvénients :

License Cost is high. charge by message sent

Great Customer support

Commentaires : The ability to just have users locate their xmatters notification email and then join the bridge off of that is great. We all know it can be a bit like herding cats getting the bridge information to the correct individuals in a time of crisis. Xmatters just does that and you don't have to worry if the proper people have been notified or not.

Avantages :

Ease of use. Ability to have notifications go to specific groups and allow key individuals to join bridge calls immediately.

Inconvénients :

I have heard that running reports off it can be troublesome, we don't have many so I can't say as we had that issue.

Very good tool

Commentaires : Very good tool

Avantages :

East to configure and use. We are Saas customer and it is very good tool

Inconvénients :

Nothing I can think , I feel they got all covered

Great 2-Way Communications Platform

Commentaires : We have been using xMatters software now for 2 years. Having the ability to instantly contact available volunteers to resolve incoming rescues, has helped us to significantly improve our service to animals and the community. The support from the xMatters team has been fantastic, working with us to implement improvements and solve any issues as quickly as possible. We are planning a new integration project this year, which will further improve our rescue service and we look forward to working with the xMatters team to make it happen.

My Xmatters Experience

Commentaires : We use this tool for escalations and paging of Incident and Request that are High Urgency and Priority, so Admin can be notified that a ticket has arrived that requires immediate attention. Xmatters works great for this. The one drawback to Xmatters I see is that it is difficult to customize groups to fit different shifts and needs over multiple other groups that may have schedules in place specific to those groups.

Avantages :

Ease of set-up

Inconvénients :

Not easy to customize to fit specific needs.

My Review on Xmatters

Avantages :

The quick communication Management that Xmatters helps the Teams to notify in case of any alerts/issues. Instead of paging/calling in outlook,these notifications can be sent to a group of people within no time.Availing cloud services for communication management will avoid tickets or incidents in GSM/Remedy. The other major benefit in Xmatters is that it helps users to customise the portal according to their needs.

Inconvénients :

Its not a open source unlinke outlook emails.If you want to Xmatters you have to pay for that software.With a wide range of opensource tools,it really depends on the business to opt for Xmatters software

xMatters product & support

Commentaires : This is a product that we use to support the business. We use it for notifying on call when problems or issues arise. I appreciate the support we get from the xMatters team anytime a question arises. Thank you.

Avantages :

I like the ease of use and the fact it let's me engage users I need to aware them of issues in a quick manner.

Inconvénients :

I'd like the logs to be able to extend out a quarter at the least and preferably 6 months. This is helpfully come mid-year and end of year reviews to rate response time from the on call people.

Great experience with xMatters

Commentaires : I've been an xMatters customer for over 5 years now - used it while at my previous company and then implemented it at my current company. During this time I have seen great improvements with the features and integrations. The quality of the product is superior to some of the other's that I've seen on the market. Customer Service is more than just a support function, they truly work with you, providing guidance and help you build out a process catered to your organization.

Avantages :

Simple UI, easy to use, develop

Inconvénients :

Though the mobile app works really well, it would be nice to see more functionality built into it.

xMatters Xperience

Commentaires : Generally, xMatters is an awesome tool it allows me to monitor job status and be able to define team's on-call rotation. However, I'm having some issue as to the ease of use of its tool, not that bad though.

Avantages :

Team configuration and its mobile app

Inconvénients :

ease of use

First Cash / Cash America Review - Kevin Ownbey

Commentaires : I have had an overall great experience. The features and functionality of all of the software that we use is easy and friendly. Also is very informative.

Good enough

Commentaires : The layer is complex to configure, and Is not very user friendly, works fine but could be better if we can manage more setting to configure the shift rolls.

Avantages :

Good quality in the calls

Inconvénients :

Layout very confuse

Deliver Manager

Commentaires : This is really an efficient and effective tool that helps to reach out to team and escalation contacts as we expected.

Avantages :

schedule multiple shift roster. This helps us to defined all onshore and offshore shifts. Also, availability on iOS is great.

Inconvénients :

nothing much

A software company that listens.

Commentaires : xMatters is a company that listens to their clients' needs. Both the web and mobile applications are user-friendly and always improving based on feedback. The support and engagement from the staff is superior. Everything you need is on their website providing transparency and trust to potential customers.

Avantages :

Ease of use and continual improvements.

xMatters is a nice alerting solution

Commentaires : We have been running xMatters now with positive results. The ability to create multiple alerting schedules, different escalation criteria, and different communication plans makes this a great tool to work with. The tool is very easy to understand, and easy to train our end users on. The team from xMatters has also been very helpful and communicate well.
However we have been desperately waiting to get the ability to put recipients on the subscription menu as an option. This will greatly help out our managers who want to be alerted as an FYI but not have to be directly placed in an oncall rotation for all of their groups. PLEASE make this available soon!
Thanks!

Unimpressed

Commentaires : I have no comment as to Support or Value, I am only a user. My Sys admin uses support, and I don't know what was paid for the product. As a user, I find the interface to be extremely confusing, even frustration. Even after I've figured out how to do something, next time I need to do it, I have to re-figure out how. Not intuitive. Also, the process to replace a person in rotation (say for a short vacation) is unnecessarily complicated.

Avantages :

In the end, it meets our need, but could be much better.

Inconvénients :

See previous comment

xMatters Review

Commentaires : We recently switched to xMatters from another mass notification program. xMatters is leaps and bounds ahead of other systems out there. The program is easy to use, and we love that we can create messages and pre-record them to execute on a moments notice. This has allowed us to improve our communication in different ways now that we can reach folks easily and efficiently. xMatters is a great tool!

Avantages :

Ease of use.

xMatters Review

Commentaires : Our company uses xMatters as a notification tool for our global service delivery. It sends a specific alert message to our engineers so they can respond to urgent tickets raised by our clients in time. The xMatters support team is very responsive and helps us customize the platform based on our business requirements. I look forward to seeing more features and reporting functionalities from xMatters soon.

XMatters User

Commentaires : Easy to use would recommend

Avantages :

Easy to create groups for alerting for on call purpose

Inconvénients :

Setimes it rotates main on call person after each alert