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IT Support Services
Information technology (IT) support comprises procedures intended to maintain failsafe IT workflows and reduce IT costs. ScienceSoft’s IT support services are backed with 15 years of experience in help desk and application support and include IT help desk, Network Operations Center (NOC) and software support to guarantee superior user experience and on-the-go improvement of your IT processes. Read more on https://www.scnsoft.com/it-support
Scope of IT Components We Tackle
ScienceSoft can take care of all your IT infrastructure components – from daily monitoring and management to long-term continuous optimization and evolution.
What You Get with IT Support Services 4
Multi-tier incident resolution pipeline:
- L1. A user support team.
- L2. A technical support team.
- L3. A team of software engineers.
Detailed descriptions of the IT infrastructure and operating procedures:
- SOPs for ticket resolution, change and incident management, CI/CD flows.
- Network maps.
- Configuration management database.
- Infrastructure improvement plan. Read more on https://www.scnsoft.com/it-support
Self-service training materials for users:
- Knowledge base articles.
- FAQs.
- User manuals.
User satisfaction and adoption improvements:
- UX testing/monitoring.
- Surveys and user experience studies with CSAT improvement plans based on their results.
Regulatory compliance assessments
- IT environment benchmarking against PCI DSS, HIPAA, etc.
- Compliance gap mitigation plans.
Regular and transparent reporting:
- Service level reports.
- Maintenance reports.
- Health check reports.
- Security assessment reports.
- Incident reports with root cause analysis.
Why Choose ScienceSoft
- 33 years of experience in information technology.
- 15-year experience in help desk and application support.
- 14 years of experience in ITIL-compliant IT service management.
- Partnerships with Microsoft, AWS, ServiceNow, IBM, Salesforce, Oracle, Adobe.
- 700+ professionals on board.
- Ability to bring value in every project, as proved by the prestigious Global Outsourcing 100 listing.
- 1,200+ happy clients worldwide: from North America and Europe to Australia and New Zealand.
- ISO 9001-confirmed quality management system rooted in quality-oriented company processes and policies, value-driven approach to collaboration and result-oriented people.
- Safety of the customers’ data we access ensured by the ISO 27001-certified unfailing security management system.
- Broad time zones coverage: from GMT -9 in North America to GMT +13 in New Zealand.
Feasibility analysis of IT support projects
Before we take up your app or infrastructure support, we analyze TCO and ROI of supported assets and assess how far these financial estimates will be improved after we commence the support.
Result-oriented service and transparent reporting
Our IT support activities and service quality are reflected in regular reports with clear metrics for strict compliance with service level objectives. We use the following KPIs:
- Change requests implemented.
- Change requests waiting in the backlog.
- Satisfaction of key stakeholders.
- User satisfaction. Application availability.
- MTTR (Mean Time to Recovery).
Focus on long-term collaboration
We believe that long-term IT support is mutually beneficial for a customer and a service provider, as a longer service term means fewer transition periods and integration phases for the customer and well-tailored working routines for the support team.
Why Choose ScienceSoft
ScienceSoft proved to be a professional service provider from the outset. We appreciate their proactive approach and ability to suggest improvements to a prospective solution on both architectural and business levels. We know we can always rely on ScienceSoft’s various competencies when our clients require quality software which would facilitate their business success.
Mikhail AnfimauSenior Solution Architect, Leo Burnett
ScienceSoft proved to be a professional service provider from the outset. We appreciate their proactive approach and ability to suggest improvements to a prospective solution on both architectural and business levels. We know we can always rely on ScienceSoft’s various competencies when our clients require quality software which would facilitate their business success.
Mikhail AnfimauSenior Solution Architect, Leo Burnett
ScienceSoft proved to be a professional service provider from the outset. We appreciate their proactive approach and ability to suggest improvements to a prospective solution on both architectural and business levels. We know we can always rely on ScienceSoft’s various competencies when our clients require quality software which would facilitate their business success.
Mikhail AnfimauSenior Solution Architect, Leo Burnett
ScienceSoft proved to be a professional service provider from the outset. We appreciate their proactive approach and ability to suggest improvements to a prospective solution on both architectural and business levels. We know we can always rely on ScienceSoft’s various competencies when our clients require quality software which would facilitate their business success.
Mikhail AnfimauSenior Solution Architect, Leo Burnett
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The Financial Times Includes ScienceSoft USA Corporation in the List of Americas’ Fastest-Growing Companies 2022
ScienceSoft is one of 500 companies with the highest compound annual growth rate in revenue. This achievement is a result of our unfailing commitment to provide high-quality IT services and find best-value solutions to clients’ needs.
Our Selected IT Support Projects
Development and Support of Software Products for Life Science Companies
For over 10 years, a scalable team of 8-29 ScienceSoft’s specialists provides development and support services for a provider of biotechnology, drug discovery and chemical research services. Currently, our team covers such directions as services, support, development and testing.
Magento Migration and Managed Support for a Restaurant Supplier
For 4+ years, ScienceSoft helps a restaurant supplier evolve their Magento multistore and launch new branded storefronts for new clients.
L2, L3 Support of a Marketing Campaign Management Solution
ScienceSoft delivers professional L2, L3 support services for a large advertising agency, allowing for sustainable work of a complex microservices-based solution that manages big data processing and is integrated with multiple external systems.
Knowledge Management Software Support for a US Corporation
ScienceSoft has been successfully providing support services to a US multi-business corporation for their knowledge management solution that is applied in drug discovery, medical diagnostics, and other human and environmental health areas.
IT Infrastructure Support for a Private Diversified Business
ScienceSoft has provided complete IT infrastructure support services for a European private diversified business.
Structured Data Capture Application Support for a UK Software Company
ScienceSoft’s team has been successfully supporting a structured data capture solution for an international provider of scientific software for the companies operating in biotechnology, chemicals, and other industries.
Cloud Infrastructure Maintenance and Support for a European SaaS Provider
A SaaS provider with a cloud park of 300 servers needed help with improving their infrastructure as well as creating new services. Our DevOps offered a new, cost-effective solution by consolidating the existing servers with the help of VMware and provided consultations on how to increase scalability and performance.
Data Center Infrastructure Deployment and Support
We helped to deploy an infrastructure with 80 physical servers and 200 virtual machines using Vblock Systems – an integrated infrastructure platform. ScienceSoft team also assisted in migrating the legacy data center to another location in a different city.
Managed IT Support for Apache NiFi
With managed IT support for Apache NiFi that ScienceSoft delivered, the Customer benefited from the overall improvement of their big data ecosystem: big data processing became 10 times faster and the stability increased from 50% up to 99%.
Choose Your Service Option
IT Help Desk
L1, L2, L3 support for enterprises, software companies and MSPs.
- Introduction of efficient SOPs and ITSM processes.
- Resolution of reported incidents.
- User satisfaction rate management.
- Knowledge base maintenance.
- Regular reporting.
We offer fully managed help desk services or provide dedicated help desk teams. White-label cooperation is possible.
Network Operations Center
- Preventive monitoring of IT network with L2, L3 support.
- NOC setup and introduction of efficient workflows and policies.
- 24×7 network monitoring, health checks, incident resolution.
- Regular reporting.
Application Support
L1, L2, L3 support and proactive improvement of your cloud or on-premises application, including:
- Monitoring, testing, code reviews.
- Configuring, hot fixes, code changes.
- Cloud consumption optimization.
- User satisfaction rate management.
- Regular reporting.
Full IT Support
Comprehensive support of your IT infrastructure, including:
- IT help desk.
- Network Operations Center.
- Software support.
Why ScienceSoft’s IT Support Matters
-50%
IT support costs
-20%
cloud costs
99.96-99.99%
app availability
+20-40%
user satisfaction
-10%
app issues
Get Your Stable and Efficient IT with Least Effort!
ScienceSoft professionals will conduct close monitoring of your IT infrastructure or its components and set up efficient IT support workflows.
LAUNCH RESULT-ORIENTED IT SUPPORT!
All about IT Outsourcing
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Outsourcing
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Help Desk
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NOC Services
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