What users are saying about
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Top Rated
178 Ratings
11 Ratings

PagerDuty

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Top Rated
178 Ratings
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Score 9 out of 100
11 Ratings
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Score 9 out of 100

Highlights

PagerDuty and xMatters are both IT alert and incident response management tools. Like many alert management products, they both provide on-call scheduling and resource management. 

PagerDuty and xMatters cater to distinct market segments and needs. PagerDuty is used primarily by midsize businesses and enterprises, with a focus on alert aggregation and prioritization. In contrast, xMatters is more focused specifically on enterprises with a need for heavy business process automation and custom-build integrations.

Features

PagerDuty and xMatters each have a range of advantages to each tool worth evaluating. 

PagerDuty excels at helping organizations manage alert and escalation policies. Reviewers highlight PagerDuty’s flexible escalation rules across communication channels. This flexibility allows organizations to ensure alerts are addressed without overwhelming IT staff. PagerDuty’s customer support is also highly praised by users. 

xMatters provides tools designed to meet enterprises’ unique needs around incident alerts and responses. For instance, it facilitates excellent stakeholder communication in order to keep all parties in the loop as an incident is identified and addressed. This visibility is both more challenging and more crucial to maintain in an enterprise environment. It also has the capacity for in-house customization and integration via open APIs, which enterprises are better able to take advantage of. 

Limitations

There are also some drawbacks to each platform worth considering. 

PagerDuty’s mobile application is not on par with its desktop application. It has comparatively little mobile customization, and the administrative functionalities are much more limited than expected. 

On the other hand, xMatters is more limited in its alert escalation. Specifically, its group customization is less mature, which makes the platform more challenging to adapt to enterprises’s individual escalation processes. This can lead to overcommunication via mass notifications, which is a less ideal user experience.

Pricing

PagerDuty offers 5 different plans, each tier adding functionalities on the lower-tier plan:

  • The Free plan provides on-call scheduling, unlimited API calls, and always-up service for up to 5 users. 
  • The Starter plan, at $10/user/month for up to 6 users, ads unlimited domestic text notifications and escalation policies, as well as 1 year of data access and email/chat support. 
  • The Team plan, at $29/user/month, adds unlimited global phone/text notifications, more integrates, response orchestration, and a status dashboard. 
  • The Business plan, at $39/user/month, adds SSO and advanced permissions, advanced integrations, unlimited data access, and phone support. 
  • The Digital Operations plan, priced by quote from the vendor, provides a suite of add-on products, more automation, event management, analytics, and a visibility console.

xMatters has 4 different plans:

  • The free plan provides on-call management and a mobile application for alert management and routing. 
  • The Starter plan, at $16/user/month, adds one year of historical data access, longer-term reporting, and a 99.9% SLA. 
  • The Base plan, at $39/user/month, provides additional vendor support, data syncing, multilingual support, and live status updates, as well as one non-production instance. 
  • The Advanced plan, at $59/user/month, adds best practice templates for incident management, workflows, change requests, and unlimited historical reporting, as well as 2 non-production instances.

Attribute Ratings

  • PagerDuty is rated higher in 1 area: Usability
  • xMatters is rated higher in 2 areas: Likelihood to Recommend, Support Rating

Likelihood to Recommend

9.0

PagerDuty

90%
96 Ratings
9.3

xMatters

93%
8 Ratings

Likelihood to Renew

9.1

PagerDuty

91%
4 Ratings

xMatters

N/A
0 Ratings

Usability

10.0

PagerDuty

100%
3 Ratings
8.0

xMatters

80%
1 Rating

Support Rating

8.9

PagerDuty

89%
119 Ratings
9.9

xMatters

99%
9 Ratings

Implementation Rating

10.0

PagerDuty

100%
1 Rating

xMatters

N/A
0 Ratings

Likelihood to Recommend

PagerDuty

I'm sure most IT support organizations need to use this tool or one like it to be able to alert people for assistance in outage situations. Multiple times we have had servers or even network devices giving us trouble and degrading service to our end customers. I am usually one of the multi-team staff that get paged to check devices for power, activity lights, and/or error logging. Not sure what else to say here. It's pretty straight forward to me
Sanford Gallant | TrustRadius Reviewer

xMatters

We use xMatters for our alerting on critical matters. ServiceNow is our incident management system and it ties into xMatters. When a critical alert is generated it will notify the appropriate party. I'm trying to see if two other departments can use it. We are looking for a refrigeration system and for weather alerts when bad storms are coming
Geoffery Castro | TrustRadius Reviewer

Pros

PagerDuty

  • Alerting notifications is its best attribute; it will continue to make contact until the alert is acknowledged by a user.
  • The calendar view provides valuable information regarding who is on call by the team and their full contact information.
  • The application also lets you initiate a tech bridge meeting instantly and notifies all on-call users.
David Melin | TrustRadius Reviewer

xMatters

  • Close to real-time alert notifications over preferable options, like phone call, text, email, or app notification.
  • Automated incident communication about critical system outages based on alerts received in the system.
  • Automated on-call roster and notification deliveries to SME.
Anonymous | TrustRadius Reviewer

Cons

PagerDuty

  • When getting a phone call, PagerDuty doesn't seem to allow acknowledgments of alerts through the phone, which it says it does. I constantly receive a message that it was updated by another person - when in reality, it wasn't.
  • Smarter notifications. If an alert was snoozed for a time, when it comes back, it sends out another alert. It should, I think, send a message asking if the alert is still an issue and give the option to close.
  • Make schedule changes more intuitive.
  • One button to acknowledge and close an alert.
Rob Sutherlin | TrustRadius Reviewer

xMatters

  • While the Workflow's are one of xMatters's strengths, the complexity can make it difficult at times to get things configured properly and get the desired result.
Anonymous | TrustRadius Reviewer

Pricing Details

PagerDuty

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Starting Price

$0 per month

PagerDuty Editions & Modules

Edition
Free$01
Professional$192
Business$393
Digital OperationsContact sales team
  1. per month
  2. per 5 users/per month
  3. per user/per month
  4. none
Additional Pricing Details

xMatters

General

Free Trial
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

$9 per month

xMatters Editions & Modules

Edition
FreeFree
Starter$92
Base$392
AdvancedContact for quote
  1. none
  2. per user/per month
  3. none
Additional Pricing Details

Likelihood to Renew

PagerDuty

PagerDuty 9.1
Based on 4 answers
Understanding when the customer experience is degraded is essential to our business. Everyone understands how to use PagerDuty and it is integrated with our playbooks for responding to emergencies. PagerDuty is reliable, and provides the features we require.
Anonymous | TrustRadius Reviewer

xMatters

No score
No answers yet
No answers on this topic

Usability

PagerDuty

PagerDuty 10.0
Based on 3 answers
As I've been using this app for the last 3 years, I would like to see a few additions, like exposing the "create slack channel" option from the mobile app, rather than just from the PD website from the specific incident
Dawud Bey | TrustRadius Reviewer

xMatters

xMatters 8.0
Based on 1 answer
xMatters has a pretty good UI. However, its versatility does get in the way a little as the number of options can be overwhelming, and it sometimes takes a while to find the place you want, or get the result you want. I don't have any suggestions on how to fix this, it's just a side effect of the complexity that xMatters offers.
Anonymous | TrustRadius Reviewer

Support Rating

PagerDuty

PagerDuty 8.9
Based on 119 answers
PagerDuty is reliable and easy to set up. It gives an effective way to notify the team about critical incidents which results in a faster turnaround time on issues. users can customize their alerts rules based on their preferences. Overall it's effective and easy to use which adds great business value.
Anonymous | TrustRadius Reviewer

xMatters

xMatters 9.9
Based on 9 answers
xMatters has a good support team that respond in a timely fashion within the agreed SLA with our company.They also have elaborate documentation on how to onboard xMatters in your organization, how to administer it and use it. They have very good fault mitigation capability which helps us to get quick recovery in case of system failures.
Anonymous | TrustRadius Reviewer

Alternatives Considered

PagerDuty

There is too little of a difference between OpsGenie and PagerDuty. Both tools are really great and do the job they promise very well. If I had to choose, I'd go with PagerDuty. This is not because of any features or because it's better. It is because I've been using it for the last couple of years, and it has served my team very well.
Hakim Rouatb | TrustRadius Reviewer

xMatters

xMatters is a market leader among many new burgeoning products in the stakeholder notification space. They are historically one of two original enterprise products in this space. Great client base of large companies and good reputation. xMatters offers flexible licensing models, depending on functional needs. It's easy to learn and use but slightly more difficult to administer.
Leslie Rowe, M.S., ITIL Certified | TrustRadius Reviewer

Return on Investment

PagerDuty

  • Saved about $50k USD per annum on event management only. This does not include all the additional benefits of things like on-call, automated escalations, etc. we did not have previously.
  • Reduced on prem infrastructure footprint by about $6k USD a month.
Anonymous | TrustRadius Reviewer

xMatters

  • Reduced time and effort for Incident communication.
  • One go detailed notification has reduced human error.
  • Sync with Sitescope and NNMi has been beneficial.
Varun Dhingra | TrustRadius Reviewer

Screenshots

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