Message Rates

xMatters Messaging Allotments and Policy

The following are the standard messaging allotments for xMatters products.

Allotments may vary for Clients with a higher volume of licenses and/or as otherwise set forth in a Hosted Services Agreement (or equivalent).

Effective May 8, 2018

Product Email and mobile push messages SMS for US, CAN, UK, AUS, SG (per full user per month) Phone for US, CAN, UK, AUS, SG (per full user per month) RoW* phone and SMS (per full user per month) Conference Calls
xMatters Free Unlimited Excluded  Excluded  Excluded Conference calls excluded.
IT Management – Starter Unlimited 50 10 25 Conference calls excluded.
IT Management – Base Unlimited 100 20 50 Conference calls excluded.
 IT Management – Advanced  Unlimited  Unlimited**  Unlimited**  Unlimited** Conference calls excluded.
BCM Unlimited  Unlimited**  Unlimited**  Unlimited**  Conference calls excluded.

*RoW: Rest of World
** Unlimited SMS allotments are subject to proper use of SMS messaging under the scope of the applicable xMatters product, such that any use of SMS messaging out of scope of the applicable product shall be billed, monthly in arrears, on a “pay as you go” (“PAYG”) basis. See

Fair Use Messaging Policy below for specific products.

Please refer to the xMatters License Definition policy for relevant definitions of capitalized terms.

Fair Use Policies across all xMatters Products

  • Unlimited email is included for licensed Full Users only.
  • Unlimited mobile push notifications to xMatters apps is included for licensed Full Users only.
  • SMS messages consisting of less than 160 characters are counted as a single SMS message. Longer SMS will be counted as multiple messages for allotment and billing purposes. Both sent and received SMS messages are included in all allocations.
  • Phone calls and alerts lasting less than sixty (60) seconds are counted as a single call. Longer calls will be counted as multiple calls for allotment and billing purposes. Destination phone number determines the rate applied.
  • Conference calling alerts are excluded from all messaging plans and are billed as incurred based on usage per user per minute at the rates listed in the Conference Call Rate Schedule.
  • Message usage is tracked in aggregate across population of all licensed Users.

Fair Use Policies for Messaging for Individual xMatters Products

xMatters Free:

  • No SMS messaging enabled or allotted.
  • No phone calls/alerts enabled or allotted.
  • Unlimited email is limited to number of Users permitted by xMatters Free account.
  • Unlimited mobile push notifications to xMatters apps is limited to number of Users permitted by xMatters Free account.
  • xMatters expressly reserves the right to audit Client’s use of messaging for compliance with these terms.

IT Management Starter:

  • Phone alerts and SMS message allotments are calculated based on volume of Full Users only, but may be utilized by both Full Users and Stakeholders.
  • Alerts and messaging in excess of the IT Management Starter allotment will be billed, monthly in arrears, on a “pay as you go” (“PAYG”) basis at rates stated in the Phone Call Rate Table and/or SMS Rate Table (as applicable).
  • xMatters expressly reserves the right to audit Client’s use of messaging for compliance with these terms.

IT Management Base and Advanced:

  • Unlimited message allotments for phone alerts and SMS messaging are subject to proper use of messaging under the scope of IT Management, such that any use of phone alerts and/or SMS messaging out of scope of IT Management shall be billed, monthly in arrears, on a “pay as you go” (“PAYG”) basis at rates defined in the Phone Call Rate Table and/or SMS Rate vTable (as applicable). See your sales representative for any questions or concerns.
  • xMatters expressly reserves the right to audit Client’s use of SMS messaging for compliance with these terms.

Business Continuity Management (BCM)

  • For declared Business Continuity Events, xMatters will not apply any messaging charges for alerts delivered globally using any of the supported communication channels, with the sole exception of conference calling alerts which are always billed per user per minute at rates defined in the Conferencing Call Rate Table.
  • In addition to Business Continuity Events, clients may run up to two annual tests for with no messaging charges. A test is defined as a messaging scenario in which each licensed user receives and may respond to one message on each enabled communication channel.
  • Unlimited messaging allotments are subject to proper use of messaging under the scope of Business Continuity Events. Any use of phone alerts and/or SMS messaging out of scope of Business Continuity Events shall be billed, monthly in arrears, on a “pay as you go” basis at rates defined in the Phone Call Rate Table and/or SMS Rate Table (as applicable). See your sales representative for any questions or concerns.
  • xMatters expressly reserves the right to audit Client’s use of messaging for compliance with these terms.

Messaging plans in effect prior to May 8, 2018 can be found here.
SMS Messaging plans in effect prior to Nov 1, 2017 can be found here.
Phone call plans in effect prior to October 1, 2015 can be found here.
Messaging plans in effect prior to September 1, 2016 can be found here.