Opsgenie vs xMatters comparison

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Executive Summary

We performed a comparison between Opsgenie and xMatters based on real PeerSpot user reviews.

Find out in this report how the two IT Alerting and Incident Management solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed Opsgenie vs. xMatters Report (Updated: March 2024).
765,386 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The most valuable feature is the ability to automatically create a ticket for the support team when there is an alert.""Opsgenie is easy to configure and use.""Opsgenie has streamlined our communications and alerting.""That clarity, visibility, scheduling, and the management of on-call schedules, as well as tracking SLA breaches and workload, are key reasons to utilize Opsgenie.""This is a scalable solution. I would rate it a nine out of ten for scalability.""OpsGenie has many features, such as email notification, SMS notification, roster, tracking of the tickets. Automation, like scripting, is also possible. There are also features for maintaining the history of the tickets and all the solutions related to how it was resolved previously. If there are similar kinds of tickets, we can look at how a person is working on that ticket. If he doesn't have any idea, you can look back at a similar ticket and solve it as the previous person did it.""One of the features my team found valuable in Opsgenie is the alert. There's also the option to install an app on your phone, so even if you don't have any mobile reception, but you're still connected to WiFi, you still get the alerts via the app, not just via phone call or SMS. The combination of both options was very useful because sometimes you have data and you don't have coverage by mobile, or vice versa. To have both options in terms of receiving alerts was very useful. Another valuable feature of Opsgenie is the on-call rotation with alerts. I belonged to a small team of three, then the team expanded into four members where everyone was on a weekly on-call basis, with each team member having a week of being on-call. At first, it was a bi-weekly on-call rotation, then it became once every three weeks, and after that, it was once every four weeks, so the on-call rotation with an alert feature was useful. My previous company had two separate environments, on the cloud and on-premises. My team was in charge of the on-premise environment, so there was a queue for my team with everything in Opsgenie, then the DevOps team had its queue on a group of infrastructure related to the cloud. Each team had its own devices organized in a group that was only managed per team. The on-call rotation was also separated between groups. Opsgenie is a very convenient solution for both teams in my previous company.""The rotation and scheduling are beneficial."

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"One of the things that really attracted me is in workflows, you can write your own custom steps in JavaScript. You are not restricted to the steps that they provide. If you can write it in JavaScript, you can pretty much do anything. It gives me flexibility in ways that other platforms don't. For example, the online dashboard system we use is not a widely used one, but they have an API. So, I'm able to write the JavaScript steps to do things like check if a system's in the maintenance window or create an instant on the dashboard or change the status of an instant. I'm not dependent on the dashboard provider or xMatters creating steps for me.""It reduces the mean time to restore a service. Before, it would probably take an hour to get everybody settled down. With the integrations right now, if somebody flags a major incident, then everyone is on a call in the next 15 minutes.""The automated callouts, without a doubt, are most valuable. They have been a huge gain for our company. Previous to xMatters, there was no real management of the on-call resources or rotas. So, having that centralized and automated has been a huge gain.""Allows us to define scenarios that notify only the necessary people when we need to open a conference bridge.""The UI: It is easily navigable.""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.""We use xMatters for alarming infrastructure outages and failures of batch jobs (post-processing).""​The ability to notify teams and monitor those notifications in real-time is valuable. Time-based escalation of notifications helps us resolve issues much more quickly."

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Cons
"The installation of other applications is difficult in Opsgenie. I would like to see more flexible reporting methodologies. Scalability and pricing also need to be improved.""We are using the cloud version of Atlassian products now, but I think the Data Center version we used earlier was much more user-friendly. There are lots of limitations in the cloud version The add-on or features that work with the Data Center versions are not compatible with the cloud version.""Initially, Opsgenie had bidirectional integration with Jira Service Management, but that functionality has been scaled back. Previously, Opsgenie was adept at managing incidents within its ecosystem, offering seamless ticket transfers between Opsgenie and Jira Service Desk. I valued the ability to push tickets between the two platforms, addressing the need for widespread information accessibility, though it sometimes led to duplication. My suggestion would be to reintroduce complete ticket funneling between these systems to streamline operations.""It should have a lot of plugins. It should also come with cloud integrations, which are not that great with OpsGenie as of now. It should have AWS, Azure, and Google cloud integrations. It should also provide automation, that is, it should open somewhere, like orchestration. Something like the orchestration that ServiceNow is doing. That would be great. Orchestration is the main thing. If OpsGenie comes with stack down feature, not completely but some part of it, and orchestration is there, that would be beneficial.""The handshake with the monitoring tools can also be improved. When there were a bunch of alerts or the number of alerts was more than a thousand in a minute, OpsGenie wasn't able to handle everything properly. The handshake issues were there.""When I needed to add the fourth guy to the on-call rotation, I had trouble finding the option in Opsgenie where I can add the new user. It took me some time to figure out because it it was very small. You have a pencil icon that you need to click, but it was so small and in a place that wasn't so obvious, so this is an area for improvement in the solution. I couldn't find the icon myself and my manager had to show me where it is. Opsgenie needs to be more user-friendly, particularly when it comes to finding the "Add New Users" option in the on-call rotation feature. Other than that, the solution was very easy to use, and you can see both the open and closed alerts.""They could introduce many more features.""The user interface could be improved."

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"​The REST API is still missing some important functionality, which we require.""They could make the product more customizable.""Beyond the typical grouping, xMatters has what is referred to as dynamic teams. Dynamic teams are criteria for setting up and targeting a group of people that meet specific criteria. The bad thing about this setup is that you cannot alter those criteria through the typical xMatters import/export process. The attributes that create the criteria for dynamic teams can only be altered via the Web UI. So, if you want to create a new dynamic team in a mature xMatters environment (one that is already populated with hundreds of users), and you want to add, say, 100 users to that dynamic team, you have to do it manually.""The user interface could be more intuitive. Once you know what you're doing, you're fine. However, if you don't know where to start then it can be a bit difficult to figure out how to make it work and how it will function together with different tools in the Flow Designer.""It took me awhile to get used to whatever was available in the interface. The interface from two years ago was a bit more confusing when looking at where you should go""It has not improved our organization.""When you are not using the conference bridge from xMatters and you are using an external one, it is a little bit hard to get the person whom xMatters calls to jump directly to the external bridge. They need to hang up the phone and then get to the email to get the URL so that they can jump on the bridge. There is no direct connection from xMatters to that external bridge, but I understand that part of the business.""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."

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Pricing and Cost Advice
  • "From the pricing perspective, they are on the higher side as compared to other competitors."
  • "We have opted for a yearly subscription. The initial quote given was about $29, but I don't know the actual price. There might be some negotiations during renewal."
  • "I'm not the person who dealt with Opsgenie in terms of pricing, and I don't know how the solution compares to other solutions in the market, price-wise. I won't be able to say if it gives you the best value for money or not, but if Opsgenie gives good value for money, then I don't see a reason why you shouldn't use it."
  • "I rate Opsgenie eight out of 10 for affordability. Opsgenie is on the cheaper side, and it fits our budget. I estimate the license costs around $400 to 500 annually for 15 users. The price is available on the internet. It's a standard, straightforward price."
  • "In the company I'm working for, currently, we are using the standard edition of Opsgenie. We're paying around $3,000 a month. It's a bit expensive compared to the other tools we use for different purposes. We find it a bit expensive because although Opsgenie is a complete tool for monitoring, it does not provide us with everything."
  • "Integration with other solutions is one of the most valuable features of Opsgenie."
  • "The cost of the solution depends on the package you select and is per user."
  • "The solution's prices are exorbitant."
  • More Opsgenie Pricing and Cost Advice →

  • "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."
  • "​Pricing is pretty straightforward and listed on their website. I recommend starting small and expanding later.​"
  • "The only potential concern is professional services. They are capable, but like to bill on an hourly basis."
  • "​I do not think it is worth the value.​"
  • "If you are willing to pay for the licensing of it, it is able to scale out.​"
  • "Then, in pricing, you are limited on your number of SMS messages that you can send a month and the licensing cost annually."
  • "xMatters is pricey, but you have to consider what a critical incident costs your organization."
  • More xMatters Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:Opsgenie has streamlined our communications and alerting.
    Top Answer:The installation of other applications is difficult in Opsgenie. I would like to see more flexible reporting methodologies. Scalability and pricing also need to be improved.
    Top Answer:xMatters stood out to us during our research because of the versatility of its rotas, how we could set up various group rotas, different shift patterns, the ability to order devices and add personal… more »
    Top Answer:The cost depends very much on the company's size and usage. We're a very high use case compared to many companies, so we had to consider licensing costs carefully. If we added all our users, that… more »
    Top Answer:The reporting functionality could be improved, though I know that's something xMatters, inc. is working on. For example, sometimes I need to go into the platform and find users who aren't in groups… more »
    Ranking
    Views
    3,264
    Comparisons
    2,090
    Reviews
    10
    Average Words per Review
    787
    Rating
    7.9
    Views
    1,553
    Comparisons
    797
    Reviews
    10
    Average Words per Review
    1,738
    Rating
    8.3
    Comparisons
    Also Known As
    xMatters IT Management
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    Overview

    Users are empowered to manage their contact details and notification preferences in a single location, hence the administrators don't have to maintain this information at each application. OpsGenie is a cloud based service with reliable, distributed architecture that is replicated in multiple data centers, and monitored around the clock. The lifecycle for each alert, notifications, actions taken by users, are recorded and reported to enable admins to easily analyze what happened. No more wasting time, digging up log files. No more finger pointing.

    Most enterprises employ multitude of tools for IT management: for monitoring, ticketing, configuration and change management, etc. Although each of these tools may be individually capable of sending notifications via email or SMS, it is a burden for administrators to maintain the same information in each of these multiple, disparate systems. 

    OpsGenie enables organizations to consolidate notification management into a single management system. OpsGenie enables users to maintain their own contact details and preferences in one place, eliminating duplication of data, reducing administrative overhead.

    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.

    Offer
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    Sample Customers
    2500+ customers including Yahoo, Politico, Dynatrace, Looker, Solarwinds, Overstock, Oregon State University, Glassdoor, Cloudticity, Unbounce, Bleacher Report
    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.
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company26%
    Financial Services Firm10%
    Media Company6%
    Retailer6%
    REVIEWERS
    Computer Software Company15%
    Energy/Utilities Company12%
    Comms Service Provider12%
    Financial Services Firm12%
    VISITORS READING REVIEWS
    Computer Software Company24%
    Financial Services Firm21%
    Retailer7%
    Government6%
    Company Size
    REVIEWERS
    Small Business21%
    Midsize Enterprise36%
    Large Enterprise43%
    VISITORS READING REVIEWS
    Small Business24%
    Midsize Enterprise16%
    Large Enterprise60%
    REVIEWERS
    Small Business13%
    Midsize Enterprise7%
    Large Enterprise80%
    VISITORS READING REVIEWS
    Small Business11%
    Midsize Enterprise11%
    Large Enterprise78%
    Buyer's Guide
    Opsgenie vs. xMatters
    March 2024
    Find out what your peers are saying about Opsgenie vs. xMatters and other solutions. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    Opsgenie is ranked 2nd in IT Alerting and Incident Management with 13 reviews while xMatters is ranked 3rd in IT Alerting and Incident Management with 31 reviews. Opsgenie is rated 7.8, while xMatters is rated 8.8. The top reviewer of Opsgenie writes "The price is competitive and it's easy to use and configure". 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". Opsgenie is most compared with PagerDuty Operations Cloud, Splunk On-Call, Everbridge IT Alerting and BigPanda, whereas xMatters is most compared with PagerDuty Operations Cloud, ServiceNow, Everbridge IT Alerting, OnSolve Platform for Critical Event Management and Splunk On-Call. See our Opsgenie vs. xMatters report.

    See our list of best IT Alerting and Incident Management vendors.

    We monitor all IT Alerting and Incident Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.