Request Tracker for Incident Response vs xMatters
Request Tracker for Incident Response
requesttracker.com
xMatters
xmatters.comSide by side
| Figure | Request Tracker for Incident Response | xMatters |
|---|---|---|
| Price from | $450/mo | $15/mo |
| Free plan | Yes | Yes |
| Free trial | Yes | Yes |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | — | Yes |
| Linux | Yes | Yes |
| iOS | — | Yes |
| Android | — | Yes |
| API | Yes | Yes |
| Self-hosted | Yes | — |
| Plans published | 4 | 4 |
| Spec score · Incident Management Software | 8.1 (#13) | 8.6 (#8) |
| Purpose | RTIR builds on RT with preconfigured queues and workflows designed for incident response teams and is used by CERT and CSIRT teams. | xMatters is incident management software aligning DevOps, SREs, and operations teams around automated workflows to deliver reliable products at scale. |
| Security | The vendor accepts software security reports by email and provides a public key for encrypting reports. | xMatters says its security practices align with ISO 27001, ISO 27701, SOC 2, and SOC 3 standards. |
| Support | Paid on-premise support plans include installation and upgrade support, product bug triage, direct access to RT engineers, and formal SLA response times. | The pricing page lists 24x7 online knowledge-base and community access, with phone and email support varying by paid tier. |
Plans
Request Tracker for Incident Response
- CommunityFree
- Build$450 a month
- Scale$1,650 a month
- TransformPriced on request
xMatters
- FreeFree
- Starter (Essentials)$15 a month
- Base (Standard)$39 a month
- AdvancedPriced on request
In their own words
Request Tracker for Incident Response
Request Tracker for Incident Response (RTIR) builds on RT with queues and workflows designed for incident response, including use by CERT and CSIRT teams. It correlates details from incident reports to identify patterns and link related reports to a common root-cause incident. Separate queues support triage, incident handling, investigation, and countermeasures, while teams can communicate with reporters, other security teams, and internal responders. Tickets record activity, allow custom fields, and track key dates for service-level agreements. RTIR can produce activity reports in HTML, text, or spreadsheet formats, including reporting by date and constituency. The RT API can accept automatic feeds from systems such as Splunk, ArcSight, Nagios, Squil, and Qualys. For network analysis, it parses IP addresses into custom fields and provides lookup interfaces including traceroute, whois, and remote site security ratings. Teams can merge or split incidents, perform bulk ticket operations, and cascade status changes across linked tickets. RT and RTIR can be downloaded for self-hosting, and the vendor also offers Cloud RT. The Community plan is free; paid plans start at $15/user/mo (annual). A 14-day trial is available.