xMatters

RFP Questions about General Company Information for xMatters

Who will serve as the primary 052B contact for this RFP?

Who will serve as the primary xMatters contact for this RFP?

Who will serve as the primary 052B contact for this RFP?

Please provide a company overview for xMatters.

Where is xMatters located?

How long has xMatters been in business?

Please provide xMatters’s mission and/or vision statement.

Describe the xMatters company structure. (Private, public, partnership, etc)

How many full-time, part-time and contract employees does xMatters have? (Please provide breakdown)

What awards or recognition has xMatters received in the last three years?

Is xMatters affiliated with any industry or professional associations?

What licenses or certifications does xMatters hold?

Please provide a product or service overview and description.

Customer RFP Questions for xMatters

How many customers does xMatters currently serve?

Please provide contact information for three customer references for xMatters.

xMatters Competitors RFP Questions

Why should we work with xMatters instead of one of your competitors?

Are there alternative solutions that could better meet our needs?

Functionality and Deliverables RFP Questions for xMatters

Provide a sample timeline for a standard implementation.

What self-service reporting tools are available to us?

What integrations are available?

When are updates and enhancements delivered to customers?

How often are projects completed on time and within budget?

What action, participation or documentation is required from an organization to ensure timely implementation?

Experience and Approach Questions for xMatters

Please provide any relevant case studies.

What resources will be dedicated to a project?

How often will you report about progress and results?

What technology do you leverage to ensure excellent customer communication and experience?

Provide a list of the standard report options, what each includes and available formats.

How are usage and performance reports provided?

What KPIs does xMatters track and report?

Customer Success RFP Questions for xMatters

On average, how long does implementation take?

What is required from a customer to ensure success?

Do you have a change management process?

Do you conduct quarterly business reviews with customers?

How do you provide updates, track progress and ensure our success?

Please provide a list of self-service tools or resources that are available after onboarding.

How do you manage customer requests, complaints, concerns and feedback?

​​Do you use in-house or outsourced resources for customer support?

Pricing RFP Questions for xMatters

What are the itemized one-time, startup costs and recurring annual/monthly costs?

What limits are imposed upon users, training hours, professional services and data storage?

At what level do you provide volume discounts?

Risk Management RFP Questions for xMatters

Share statistics about technology stability/reliability and down times.

How often does the company update and test the continuity and preparedness plans?

Data Security RFP Questions for xMatters

Is xMatters ISO certified?

Describe how security vulnerabilities are identified and mitigated.

Have you experienced downtime in the last two years? If so, how long were customers impacted?

Sustainability RFP Questions for xMatters

Do you have a corporate responsibility policy? If so, please provide it.

What sustainability accreditations and certifications do you hold?

How can we partner with you to enhance environmental sustainability in our mutual supply chain?

Do you use renewable energy?

Do you enforce a supplier code of conduct? If so, please provide it.

Diversity and Inclusion RFP Questions for xMatters

Please provide any current diversity certifications.

What percentage of senior leadership is women or minorities?

Have there been any claims of sexual or general harassment, misconduct or discrimination in the last 5 years? Please provide details, if so.