Paid Over $16,000 Across Two Engagements and Still Cannot Obtain Basic Service Records…read more
I initially retained XCape for managed IT services that included Remote Monitoring and Management (RMM), Endpoint Security, Help Desk support, and Virtual CTO services. Over the course of that engagement, I paid more than $6,000 for those services.
According to XCape's own proposal, the engagement was supposed to include proactive monitoring, security management, technical support, infrastructure planning, and Virtual CTO services. Based on the services described, I expected documentation, reporting, recommendations, assessments, monitoring records, ticket histories, and related work product. I also repeatedly requested on-site assistance and never received an on-site technician.
Despite those concerns, I continued to place trust in the company and later engaged XCape for a separate software-development project known as Project Harold, paying an additional $10,000 advance.
When that project also failed, I began requesting the operational and security records relating to my systems and the services XCape represented it had been providing, including monitoring records, security records, inventories, assessments, recommendations, reports, access records, ticket histories, and related documentation. I also requested assistance identifying administrative access, credentials, repositories, monitoring systems, and other infrastructure to which XCape personnel had access.
As of the date of this review, I have not received documentation sufficient to satisfy those requests.
The relationship ultimately deteriorated further and resulted in litigation-hold notices, formal demands, complaints submitted to multiple consumer and regulatory agencies, and pending litigation.
Technology projects can fail. My concern is different. After paying more than $16,000 across two separate engagements, I was left asking basic questions about what services had actually been performed, what records existed to support those services, and what documentation would be produced when requested.
Prospective customers should insist on contemporaneous documentation, reports, recommendations, monitoring records, ticket histories, and clearly defined deliverables throughout the engagement rather than waiting until a dispute arises.
Photos Included
Photo 1: Support ticket requesting immediate security, access-control, preservation, and transition assistance relating to systems XCape managed.
Photo 2: XCape Invoice #2416 reflecting charges paid for Remote Monitoring & Management (RMM), Endpoint Security, Help Desk Support, and Virtual CTO services.
Photo 3: XCape's written proposal describing the RMM, Endpoint Security, Help Desk, and Virtual CTO services represented as being provided under the engagement.
