L2–L3 Infrastructure and Application Support for a Diagnostic Company

About Our Client

The Client is a US diagnostic company that provides specialist consultations to partnering clinics.

Medical Imaging Software and IT Infrastructure Required Specialized Support

To provide time-sensitive consultations to US clinics, the Client relies on PACS systems, platforms for uploading and routing medical images, and other specialized software. The Client also maintains a complex IT infrastructure that hosts all of its applications and integrates with its partners' medical systems.

As the number of applications and the complexity of the environment grew, the Client could no longer efficiently manage its IT in-house and began searching for a trustworthy support vendor to outsource application support and infrastructure management. An important consideration was the vendor's proficiency in HIPAA compliance for healthcare cloud environments to be able to maintain the security of the infrastructure in the long run.

Due to ScienceSoft's extensive expertise in healthcare IT support and practical knowledge of healthcare image exchange and analysis software, the Client reached out to ScienceSoft for multi-tier support for its applications and IT infrastructure. After signing a Business Associate Agreement (BAA) to comply with HIPAA, ScienceSoft embarked on the project.

24/7 Medical Cloud Infrastructure Management and Application Support

To meet the Client's support needs, ScienceSoft assembled separate L2 and L3 support teams. The L2 team is responsible for 24/7 monitoring and management of the Client's medical cloud infrastructure, including networks, servers, and backup systems in AWS and Azure. Meanwhile, L3 engineers handle tasks related to managing the Client's applications, including functions such as:

• Implementing and maintaining connections between medical applications (e.g., between PACS systems and platforms for uploading medical images).
• Monitoring and regularly updating PACS systems and platforms for uploading medical images.
• Identifying and troubleshooting medical application issues.

The Client's employees report incidents and support requests via phone or email. ScienceSoft's support team answers calls within 60 seconds and responds to email requests within 30 minutes. Consistently maintaining such short response times was a crucial requirement for the Client, as any service delays and software downtimes could stall clinical decisions.

ScienceSoft's specialists provide status updates for critical incidents every 30 minutes until resolution, for high-priority incidents — every 4 hours until resolution, for medium-priority incidents — within 24 hours, and for minor incidents — upon request.

While managing the Client's IT infrastructure and applications, ScienceSoft's support team also continuously studies the root causes of recurring incidents. Many of the underlying issues turned out to be insufficient usability, responsiveness, and code quality of one of the medical image applications, which the team reported to the Client.

Recognizing the impact these issues can have on user satisfaction and platform performance, the Client engaged ScienceSoft to assess its platform and implement targeted improvements to optimize its functionality and user experience.

24/7 Healthcare IT Support Prevents Delays in Diagnostics

With ScienceSoft's L2 team managing IT infrastructure 24/7 and the L3 team supporting medical applications, the Client is able to deliver life-saving solutions and services to clinics at maximum speed and quality.

Technologies and Tools

AWS, Azure, Atlassian Jira, Atlassian Confluence, Microsoft Teams, Microsoft Outlook.