xMatters

xMatters

Actionable IT alerting platform for enterprises

4.5/5 (135 avaliações)

Resumo do xMatters

xMatters is an actionable IT alerting platform that relays data between systems while engaging the right people to resolve incidents faster. xMatters automates and brings structure to communication so you can proactively prevent outages, resolve incidents, and keep the right people informed. xMatters brings your toolchain together to empower IT and Development enabling the connectivity among your solutions as well as the handoffs in your process.

With xMatters cloud-based intelligent communications platform, users can perform tasks or resolve incidents effectively by automatically connecting and notifying the most relevant individuals in an enterprise. Resolution teams and individuals are targeted using information based on on-call schedules, skill sets and escalations. The on-call schedule information registers substitutions and holidays, ensuring that only present as well as relevant employees are contacted. Users can create and automate critical incident processes, send and automate escalations and set up automatic trigger notifications using the monitoring and service management systems of the user’s enterprise.

The technology and features incorporated in xMatters offer users an automated and flexible IT communications solution. Since xMatters is fully functional on mobile and tablet devices as well as desktop, users can receive updates and notifications whilst on the move. By targeting relevant teams of people, xMatters aims to resolve incidents faster. In order to improve the overall efficiency of business processes and incident resolve, stakeholders as well as IT teams are automatically informed and updated on any incidents. xMatters is designed for enterprises to manage essential business processes and issues quickly and efficiently, using targeted and automatic communication. While used by lots of large enterprises, xMatters is suitable and scalable for use by IT teams of any size.

Preços

A partir de
US$ 16,00/mês
Opções de preços
Avaliação gratuita
Gratuito
Assinatura
Relação qualidade/preço

Dispositivos

Porte da empresa

P
M
G

Mercados

Ásia, Austrália, Brasil, Canadá, China e outros 5, Europa, Alemanha, Índia, Japão, América Latina

Idiomas

Chinês (simplificado), Chinês (tradicional), Inglês, Francês, Alemão e outros 6, Italiano, Japonês, Coreano, Português, Russo, Espanhol

xMatters - Avaliações

Classificação geral
4.5/5
96% avaliações positivas
79
Excelente
50
Muito bom
5
Regular
1
Ruim
0
Péssimo
Lee T.
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Vital tool for on-call support and gathering techs for troubleshooting conference calls

Usado Diariamente durante Mais de dois anos
Avaliado em 10/01/2017
Fonte da avaliação: Capterra

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.

Vantagens

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

Desvantagens

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.

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Resposta do xMatters

Hi Lee. Thanks very much for leaving an xMatters review on Capterra and for your positive comments. We are always looking at ways to improve our product for our customers and if there are specific features you are looking for please let your CSM know and we will review it internally. Our next quarterly release is coming soon and we look forward to sharing details on new enhancements especially with regards to integrations that should make it even easier for you to integrate with other tools that your organization leverages.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação

9.0/10
Cliff P.
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Bridge Call process has been the major impoact

Usado Diariamente durante Mais de um ano
Avaliado em 10/01/2017
Fonte da avaliação: Capterra

Prior to gaining xMatters for bridge call processes, trying to get team(s) on a call manually was a very tedious process. Whether it was sending out a generic "high priority" email with bridge call details and hoping teams would get on, to trying to use a manual on-call list to contact users directly to join a bridge, the biggest improvement in the process has been xMatters ability to target groups and on-call users and get them on the call in an improved timely manner.
There are small improvements that could be added to the process, which has been suggested to xMatters teams and development. It takes a time to build and implement such features, but we are hoping certain features will be improved upon or added in the later future!
I do know there are other integrations which are available which we have not even touched on yet. As we continue the process and get integrations built and working in the later future, we do see the possibility of xMatters being even more powerful than we currently see.

Vantagens

For bridge calls, the ability to efficiently gather individuals that are needed in order to resolve situations in a timely manner.

Desvantagens

Still, more potential that could be added or built. However, xMatters is always taking suggestions and adding more features as time moves along.

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Resposta do xMatters

Hi Cliff. Thanks very much for leaving an xMatters review on Capterra and for your positive comments. It is appreciated by all of us. We are always evaluating enhancements that our customers have requested so we can continue to improve our product capabilities. Our next quarterly release is coming soon and we look forward to sharing details on new enhancements especially with the integration directory which will allow you to integrate even more easily than before.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação

9.0/10
Burdell C.
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Excellent level of Customer Service

Usado Diariamente durante Mais de dois anos
Avaliado em 20/01/2017
Fonte da avaliação: Capterra

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.

Vantagens

User friendly

Desvantagens

* 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.

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Resposta do xMatters

Dear Burdell. Thanks for your review of xMatters. We¿re so glad you have had great experiences with our team. We hope to keep wow¿ing you with our products and our people. If you subscribe to http://status.xmatters.com you can take a look at the status as well as information regarding upcoming releases. If you have any additional feedback on how we may improve this, please contact your CSM.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação

8.0/10
Arunkumar C.
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Awesome Tool for notification

Usado Diariamente durante Mais de dois anos
Avaliado em 11/01/2017
Fonte da avaliação: Capterra

We use xmatters in our account to notify end users when critical tickets are raised and it has been very helpful. The tool works flawless, specifically after we moved to cloud. Love the design of the tool which is very easy to use.

Only negative thing I noticed is there is no proper way of reporting things.

For eg: if I need to pull a list of all on call person for a group or supervisors it's tough as we have more than 800 groups. The reports need to be improvised and allow end users to select the fields which they want in the report and few other options.

Vantagens

Easy to use.
Notification triggered on time
Creating widgets is very simple and easy to learn.

Desvantagens

Only negative thing I noticed is there is no proper way of reporting things.

For eg: if I need to pull a list of all on call person for a group or supervisors its tough as we have more than 800 groups. the reports need to be improvised and allow end users to select the fields which they want in the report and few other options.

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Resposta do xMatters

HI Arunkumar. Thanks very much for leaving an xMatters review on Capterra and for your positive comments. I read your perspective about improved reporting capabilities. If you have specific examples, please let your CSM know and we will review it internally. Our next quarterly release is coming soon and we look forward to sharing details on new enhancements including our enhanced timeline report and who is on call report.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação

10.0/10
Dave F.
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Get the right Support personnel involved, Right Now!

Usado Diariamente durante Mais de dois anos
Avaliado em 11/01/2017
Fonte da avaliação: Capterra

Our Company utilizes 2 integrations with xMatters. Control-M which not only allows on-call personnel to perform first level support from anywhere via the mobile app and direct interaction with Control-M to gater Output and take actions directly with Control-M.
We also utilize an integration with Service-Now incident reporting to get the needed support quickly for other IT problems outside of our batch processing enviroments.
xMatters enables the right personnel to get involved quickly and also provides direct accountability which our managemnt teams appreciate.

Vantagens

Enables my team to get out of the manual notification processes when issues arise.
Anyone in the IT Organization can initiate notifications for support.

Desvantagens

Upgrades can be a bit tricky since the product does get cutomized for your personal needs.

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Resposta do xMatters

Hi Dave. Thank you for taking the time to leave a review for xMatters. Reviews help us evaluate our products and performance. We want to provide the best level of service to you and appreciate you taking the time to comment. Our next release is coming in March and in it we will have even more improvements to our integration capabilities which will allow you to integrate more easily with tools in your organization. If you run into challenges during your upgrade, please reach out to our support team and they will be happy to assist.

Detalhamento da qualificação

Relação qualidade/preço
Praticidade
Suporte ao cliente

Probabilidade de recomendação

9.0/10

Preço do xMatters

A partir de
US$ 16,00/mês
Opções de preços
Avaliação gratuita
Gratuito
Assinatura
Relação qualidade/preço

IT Management Pricing:

Free: $0 per user / month
Starter: $16 per user / month
Base: $39 per user / month
Advanced: $59 per user / month

---------------------------------------------------
Business Continuity Management Pricing:

Free: $0 per user / month
Starter: $9 per user / year
Base: $12.48 per user / year
Advanced: $15.96 per user / year

Recursos do xMatters

  • API
  • Acompanhamento de atividades
  • Alertas/transferência
  • Auditoria
  • Controle do acesso
  • Ferramentas de colaboração
  • Gestão do fluxo de trabalho
  • Importação/exportação de dados
  • Integração de aplicativos
  • Integração de terceiros
  • Interface para arrastar e soltar
  • Notificações automáticas
  • Painel de atividades
  • Relatórios e estatística
  • Relatórios em tempo real

  • Criação de relatórios personalizável
  • Dados em tempo real
  • Monitoramento
  • Monitoramento em tempo real
  • Segurança de SSL

Mais informações sobre xMatters

Principais recursos do xMatters

  • 24/7 support
  • Alerts / Notifications
  • Application integration
  • Automated scheduling
  • Automatic adjustments
  • Automatic notifications
  • Automatic reminders
  • Closed-loop integrations
  • Communication management
  • Compliance management
  • Customizable messages
  • Customize processes
  • Data synchronization
  • Drag-and-drop interaction designer
  • Escalation management
  • Event logs
  • Event scheduling
  • Information news feed
  • Maintenance scheduling
  • Manual alerting
  • Message multiple audiences
  • Mobile alerts
  • Mobile integration
  • Multi-channel communication
  • Operational intelligence
  • Scenario-specific dashboards
  • Scheduling
  • Secure data storage
  • Service desk management
  • Service disruption management
  • Targeted notifications
  • Task scheduling

Vantagens

  • xMatters functions fully on mobile and tablet devices, allowing users to manage incidents on the move.

  • xMatters offers effective two-way communications in an enterprise, automating and targeting communication to ensure a timely resolution to any business process or issue.

  • Users have access to xMatter’s drag-and-drop interaction designer, enabling users to create and customize interactions for any business scenario.

  • xMatters can direct messages to the right people using information from on-call schedules and skill sets, making sure the correct resolution team is engaged.

  • xMatters sends targeted notifications and alerts to ensure that users receive only relevant notifications, avoiding bombardment of irrelevant information.

  • Perguntas frequentes sobre o xMatters

    Abaixo estão algumas perguntas frequentes sobre o xMatters.

    P: Que tipo de planos o xMatters oferece?

    O xMatters oferece os seguintes planos de pagamento:

    A partir de: US$ 16,00/mês

    Modelo de preços: Gratuito, Assinatura

    Avaliação gratuita: Disponível

    IT Management Pricing:

    Free: $0 per user / month
    Starter: $16 per user / month
    Base: $39 per user / month
    Advanced: $59 per user / month

    ---------------------------------------------------
    Business Continuity Management Pricing:

    Free: $0 per user / month
    Starter: $9 per user / year
    Base: $12.48 per user / year
    Advanced: $15.96 per user / year

    P: Quais são os principais recursos do xMatters?

    O xMatters oferece os seguintes recursos:

    • 24/7 support
    • Alerts / Notifications
    • Application integration
    • Automated scheduling
    • Automatic adjustments
    • Automatic notifications
    • Automatic reminders
    • Closed-loop integrations
    • Communication management
    • Compliance management
    • Customizable messages
    • Customize processes
    • Data synchronization
    • Drag-and-drop interaction designer
    • Escalation management
    • Event logs
    • Event scheduling
    • Information news feed
    • Maintenance scheduling
    • Manual alerting
    • Message multiple audiences
    • Mobile alerts
    • Mobile integration
    • Multi-channel communication
    • Operational intelligence
    • Scenario-specific dashboards
    • Scheduling
    • Secure data storage
    • Service desk management
    • Service disruption management
    • Targeted notifications
    • Task scheduling

    P: Quem costuma usar o xMatters?

    Os clientes habituais do xMatters são:

    Grandes empresas, Empresas de médio porte, Pequenas empresas

    P: Em que idioma o xMatters está?

    O xMatters está nos seguintes idiomas:

    Chinês (simplificado), Chinês (tradicional), Inglês, Francês, Alemão, Italiano, Japonês, Coreano, Português, Russo, Espanhol

    P: Que tipo de planos o xMatters oferece?

    O xMatters tem os seguintes planos de preços:

    Gratuito, Assinatura

    P: O xMatters é compatível com disponíveis móveis?

    O xMatters é compatível com os seguintes dispositivos:

    Android, iPhone, iPad

    P: O xMatters se integra com quais outros aplicativos?

    O xMatters se integra com os seguintes aplicativos:

    Cyfe, HipChat, PagerDuty, Panopta, ServiceNow, Statuspage, Twitter, Workato, Zendesk, Zendesk

    P: Que nível de suporte o xMatters oferece?

    O xMatters oferece as seguintes opções de suporte:

    FAQs, Fórum, Base de conhecimento, Suporte online, Suporte por telefone, Tutoriais em vídeo