Xterra Solutions, Inc.

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.

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.

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

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.