PagerDuty Operations Cloud vs xMatters comparison

PagerDuty and Everbridge are both solutions in the IT Alerting and Incident Management category. PagerDuty is ranked #1 with an average rating of 8.2, while Everbridge is ranked #11. PagerDuty holds a 13.2% mindshare in IMS, compared to Everbridge’s 5.9% mindshare. Additionally, 98% of PagerDuty users are willing to recommend the solution, compared to 96% of Everbridge users who would recommend it.

PagerDuty Operations Cloud

Read 46 PagerDuty Operations Cloud reviews

4,422 Views
2,255 Comparison Views

98% willing to recommend

xMatters

Read 31 xMatters reviews

1,375 Views
1,169 Comparison Views

96% willing to recommend

PagerDuty Operations Cloud

xMatters

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Executive SummaryUpdated on Jan 2, 2025

PagerDuty Operations Cloud and xMatters are prominent in the incident management sector, offering competitive solutions focused on notification and escalation. PagerDuty seems to have an edge with its automatic incident escalation and versatile notification methods, while xMatters is favored for its seamless ITSM integration, reducing incident resolution times.

Features: PagerDuty offers automatic incident escalation, detailed alert customization, and diverse notification methods, which users value for reliability and flexibility across various platforms. The system's high-level notification capabilities are appreciated for ensuring critical alerts are never missed. xMatters is integrated with ITSM solutions, offering fine-tuned on-call schedule management and automation that enhance incident response efficiency. These features significantly improve communication workflows and reduce manual intervention, benefiting large-scale operations.

Room for Improvement: PagerDuty users desire better noise suppression and more extensive integrations with standard tools like Jira and Confluence. The complex interface for managing escalation policies is also a noted concern. xMatters needs a more flexible pricing model, and users report challenges with integrating custom attributes and dynamic teams. Both products could enhance reporting and logging capabilities to provide more insightful data analysis.

Ease of Deployment and Customer Service: PagerDuty supports diverse hosting options and is praised for smooth deployment and responsive support, covering public and private clouds, as well as on-prem solutions. xMatters, often deployed in private or hybrid clouds, also enjoys high ratings for customer service, with minimal direct support needed due to efficient internal procedures. Both platforms have reputations for delivering high-quality technical support.

Pricing and ROI: PagerDuty's structured licensing and flexible pricing offer good ROI, though the cost is seen as steep by some due to limited tiers. In contrast, xMatters provides scalable licensing, enabling cost alignment with real service needs despite being considered pricey. Both solutions contribute to measurable ROI through efficient incident management and enhanced operational continuity, depending on how their pricing models meet organizational requirements.

To learn more, read our detailed PagerDuty Operations Cloud vs. xMatters Report (Updated: December 2025).

Buyer's Guide

PagerDuty Operations Cloud vs. xMatters

December 2025

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Helped 881,565 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

PagerDuty Operations Cloud

Ranking in IT Alerting and Incident Management

1st

Average Rating

8.8

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

Process Automation (6th), AIOps (7th), Critical Event Management (CEM) (1st)

xMatters

Ranking in IT Alerting and Incident Management

11th

Average Rating

8.8

Reviews Sentiment

7.5

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of February 2026, in the IT Alerting and Incident Management category, the mindshare of PagerDuty Operations Cloud is 13.2%, down from 22.8% compared to the previous year. The mindshare of xMatters is 5.9%, down from 6.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Alerting and Incident Management Market Share Distribution
Product	Market Share (%)
PagerDuty Operations Cloud	13.2%
xMatters	5.9%
Other	80.9%

IT Alerting and Incident Management

Featured Reviews

Nambi Srinivasan

Senior SRE at IBM

Automated incident workflows have transformed on-call operations and improved response times

Since I host our internal services, I want more customization relating to our specific use case. The needed improvements include the configuration process, as new team members face a steep learning curve to understand the platform. With many new members, they need training to set up runbook workflows, event orchestration, and manage complex on-call schedules across 23 services, making it a challenge for new users. Additionally, I feel the web interface requires improvements. I would rate PagerDuty Operations Cloud as eight out of ten because the cons include a complex configuration process and high costs for each add-on that I try to obtain, making subscriptions costly, along with limited customization in certain incident workflows. The primary reasons for rating it an eight include the complex configuration which makes it challenging for new users, as well as their difficulty in setting up advanced runbook workflows and managing complex on-call setups. The web user interface also requires improvement. Although I receive alerts via the mobile app, which is beneficial for handling schedule maintenance, the same features should be added to the web interface. Customization issues persist, such as the inability to clone entire schedules as part of the workflows, and I want to keep incidents open for a specified duration, neither of which I can currently customize. Thus, I raised a ticket with PagerDuty Operations Cloud to address these concerns. Furthermore, the cost is high, making it one of the more expensive incident management solutions.

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reviewer1855452

Infrastructure Analyst at a financial services firm with 10,001+ employees

Helps in ensuring that everyone gets notified when needed, and provides the flexibility to integrate it and build what we want on top of it

They recently released an incident module that allows users, or at least teams, to track major incidents and other things, and you can send out communication via that one webpage. You can engage on-call teams and communicate to stakeholders as well, but one thing that is missing there is a group chat. If there is a group chat on the same webpage that all of the support teams could use, it would be a one-stop shop that all of the major incident managers would use as their product to manage a major incident. Without that, at the moment, they are mainly referring to teams and then adding data into xMatters as and when they can. Some of the workflow development work that we do for the in-house piece can be quite complicated if you don't have experience using the tool. You have to have to go through the documentation, but I suppose that's an expectation. When users first log on and they're configuring the rotas, it does take them a bit of time to get their heads around how to configure the shifts. Some of them do need guidance. We have got a support document, and xMatters also has a support page where they can go and read through the details. Our roles and access for each user are locked down, as opposed to just letting them access the xMatters portal because it can add more confusion because the support portal explains that they can do X, Y, and Z. So, we're removing that ability, but once the users get their head around how to configure the rotas, the overall intuitiveness of the UI is pretty good. It is simple and clean, and they don't have to do that many steps. There are probably one or two group supervisors that configure the rotas, and the rest of them log on. We've already pre-populated the contact details from our directory, so usually, they'll just go and add a personal device, if they do want to get called on a personal device, or they want to set up the app, which is pretty easy using the QR codes. The product looks nice and clean. The only thing is that it takes a little bit of work to get your head around the rotas, but once you do, it's pretty darn simple.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"It integrates with multiple applications and is highly customizable, with policies, escalation procedures, and an event routing tool that ensures contacting the right person."

"PagerDuty let us set up rosters based on our shifts. We could assign a hierarchy for how the calls should be escalated and the number of times the call will be transferred between people before it is answered. It makes it easy to access an agent via mobile phone."

"It has scaled well for us."

"PagerDuty is very stable and very reliable."

"The solution's most valuable features are that it adds each alert as a service, has good scheduling capabilities, and includes the ability to write logic based on texts."

"PagerDuty helps you bifurcate teams and redirect alerts to specific teams"

"Now, we don't have to think about it; we can simply set it up in PagerDuty and it works, with the escalation and everything still functioning reliably based on the configuration we set up six months to one year ago."

"The initial setup is straightforward."

More PagerDuty Operations Cloud pros

"The on-call schedule that they have for groups is amazing in terms of how it works and how it triggers. You don't need to do anything. You just upload the users, and you have the calendar of the schedules. It is amazing how it works and how easy it is to work with this feature."

"The UI: It is easily navigable."

"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."

"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 devices etc. It's a much more flexible solution than ServiceNow, the in-house tool we also evaluated."

"Made it very easy to implement our roster of people who receive alarms with the REST API."

"We have reduced the time it takes to resolve major incidents through xMatters’s conference bridge management solution."

"The automatic logging that's built into xMatters, especially the timeline of events, is very helpful because we can figure out why a particular person got a call... Having that level of detail built-in makes it really easy for me or the managers to prove that's what happened, and we can self-serve that information. It gives people the autonomy to know why they got a call."

"The customer service is quite responsive. They are quick to answer your calls or emails."

More xMatters pros

Cons

"I would rate PagerDuty Operations Cloud as eight out of ten because the cons include a complex configuration process and high costs for each add-on that I try to obtain, making subscriptions costly, along with limited customization in certain incident workflows."

"I would suggest that the calling service could be adjusted since if a system goes down, the user receives continuous calls, which can be overwhelming."

"PagerDuty could improve the event orchestration by enhancing features, such as easier condition setup inside the orchestration."

"Because of the way you have to structure the rosters, if an engineer has to go on leave (or something), you can't just go in and reassign/take this person out of all of the different rosters that they're in. You have to go into each of the rosters and take them out. There might be a roster for business hours, after hours rotation, and monitoring deployments. Each time we need to take an engineer out of the pool, e.g., if they're sick or on leave, then we have to go and touch all of those rosters, updating and replacing them. Whereas, if we could just take the person out and have it automatically fill in the rostering, then that would make life a lot easier for managing it."

"This solution works best in conjunction with a proper logging system, which can be an additional cost to organizations."

"More analytics can be brought into PagerDuty Operations Cloud; while I know there are some, they still seem basic to me, and having options for user-customized charts would be really helpful, especially in this GenAI world where prompts can yield valuable data."

"PagerDuty should be integrated with other tools, so it can import the IT roster automatically. Our other rules continue to work once they're configured, but the roster must be added manually."

"It is difficult to send underlying trace files or statuses using PagerDuty."

More PagerDuty Operations Cloud cons

"An additional knowledge-sharing program could be helpful and part of the demo workshops (right now, these only provide partial information)."

"Support may take longer than desired to resolve some issues."

"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."

"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."

"What I would like it to do is tell me anytime there is a P1 incident, except when the ticket is assigned to this team or when this word is in the summary, but there is no exclusion option. I have been complaining about this for a couple years. At one point, we created a ticket for this with the developers to review. I assume that once enough people complain about it, they will bump it up in priority to work on. However, if not enough people think it is an issue, then they prioritize their work and work on other features and functionality. However, this is something that has been challenging for us because we have needed to find ways to work around it or just deal with it. So, I would love to see an exclusion option."

"As an agent, as someone who is on call, I can mark an absence time and I can optionally put somebody in my place, but once you've done that, you can't edit it. You have to delete it and create a new absence, which is annoying, but it's not a massive issue. It's a minor annoyance. That's probably about the only thing I can come up with because I absolutely love the product. It's met our needs so well."

"They recently released an incident module that allows users, or at least teams, to track major incidents and other things, and you can send out communication via that one webpage. You can engage on-call teams and communicate to stakeholders as well, but one thing that is missing there is a group chat. If there is a group chat on the same webpage that all of the support teams could use, it would be a one-stop shop that all of the major incident managers would use as their product to manage a major incident. Without that, at the moment, they are mainly referring to teams and then adding data into xMatters as and when they can."

"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"

More xMatters cons

Pricing and Cost Advice

"The price is very high."

"There is a license needed to use PagerDuty."

"PagerDuty has monthly and yearly licenses available, the costs of which can get quite high if you have a large number of users."

"Licensing costs are around $700 a month, and the only additional costs, are phone costs in some instances."

"They're very good in pricing compared to the competitors in the area. I would rate them a five out of five in terms of pricing."

"If you add more people, then you have to pay more, which is always a thing with the SaaS solutions."

"The pricing may be about $1,000 per user."

"The solution is paid on a monthly basis and represents about 1% of the platform's budget."

More PagerDuty Operations Cloud pricing and cost advice

"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 would be 30,000, and that's no good; we wouldn't have been able to afford it. For example, we had to put in customization to sync across on-call users. For the license per user, the price is very reasonable and comparable to ServiceNow when factoring in everything that needs to get up and running."

"The pricing is too high... we procured 150 licenses and we have almost 1,500 users in IT. We had to come up with a few ideas for determining which users get a license and which users don't need one. Due to the limitation of the number of licenses, we were unable to integrate the user profiles with Active Directory."

"Cost is probably my biggest concern. I know the solution was recently acquired by Everbridge, and Everbridge was one of the competitors that was included in our RFP five years ago. Everbridge's costs were astronomical compared to where every other solution was, not just xMatters."

"xMatters shortens the time to resolution, so the amount saved in potential lost revenue and productivity has justified the cost for our organization."

"Pricing is pretty straightforward and listed on their website. I recommend starting small and expanding later."

"The pricing and licensing are okay. I wish that the user licenses were cheaper but the stakeholder licenses are at a reasonable cost."

"I know roughly what we pay per year. For what we use it for and what its purpose is, it is very valuable."

"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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Top Industries

By visitors reading reviews

Performing Arts

16%

Financial Services Firm

10%

Manufacturing Company

Educational Organization

Performing Arts

13%

Manufacturing Company

Financial Services Firm

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	15
Midsize Enterprise	14
Large Enterprise	26

By reviewers
Company Size	Count
Small Business	4
Midsize Enterprise	2
Large Enterprise	24

Questions from the Community

What is your experience regarding pricing and costs for PagerDuty?

I purchased PagerDuty Operations Cloud through AWS Marketplace while at Intel, and my experience has been positive regarding pricing, setup costs, and licensing. I had around seven users part of it...

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Comparisons

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Compared 14% of the time

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Compared 12% of the time

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Compared 9% of the time

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Compared 7% of the time

BigPanda vs PagerDuty Operations Cloud

Compared 5% of the time

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Opsgenie vs xMatters

Compared 22% of the time

Everbridge IT Alerting vs xMatters

Compared 18% of the time

Rootly vs xMatters

Compared 7% of the time

ServiceNow vs xMatters

Compared 4% of the time

Splunk On-Call vs xMatters

Compared 4% of the time

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Product Reports

Buyer's Guide

PagerDuty Operations Cloud

January 2026

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Buyer's Guide

xMatters

January 2026

Download xMatters product report

Also Known As

No data available

xMatters IT Management

Overview

The PagerDuty Operations Cloud is the platform for mission-critical, time-critical operations work in the modern enterprise. Through the power of AI and automation, it detects and diagnoses disruptive events, mobilizes the right team members to respond, and streamlines infrastructure and workflows across your digital operations. The Operations Cloud is essential infrastructure for revolutionizing digital operations to compete and win as a modern digital business.

PagerDuty Features

PagerDuty has many valuable key features. Some of the most useful ones include:

650+ integrations
Alerting
Native apps with push notifications
On-call duty scheduling
Automatic escalation of alerts
Reliable, distributed architecture
Incident reporting
Real-time monitoring
Network analysis
Issue tracking
Access controls/permissions
Service Level Agreement (SLA) management

PagerDuty Benefits

There are many benefits to implementing PagerDuty. Some of the biggest advantages the solution offers include:

Ideal for developers: With the PagerDuty solution, developers can spend more time focused on code. The solution’s powerful automation and noise reduction capabilities minimize interruptions and mobilize the right team in seconds.

Security incident response: Because of its integration ecosystem, PagerDuty enables you to respond to threats faster, tighten up security vulnerabilities, and get better cross-team visibility.

Critical event management: The solution makes it possible for your organization to get your crisis management team up and running quickly, keep all your business leaders and stakeholders informed in critical moments, and limit any disruptions that could impact your reputation or core business.

Service ownership: PagerDuty’s service ownership allows you to give everyone more autonomy, boost accountability, and minimize the impact of issues by quickly pulling in the right responder every time.

CollabOps: With this solution, you can integrate with chat and video tools like Slack, Zoom, and Microsoft Teams. Doing so makes it easier to contain incidents quickly, avoid manual errors, and streamline work across DevOps, CSOps, BizOps, and ITOps organizations.

Reviews from Real Users

Below are some reviews and helpful feedback written by PeerSpot users currently using the PagerDuty solution.

Brandon J., Director of engineering at a wellness & fitness company, says, "The SMS pages and the mobile application are pretty much the top two features."

PeerSpot reviewer Pramodh M., DevSecOps Consultant at a tech services company, comments, “The inbound integrations that PagerDuty provides with most of the DevOps tools are valuable. There is a flexible and easy way of integrating with monitoring tools. It allows us to configure the integration with APIs and plugins as well.”

Syed Mohammad A., Vice President - Operations and Client Services at a financial services firm, mentions, "PagerDuty let us set up rosters based on our shifts. We could assign a hierarchy for how the calls should be escalated and the number of times the call will be transferred between people before it is answered. It makes it easy to access an agent via mobile phone."

A Principal Architect at an energy/utilities company states, “The most important feature that is used is call scheduling. We are also able to actually call IT folks in the case of an emergency.”

PagerDuty

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.

Everbridge

Sample Customers

40% of the Fortune 100 TrustPagerDuty. Customers include: Slack, Intuit, Zendesk, Panasonic, Pinterest, Airbnb, eHarmony, McKesson, Comcast

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.

Buyer's Guide

PagerDuty Operations Cloud vs. xMatters

December 2025

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