Case Study: The Weather Channel achieves rapid incident response (cuts mass-email time from 45 to 2 minutes) with xMatters

The Weather Channel - Customer Case Study

The Weather Channel, part of The Weather Company, is a global leader in weather information, operating a data center that processes terabytes daily and serves hundreds of billions of API calls. Faced with hundreds of Sev 1 and Sev 2 incidents each week, a 15‑minute MTTR SLA, and slow, error-prone manual notifications (major incident emails took up to 45 minutes), the IT command center needed faster, more accurate communications to keep services and partners running.

The company implemented xMatters to automate multi‑channel alerts, use templates for consistent messaging, and integrate bi‑directionally with ServiceNow for closed‑loop incident ownership and escalations. The solution cut major‑incident email time from 45 minutes to about two minutes, improved message accuracy and response routing, and enabled quicker resolutions—often before customers even noticed an issue.

The Weather Channel

Michael Belfoure

Director of IT Operations