Xterra Solutions

BACKGROUND

Please describe your company and position.

I am the Chief of Staff of Chequers Financial Mangement

Describe what your company does in a single sentence.

We are a boutique Tax and Financial Planning firm that provides dedicated and tailored advisory services to a select list of high-net worth and ultra-high net worth clients.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Xterra Solutions, Inc. to accomplish?

• Chequers wanted a provider to give us the kind of white glove service we give to our clients and more!
• We needed assistance with a full company move to another location.
• We were ready to pivot away from our previous IT services provider, who was not local and was unable to deliver reliable, engaged support to my team. Delivering a premium experience to our clients is an essential part of our business, and we were looking for an IT partner that would allow us to meet that mark.

SOLUTION

How did you find Xterra Solutions, Inc.?

• Online Search
• Referral
• Google

Why did you select Xterra Solutions, Inc. over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned
• Team members are super knowledgeable and very attentive to our needs.

How many teammates from Xterra Solutions, Inc. were assigned to this project?

30

Describe the scope of work in detail. Please include a summary of key deliverables.

IT Service Management that includes:

• 24/7 end-user support 
• Proactive monitoring and management 
• IT strategy and planning 
• IT asset management 
• IT procurement - 1 place for all IT purchasing 
• Vendor management - VoIP, Telecom, etc. 
• License management – M365, Adobe, etc. 
• IT Budgeting 
• Full IT toolset: Okta SSO, Duo MFA, Umbrella, DarkWeb monitoring, vulnerability scan on deploy using Qualys, and several other tools.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Reduction in technology related downtime. 
• Improved new hire onboarding procedures.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Xterra has proven to be very responsive to feedback, and has worked with us to develop standards that are specific to our needs. They are generally able to deliver on last-minute requests brought on by unforeseen events, and regular check-ins with their management team provide a forum to address concerns.

What was your primary form of communication with Xterra Solutions, Inc.?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Xterra has been such a breath of fresh air since the inception of our business relationship compared to our last provider. Here are a few standout reasons:

• White glove service is exceptional 
• Team members are super friendly, always willing to help, and they always keep a smile on their face! 
• Proactive infrastructure and equipment monitoring 
• Willingness to take on ad-hoc requests

Are there any areas for improvement or something Xterra Solutions, Inc. could have done differently?

Typically I would say that there is always room for improvement with almost anything, but I can honestly say that they always stay on top of the latest and greatest things; they're constantly improving their services. They have a well rounded team and I believe our monthly IT check in meetings are super helpful which we appreciate so much.

BACKGROUND

Please describe your company and your position there.

Horsley Bridge Partners (“HBP”) has been investing with the world’s leading private equity and venture capital funds since 1983.  As the Director of Technology and Cybersecurity since 2015 I have been tasked with ongoing selection, adoption and management of technology for the firm.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Xterra Solutions, Inc.?

We initially engaged Xterra to perform an IT assessment to better understand the health and security state of the firm from an outside perspective. At that time, we had a combination of internal IT staff and an MSP. The MSP was focused on network and security management & support and the internal staff was responsible for everything else. We decided bring in Xterra to manage and support all infrastructure from the network to end-users.

SOLUTION

How did you select this vendor and what were the deciding factors?

As a venture capital firm, security and availability of IT services are particularly important. We were looking for a company with experience in our industry that understands how to provide a white glove IT support experience for our end-users.

Describe the project in detail and walk through their service package.

• full helpdesk services
• remote support
• onsite services as needed
• remote monitoring
• monthly service check-in
• semi-annual strategic business review
• established standards for full tech stack support for any/all existing technologies

How many resources from the vendor's team worked with you, and what were their positions?

CEO, SVP BizDev, Director of E, Service Manager as well as technicians, sys admins and network admins. cover high, low levels of staff and why that is important

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

When bringing Xterra Solutions onboard as our MSP HBP was facing many challenges in the organization that I was specifically hired to overcome. Aging Infrastructure, inconsistent security patching, limited asset inventory, limited monitoring and lacking documentation just to name a few. Xterra was able to immediately take over our helpdesk function including using their own ticketing system allowing me to focus on primary challenges at hand.

How effective was the workflow between your team and theirs?

Xterra Solutions was able to integrate their ticketing and monitoring but also customize the workflow so my users retained a consistent experience along with the white glove service they were accustomed to. Xterra also allowed me to remain a part of the remediation process as needed and incorporate workflows that require internal authorization for change management and accountability.

What did you find most impressive or unique about this company?

Transparency in process. Willingness to adapt to support new people and products, High touch white glove service. Expertise in seemingly all areas of technology and business strategy.

Are there any areas for improvement or something they could have done differently?

As Xterra is a small business, the are not immune to personnel challenges, however, Xterra has gone to great lengths to overcome these challenges by providing detailed onboarding and shadowing of existing engineers so as to maintain a deep level of working knowledge for us as a client.

BACKGROUND

Please describe your company and position.

 I am the Director of IT of a financial services company 

Describe what your company does in a single sentence.

International Private Equity

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Xterra Solutions, Inc. to accomplish?

• Cybersecurity
• Adherence to best practices
• Increased performance and reliability
• Filling knowledge gaps with subject matter experts

SOLUTION

How did you find Xterra Solutions, Inc.?

Referral

Why did you select Xterra Solutions, Inc. over others?

• High ratings
• Close to my geographic location
• Great culture fit
• Good value for cost
• Company values aligned
• Service and products aligned with our current environment

How many teammates from Xterra Solutions, Inc. were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

• Proactive monitoring and management of both on-premise and cloud systems.
• IT strategy and planning.
• Cybersecurity hardening and risk remediation.
• Point of escalation and expertise.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Improved reliability.
• Addressed risks found by previously used third part assessment.
• Monitoring and alerting of issue.
• Knowledge transfer and training.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

For both ongoing services and special projects they have exceeded our expectations for both timing and quality.  They were extremely responsive to questions and were very flexible implementing last minute changes.

What was your primary form of communication with Xterra Solutions, Inc.?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Their responsiveness, knowledge, and attitude were impressive. Even the founders are happy to jump on a call to provide their expertise.  I have worked with many MSPs over the years and this is by for the best experience I have had.

Are there any areas for improvement or something Xterra Solutions, Inc. could have done differently?

I would like to see after hours support expanded.

BACKGROUND

Please describe your company and position.

I am the Chief of Staff of Headline

Describe what your company does in a single sentence.

Headline is a globally active Venture Capital firm, with an established presence in 7 major cities, and interests that range across a wide-swath of founders, industries, and different stages of company growth.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Xterra Solutions, Inc. to accomplish?

• Outstanding IT support that minimizes technological impact to our team to the point of invisibility.
• Seamless transition between office spaces, with a from-scratch network implementation as well as ongoing support and proactive updates.
• A consistent onsite support presence that resolves issues with efficiency.
• Strides taken to provide the best possible remote support to our team members embedded in many different locations around the world.

SOLUTION

How did you find Xterra Solutions, Inc.?

Referral

Why did you select Xterra Solutions, Inc. over others?

• High ratings
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Xterra Solutions, Inc. were assigned to this project?

11+

Describe the scope of work in detail. Please include a summary of key deliverables.

User Support
ITIL Based Service Desk
3rd Tier ITIL Based Service Desk
Case Management
Computer Monitoring
Computer Optimization and Management
Asset Management
Microsoft 365, Microsoft Windows, Google Workspace, and Apple macOS Support
Software Patch Management
Virus, Spyware, and Adware Software License
Virus and Malware Removal
Line of Business Application Support

System Support
Server Monitoring
Server Optimization and Management
Asset Management
Event Log Monitoring
Log File Maintenance
Software Patch Management
Virus and Malware Removal
Backup Monitoring and Administration

Network Support
ITIL Based Service Desk Software
Case Management
Asset Management
Router Management24x7 SNMP Monitoring
Firmware Updates
Routing Table Management
VLAN Management
Utilization Monitoring
Firewall/VPN Management24x7 SNMP Monitoring
ISP Management
Firmware Updates
Firewall Rule Management
Unified Threat Management (UTM) Updates
Utilization Monitoring
Switch Management24x7 SNMP Monitoring
Firmware Updates
Routing Table Management
VLAN Management
Utilization Monitoring
Wireless Access Point Management24x7 SNMP Monitoring
Firmware Updates
UPS with SNMP Management24x7 SNMP Monitoring
Input Voltage Monitoring
Battery Monitoring
Power Loss Monitoring
Battery Failure Response and Remediation (with manufacturer support)
VoIP Phone Vendor Management

Security Support
Baseline Security
Security Awareness Training 
Identity Management
Multi-Factor Authentication
Protective DNS
DarkWeb Protection 
Mobile Device Management
DMARC & DKIM Email Security
Co-managed Documentation
Email Encryption and Archiving
Cloud Backup

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Minimal unexpected downtown, and minimal disruption to business operations. 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Xterra strove to keep to established project delivery timelines, and was very communicative when there was any delay or other impactful changes. 

What was your primary form of communication with Xterra Solutions, Inc.?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

They never shy away from going above and beyond.

Extremely flexible approach to problem solving that took our needs into consideration, rather than pushing a single solution.

Are there any areas for improvement or something Xterra Solutions, Inc. could have done differently?

Nothing specific that comes to mind!

BACKGROUND

Please describe your company and position.

 I am the IT Manager of a financial services company 

Describe what your company does in a single sentence.

We are a financial services firm.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Xterra Solutions, Inc. to accomplish?

• End user IT support
• Infrastructure support

SOLUTION

How did you find Xterra Solutions, Inc.?

Referral

Why did you select Xterra Solutions, Inc. over others?

• Close to my geographic location
• Pricing fit our budget
• Good value for cost
• Company values aligned

Describe the scope of work in detail. Please include a summary of key deliverables.

Xterra Solution is our IT MSP.  They provide our company mainly remote support services.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

End user reviews

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Xterra Solutions, Inc. has always been responsive to our company's needs.

What was your primary form of communication with Xterra Solutions, Inc.?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

I don't have anything specific other than Xterra has been a good fit for our company.  

Are there any areas for improvement or something Xterra Solutions, Inc. could have done differently?

None.

BACKGROUND

Please describe your company and position.

I am the Controller of a private equity firm

Describe what your company does in a single sentence.

Private equity firm.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Xterra Solutions, Inc. to accomplish?

• Managed Service Provider
• Network infrastructure implementation and ongoing support

SOLUTION

How did you find Xterra Solutions, Inc.?

Referral

Why did you select Xterra Solutions, Inc. over others?

• High ratings
• Pricing fit our budget
• Good value for cost
• Referred to me

How many teammates from Xterra Solutions, Inc. were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

IT Service Management that includes 24/7 end-user support, proactive monitoring and management, IT Strategy and planning, IT asset management, IT procurement, vendor and license management, budgeting, full cyber security stack and monitoring. 

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Budget and timeline, both were met. 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They provide high-quality project management, with clear communication about deliverable dates and transparency about progress. They also provided regular written communication and meeting availability. 

What was your primary form of communication with Xterra Solutions, Inc.?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Responsive and thoughtful service from highly skilled and personable techs. 

Are there any areas for improvement or something Xterra Solutions, Inc. could have done differently?

Look forward to Xterra expanding their footprint for local service. 

BACKGROUND

Please describe your company and position.

I am the Director of a financial services company 

Describe what your company does in a single sentence.

Finance and investment

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Xterra Solutions, Inc. to accomplish?

• Managed Services for IT

SOLUTION

How did you find Xterra Solutions, Inc.?

Referral

Why did you select Xterra Solutions, Inc. over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Xterra Solutions, Inc. were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Desktop IT services, Networks, firewalls, security. The whole enchilada

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

The MSP was extremely effective. They had great resources, a great attitude, and a great delivery

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Yes on time and on budget. We are happy

What was your primary form of communication with Xterra Solutions, Inc.?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

• Great knowledge, this is not an easy field
• They take their work very seriously
• Great attitude

Are there any areas for improvement or something Xterra Solutions, Inc. could have done differently?

If anything, they are a victim of their success! They have grown rapidly due to how good they are at what they do, and that it's hard to find the kind of talented techs they demand,esp after the pandemic.

BACKGROUND

Please describe your company and position.

I am the Office of the Managing Partners of GreatPoint Ventures

Describe what your company does in a single sentence.

GreatPoint Ventures is a VC firm focused on strategic investments in a tightly curated group of early-stage companies.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Xterra Solutions, Inc. to accomplish?

• Exceptional Service
• Improved experience after dissatisfaction prior MSP
• A reliable partner for our office move
• Transparent billing

SOLUTION

How did you find Xterra Solutions, Inc.?

• Online Search
• Referral

Why did you select Xterra Solutions, Inc. over others?

• High ratings
• Close to my geographic location
• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Xterra Solutions, Inc. were assigned to this project?

~30

Describe the scope of work in detail. Please include a summary of key deliverables.

IT Service Management that includes: 

• 24/7 end-user support 
• Proactive monitoring and management
•  IT strategy and planning 
• IT asset management 
• IT procurement - 1 place for all 
• IT purchasing 
• Vendor management - Apple, VoIP, Telecom, etc.
• License management – M365, Adobe, etc. 
• IT Budgeting 

Full IT toolset: Okta SSO, Duo MFA, Umbrella, DarkWeb monitoring, vulnerability scan on deploy using Qualys, and several other tools.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Reduction in technology related downtime. Prompt response and resolution to issues raised.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Always responsive and able to keep support requests from feeling like a chore.

What was your primary form of communication with Xterra Solutions, Inc.?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Exceptional service! Friendly team that's easy to work with. Their willingness to take on ad-hoc requests is impressive.

Are there any areas for improvement or something Xterra Solutions, Inc. could have done differently?

Currently we have zero issues!