Xurrent
AI-native IT service and incident management with Sera AI included in every plan tier
By Xurrent · 4.2/5 Value-Position score (estimate)
Positioning guardrails
Best for
- Mid-market enterprises consolidating ITSM, incident management and status pages on one platform
- Service desk teams that want AI in every tier instead of metered add-ons or token pools
- SRE and DevOps teams replacing PagerDuty or Opsgenie for on-call and incident response
- Organizations extending service management to HR, Finance and Facilities (ESM)
- Regulated buyers needing SOC 2 Type II, ISO 27001/27018, GDPR, C5 and BYOK encryption
Ideal size: 1,000-10,000+ employees people · Scale-up or enterprise with a formal IT service desk and on-call practice
Not for
- US healthcare buyers with a hard HIPAA requirement - no HIPAA certification is claimed on the security page
- Very small teams wanting published self-serve pricing or a freemium plan
- Organizations that need heavy code-level customization rather than configuration
- Companies without a formal service desk or on-call process to modernize
Value metrics scorecard
Time-to-Value
As little as 4 weeks
~28 days to first production value
Total Cost of Ownership
On request
Quote-based, per platform user per month; AI included at every tier
Implementation Friction
2/5
Engineering + admin effort required
Value-Position score
out of 5 · model estimate
Full cost breakdown
Mandatory implementation fee
None
Seat tiers
10, 50 or 100 platform users/month (ITSM, ITSM+ESM, unlimited ESM); MSP plans
Add-on costs
- None stated: Sera AI, virtual agent and agent skills are included in every plan with no token pools or metered sessions
Company & support
Who is behind Xurrent, and how your team gets help once it is live.
Company
- Founded
- Not recorded
- Headquarters
- Not recorded
How you get support
- PhoneNot listed
- EmailAll plans
- Live chatNot listed
- Support portal / ticketsAll plans
- Community forumPlan not stated
- Help centre / docsPlan not stated
- Dedicated account managerEnterprise only
- In person / on-siteNot listed
- Hours
- 24/7
- Response time
- Not stated
Support centre and email access on all plans; higher tiers add business-hours support desk access and the top tier adds 24x7 escalation support plus a named customer success manager.
“Not listed” means the vendor’s public pages don’t mention that channel, not that it is unavailable. Ask about it during evaluation.
Market position
Where Xurrent sits against its closest alternatives. Pick any two of cost, speed, friction and buyer score, and up to 9 companies to compare.
Quadrant view
Typical annual cost × Time-to-value
The lines cross at the median of the solutions shown, so about half sit on each side of each line. A dashed ring marks an outlier pinned to the edge; hover for its value.
Companies on the chart 6 / 10
- Xurrent
- Docebo
- Smokeball
- Y Soft
- MineralTree
- Spellbook
Add or change companies
Up to 10 companies including Xurrent. Listed closest first.
Stack fit signal
Compatibility with standard B2B ecosystems.
No supported MCP path today, so it cannot be driven from an AI client.
AI & MCP readiness
What Xurrent ships in AI, and what it asks of your ecosystem.
AI features shipped
Sera AI spans the platform: AI Assist summarises requests and surfaces knowledge inside the ticket, triage/closure/knowledge agents act autonomously on intake, closure and KB drafting, and auto-classification routes inbound requests. Sera AI Studio tunes behaviour with custom instructions and golden-set testing. AI is included at every tier.
Your data & models
- Trains on your data
- Never trains on your data
- Runs on
- Amazon
- AI pricing
- Included in the plan
In your ecosystem
- AI connection
- Not supported
- Model key
- Not recorded
- AI usage audit
- Full audit trail
Compliance attestations
* IAPP AIGP certifies individuals, not products. It means named staff hold the credential — not that the platform does.
Bottom line
Xurrent is an AI-native IT service and incident management platform covering ITSM, enterprise service management, incident response and status pages, with Sera AI included in every plan tier. The vendor reports 91% AI adoption and says deployments can go live in as little as four weeks. Pricing is quote-based per platform user per month with no published list rates and no implementation fee. Compliance includes SOC 2 Type II, ISO 27001/27018, GDPR and C5 attestation.
Frequently asked questions
How is Xurrent priced?
Xurrent does not publish list prices. Plans are defined by platform users per month (10, 50 or 100) across ITSM, ITSM+ESM and unlimited ESM tiers, plus separate MSP plans. Sera AI, the virtual agent and agent skills are included at every tier with no token pools and no metered sessions. The FAQ states pricing is tailored per organisation and often cuts costs by 50% or more versus an incumbent, so you must contact Xurrent for actual numbers.
How long does implementation take and what does it cost?
Xurrent is configuration-based rather than heavily customized, which the vendor contrasts with six-month implementations and heavy professional services. Marketing material states customers can be live in as little as four weeks, and the pricing FAQ says there are no surprise implementation or module costs. Budget for internal process design and template work; treat the four-week figure as a best case for a standard ITSM rollout.
Which compliance certifications does Xurrent hold?
The security page states SOC 2 Type II reporting, ISO 27001 and ISO 27018 certification, GDPR compliance and C5 attestation, with customer data stored in the region the customer selects. Data is encrypted in transit with TLS 1.3 and at rest, and BYOK encryption is offered. HIPAA, FedRAMP and ISO 42001 are not claimed on the security page.
Does Xurrent train AI models on our data?
The vendor states that Sera AI runs on AWS Bedrock with strict isolation, that interactions are private, and that customer information is never used to train models. AI is confined to the customer tenant rather than shared or cross-tenant. AWS Bedrock is the named model platform.
Can we bring our own LLM or agents?
Yes. Xurrent ships an MCP Server for open interoperability with external LLMs, custom agents and automation frameworks, governed alongside Sera with Xurrent guardrails and logging. Sera AI Assist can also write GraphQL queries against the documented platform API from inside a request.
What support is included in each plan?
All plans include access to Xurrent support through the support centre and email, plus community, help centre and training resources. Mid-tier plans add support desk access during local business hours; the top tier adds 24x7 escalation support and a named customer success manager rather than a pooled one.