Automous on Working With ScienceSoft

We did a broad search for an L1 helpdesk partner with 24/7 capability at reasonable cost given our limited support traffic. This was a tricky combination for many partner candidates.

For over one and half years, ScienceSoft’s L1 agents have now supported our clients from the energy sector. The agents monitor incoming requests 24/7, check relevant logs, communicate with users, and escalate tickets when needed to our in-house L2 developers for investigation.

Our L1 support traffic has continued to be limited, which we consider a success in itself, but knowing that ScienceSoft is always monitoring the support channels means we can meet bigger league SLA requirements and that our team can focus on R&D and expanding our technology to support more complex energy sites. We appreciate the ScienceSoft team’s timely communication and well-documented escalations, which help our developers investigate issues more efficiently when needed.