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ScienceSoft Answers FAQ About IT Service Delivery

Welcome to our FAQ page. If you're curious about ScienceSoft’s background, people, processes, or approaches, you're in the right place. If you don't find an answer to your question, please don't hesitate to contact us for direct assistance.

About ScienceSoft

How long have you been in business?

We have been providing IT consulting and software development services for 35 years, since 1989. In that time, we’ve completed over 3,600 projects and served more than 1,200 clients, from startups to Fortune 500 companies.

Where are you located? Do you offer on-site services?

We are headquartered in McKinney, TX, and have another office in Atlanta, GA. In addition, ScienceSoft has branches in Fujairah (UAE), Riyadh (KSA), Riga (Latvia), Vilnius (Lithuania), Warsaw (Poland), and Vantaa (Finland).

We know the specifics of the regions in which we operate and ensure our software complies with the relevant global and local standards and regulations. These include but are not limited to HIPAA for healthcare data protection in the US, GDPR for data privacy in the European Union, and SAMA regulations for financial operations in Saudi Arabia.

We are always available for on-site visits.

How big is your team?

ScienceSoft is a team of 750+ professionals: IT consultants, project managers, solution architects, software developers, QA engineers, cybersecurity and DevOps experts, data scientists, compliance consultants, and more. Over 50% of our talent pool are senior-level experts.

What types of customers do you serve?

We serve diverse clients, from mid-sized and large enterprises and institutions to product companies, managed service providers (MSPs), and startups.

What industries do you specialize in?

ScienceSoft has hands-on experience in over 30 industries. We delve deep into the specific risks, opportunities, and IT best practices of each sector, including:

Can you provide examples of projects you've completed in my domain?

You can explore ScienceSoft’s past projects by visiting our case studies page. Use the filters to find the projects most relevant to your industry and needs.

For more detailed information or references, please don't hesitate to contact us directly. We would be happy to provide you with all the background you need to make an informed decision about our services.

What technologies do you work with?

ScienceSoft’s talents are proficient in Python, Java, C#, .NET, PHP, Golang, JavaScript, React Native, Swift, Objective-C, Kotlin, Azure, AWS, GCP, Kafka, Spark, Hadoop, Docker, Kubernetes. We also have a background in advanced techs (blockchain, AR/VR, AI/ML, IoT).

For a complete list of the tools we work with, visit the dedicated Technologies page.

Do you have partnerships with other technology vendors?

We have long-term partnerships with MicrosoftAWS, Oracle, Adobe, and ServiceNow.

You’re welcome to visit our dedicated page: Our partners.

Do you have client testimonials?

130+ satisfied clients generously shared their experience of working with ScienceSoft. Even more testimonials are available on request.

For additional insights into ScienceSoft's performance, there are 37 detailed reviews available on Clutch.

Pricing

What is your pricing model?

We offer various pricing models: time and materials (T&M), T&M with a cap, fixed price, monthly subscription fee, or per-ticket fee

Learn more: Pricing Models at ScienceSoft.

How much will a specific service cost?

To get a free ballpark estimate, please visit our dedicated pricing page, where you’ll find dedicated cost configurators for most of our solutions and services.

If you’d like to request a tailored quote directly, feel free to reach us via email, phone, live chat, or the contact form.

Discussing a Potential Project

I have a project in mind. Who should I contact to discuss it?

Choose the most convenient way to reach us:

  • Live chat for quick clarifications or information about our services, with an average response time of 30 seconds.
  • Email us at contact@scnsoft.com or use any contact button on our website for a response within 1–2 hours to one business day (on holidays and weekends).
  • Call us at +1 214 306 68 37 or +1 972 454 47 30 for the fastest response. We are available 24/5.

Learn more: How to start.

How can I book a meeting with a specialist?

To schedule a meeting with our specialists, you can use our live chat for immediate assistance, email us at contact@scnsoft.com, or call us directly at +1 214 306 68 37 or +1 972 454 47 30 for a prompt response.

Our communications team will connect you with the right specialist. Please share a brief project description and specific questions or topics you'd like to cover. Knowing the agenda in advance, our experts will come fully prepared to dive into your particular case.

Can you help with the feasibility study?

Yes, of course. We understand how crucial it is to assess the practicality and potential success of your project before moving forward. Our process includes a thorough analysis of technological, economic, and operational aspects of the proposed IT initiative to ensure your project is viable and sustainable in the long term.

Learn more:

Starting a Project

Can you join our project at any stage?

Yes, we can join your project at any stage, be it early design, ongoing development, or post-launch support. Our experts are trained to quickly align with your project's goals, workflows, and tools, making the transition as smooth and effective as possible.

Can you take over the project from a different IT vendor?

Absolutely, we’ve got you covered. We will conduct a comprehensive audit of the existing project documentation, software and data storage, security tools, network, hardware components, development environments and deployment pipelines to understand the current project state and priority directions. Then, we will perform a knowledge transfer, working closely with the previous provider (if possible) to facilitate a smooth handover that includes detailed walkthroughs of the project setup, architecture, and any known issues.

To manage the transition effectively, we implement a phased approach, starting with non-critical environments and systems. We ensure regular updates and open lines of communication with all stakeholders to address concerns and ensure everyone is aligned on expectations and progress.

Service Delivery

Do you sign an SLA?

Yes, we sign a service level agreement (SLA), which defines the:

  • Service scope.
  • Project timelines.
  • Metrics to assess efficiency, quality, and performance.
  • Change handling processes.
  • Mechanisms for issue reporting, escalation, and resolution.
  • Penalties for failing to meet the agreed standards.

How do you establish communication with your clients during project delivery?

Our approach is based on:

  • Strategic collaboration planning.
  • Flexible tuning of communication flows, forms, intensity, and frequency.
  • Open and honest discussion within teams and with clients.
  • Ongoing assessment of communication efficiency.

Follow the link to check our practices for effective collaboration in software development projects:

  • A sample RACI-based collaboration model.
  • Tactical collaboration forms.
  • Our collaboration toolkit.

What project reporting tools do you use?

Among our key reporting tools are Jira, Trello, Asana, Basecamp, Azure DevOps.

Learn more: ScienceSoft’s approach to software development reporting

Can you accommodate changes in project scope, and how does it impact the timeline and budget?

We have a dedicated change control process to effectively manage any alterations to the project's scope. Before introducing any changes, we thoroughly analyze their potential impact. For feasible changes, we obtain the customer's approval, guaranteeing that all modifications align with their expectations and requirements.

Learn more: Сhange management at ScienceSoft

Do you offer 24/7 support?

On a 24/7 basis, we can monitor your IT infrastructure or its components and provide L1 (user support team resolves basic user-side issues), L2 (technical support handles complex tech problems and basic infrastructure requests and issues), and L3 support (team of engineers tackles complex infrastructure issues and requests and resolves app issues via code modifications).

Do you provide documentation for the implemented systems and solutions?

We thoroughly document all important decisions regarding the implemented IT solution/process to ensure its easy maintenance and evolution in the future. We also integrate knowledge sharing into our operations and consistently share all necessary documents with your stakeholders, ensuring they are always informed.

Learn more:

Do you provide ongoing support and maintenance after software delivery/modernization?

During the first 1–3 months after we delivered the software, our team:

  • Answers users’ questions and resolves user issues (if any).
  • Manages incidents, configuration changes, and updates.

After these 1–3 months, we’re ready to offer continuous maintenance and evolution of your software, as well as L1–L3 support — all as separate services.

What does the knowledge transfer to our team look like? Do you provide training?

At ScienceSoft, we ensure a structured knowledge transfer process to equip your team with the necessary insights and skills for sustained success. We offer:

  1. Сomprehensive yet concise and well-structured documentation that covers each project decision we've made.
  2. Hands-on training sessions, allowing your team to apply new knowledge in real-world scenarios.
  3. Ongoing support and Q&A sessions after the knowledge transfer.
  4. A feedback loop, assessing the effectiveness of the training and making adjustments as necessary.

Service Quality

How do you ensure service quality?

To provide high-quality software and services, ScienceSoft has developed a comprehensive quality management system that relies on quality-centered leadership, committed and skilled employees, transparent KPIs, data-driven decision-making, quality controls throughout the SDLC, and more.

Are you ISO-certified?

Yes, ScienceSoft holds ISO 9001, ISO 27001, and ISO 13485 certifications.

  • ISO 9001: Ensures consistent delivery of high-quality products and services.
  • ISO 27001: Demonstrates commitment to securing customers’ data and reducing the risk of information breaches.
  • ISO 13485: Guarantees that products or services related to medical devices meet international quality and regulatory standards.

Intellectual Property

How do you handle our intellectual property? Who owns the code?

Before our first project discussion, we can sign a non-disclosure agreement (NDA). We understand the value of your ideas and innovations and are committed to protecting them.

Moving forward, our Master Service Agreements (MSAs) guarantee that you retain legal ownership of all intellectual properties, including the code developed throughout our partnership.