Case Study: Comcast Business achieves 70% faster incident engagement and halves fix SLA with xMatters

Comcast Beating SLAs by Leading the Charge on Collaboration

Comcast, a leading U.S. telecommunications and cable provider, faced slow, fragmented incident response across regional and divisional teams. With separate notification tools, on-call lookups, escalations and ticketing systems, it often took more than 30 minutes to get the right people on a conference call—eating into their 120-minute fix SLA and delaying resolution.

By deploying xMatters’ relevance engine with automated schedules and escalations, Comcast now notifies only the on‑call fixing agents needed and assembles a conference bridge in about 3 minutes (versus a 10‑minute SLA), cutting call‑engagement time by roughly 70%. Faster coordination and automated status updates to management let Comcast shorten its fix SLA from 120 to 60 minutes and consistently resolve incidents more quickly.

Comcast Business