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