We performed a comparison between OnSolve Platform for Critical Event Management and xMatters based on real PeerSpot user reviews.
Find out what your peers are saying about PagerDuty, Atlassian, Everbridge and others in IT Alerting and Incident Management."The placeholder dropdowns for message templates are useful."
"It allows for a systematic and uniform method of alerting personnel in every location."
"For our major incident management, it has expanded what we can do in terms of the format of the communication. People can subscribe, and they can receive delivery on multiple platforms, whether it's a voice message, email, or mobile app message. It enables us to deliver the right communication to the right people in the format they want."
"Support has been great. They responded very quickly to all the support cases that I have submitted."
"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."
"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."
"It has improved our time to respond. Prior to the use of xMatters, it might take hours or even a day to get someone involved on a problem. Now, it's down to minutes."
"The most valuable feature is getting alerts out to my user base. xMatters is the only solution that I know that has robust scheduling, calendaring for groups, and that provides very good delineation of who gets alerted and on which devices they receive their alerts."
"The customer service is quite responsive. They are quick to answer your calls or emails."
"It has been easy to use and very reliable."
"Conference calling requires a complicated syntax formula."
"The user interface is too complicated and aspects that should be offered, such as email subject line editing, are not."
"The REST API is still missing some important functionality, which we require."
"I would like some minor UI changes. I believe I filed some enhancement requests with xMatters. For example, in one area, they have some way for you to look at a particular functionality with different sets of reporting UI. However, that same reporting UI is not yet available with some other functionalities. Essentially, in their existing functionality, the xMatters application does an excellent job, but in other functionalities within their UI, they don't have that. On the back-end, they are related. Instead of one click where you can see everything, right now you need to go to different areas to access similar information. It would be nice to have everything in one place. While they have an excellent element A, I am hoping that they could just simply make that feature also available in their element B."
"We cannot go back in time to check out the previous schedules that we had. We can only see them moving forward. I wish we were able to go back and see the previous schedules that we had. That's the biggest thing."
"In terms of intuitiveness and flexibility of xMatters when it comes to customizing on-call schedules, rotations, and escalations, for me, as an IT professional, setting it up isn't that big of a deal, but I understand that some people struggle with it because when you get wrapped up into it. You can get lost. It's not super complex, but it's complicated enough to the point where you can say that you should have done it another way. The shift part can be confusing for some people. In that respect, one of the shortcomings my team has found is when we have to add another person, such as a new hire, to xMatters, we can't add them to a group within xMatters without having to put them on a shift. If we put them in a group, they have to be on-call. We can create their account, and then they're just out there in limbo until their team says, "You have to be on this shift." One piece of feedback for xMatters is to figure out how to have manageable groups so that they're contactable from xMatters. They do not necessarily have to be on a shift right from the start or at all for that matter."
"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."
"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."
"I would like xMatters to provide users with the capability of administering it on their own. I do a lot of hand-holding with them."
"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."
Earn 20 points
OnSolve Platform for Critical Event Management is ranked 12th in IT Alerting and Incident Management while xMatters is ranked 3rd in IT Alerting and Incident Management with 31 reviews. OnSolve Platform for Critical Event Management is rated 6.0, while xMatters is rated 8.8. The top reviewer of OnSolve Platform for Critical Event Management writes "Allows for a systematic and uniform method of alerting personnel in every location, but the user interface is too complicated". On the other hand, the top reviewer of xMatters writes "Enabled us to meet our "lights out" goal and repurpose staff to do work of greater value". OnSolve Platform for Critical Event Management is most compared with Everbridge Mass Notification, Everbridge IT Alerting, AlertMedia and PagerDuty Operations Cloud, whereas xMatters is most compared with PagerDuty Operations Cloud, Opsgenie, ServiceNow, Everbridge IT Alerting and Splunk On-Call.
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