Technical Support Outsourcing
Outsourced technical support serves to resolve incidents in your IT infrastructure time- and cost-effectively. ScienceSoft is an IT support services company implementing a proactive approach to IT incidents resolution. We analyze the issues' root causes to prevent related problems and can perform continuous monitoring of your IT infrastructure.
How We Cure Your IT Pains
Inefficient IT support workflows.
Highly automated and well-documented incident management procedures.
High infrastructure costs.
Proven ITSM practices to deliver efficient support at a competitive price.
Optimized cloud consumption.
Raw fixes and updates compromise performance and UX.
Fast and reliable integration of changes with mature CI/CD pipelines and IaC.
Lack of in-house expertise in specific IT domains.
Experienced L1 agents and L2, L3 support engineers and administrators quick to see into your processes.
IT Infrastructure Components We Support
With 750+ IT professionals aboard, ScienceSoft provides outsourced technical support of networks; databases, data warehouses, and on-premise data centers; cloud-hosted services; enterprise software ecosystems and separate applications; cybersecurity solutions; and more.
Our Tech Support Deliverables
Documented IT infrastructure and IT processes:
- SOPs for ticketing, incident handling, change management, CI/CD, etc.
- Network diagrams.
- Architecture descriptions.
- Improvement plans.
Guiding materials for users:
- Knowledge base
User feedback assessment reports
with action points to increase the satisfaction score.
Regulatory compliance reports
with assessment of IT infrastructure components' compliance with domain-specific regulations and a compliance gap mitigation plan.
Regular reporting on the continuous tech support activities:
- Service level reports.
- Quarterly maintenance reports.
- Health check reports.
- Security reports.
- Incident reports with root cause analysis.
Why Choose ScienceSoft
- Over 16 years of expertise in help desk services and software support.
- Mature ITSM processes backed with 15 years of experience.
- Partnership with Microsoft, AWS Select Services Partner.
- Clockwork operation of 750+ employees on board.
- ISO 9001-certified quality management system rooted in quality-first culture, result-driven employees and transparent service delivery.
- Customers' data safety ensured by our ISO 27001-certified information security management system built on mature practice-proven processes, cybersecurity-savvy people and modern security tools.
- Industry-wide experience - healthcare, retail, manufacturing, financial services, marketing and advertising, etc.
- Serving worldwide 24/7: North and South America, Europe, the Middle East, Asia, Australia.
Benefits of Technical Support by ScienceSoft
Listed on the prestigious Global Outsourcing 100 among the top advisors and consultants, ScienceSoft is devoted to bring additional value in every project and help our customers win.
Reduced IT infrastructure costs
ScienceSoft ensures 50% of tech support costs' reduction due to the higher yield of IT processes. It is achieved through implementing:
- Proven ITIL-based tech support processes.
- Smart escalation matrix for IT infrastructure issues.
- Proactive infrastructure improvements.
Quick response to user requests
Our technical support outsourcing company offers:
- 40-second response time to 90% of incoming user calls.
- 30-minute response to help desk email tickets.
- Servicing shifts: 24/7, 12/7, 12/5, 8/5 (bound to your business hours or specific needs).
Prompt apps' re-configuration and code fixes
We introduce emergency code changes within 8 working hours and implement functional extensions to apps within 1 day – 2 weeks.
Cloud Infrastructure Maintenance and Support for a European SaaS Provider
ScienceSoft’s team kept a complex 300-server infrastructure safe and proactively improved on 8/5 shifts.
Remote IT Support for a US Telecommunications Services Provider
We provided responsive support and maintenance of multiple .NET-based web applications: troubleshooting, bug fixing, urgent introduction of changes upon request.
IT Infrastructure Support for a Private Diversified Business
We provided L2 and L3 support for 28 infrastructure components in compliance with ITIL standards during the Customer’s business hours.
L2, L3 Support of a Marketing Campaign Management Solution
L2 and L3 support for software under ongoing development to keep it stable and seamlessly introduce new system components.
ScienceSoft has been providing an excellent level of service maintaining the application’s AWS infrastructure. During our cooperation, ScienceSoft’s team has built a fault-tolerant and highly available application infrastructure with automatic crash recovery capabilities, which makes our web application stable and high-performing. We would certainly recommend ScienceSoft as a reliable service provider.
Business Development Director
Give Back Wireless
Due to our business growth, we decided to outsource the continuous development, support and maintenance of our proprietary internal systems. ScienceSoft coordinated knowledge transfer, discovery of our internal systems, then transitioned into supporting those systems and taking on projects to evolve their functionality. We recommend them as a trustworthy partner with skilled technical specialists on board.
Chief Information Officer
I would happily recommend ScienceSoft to anyone looking for a transparent, reliable IT support vendor. They helped us deliver several PHP-based projects, mobile applications, refactored and improved the performance of our .NET code, provided L3 support for our web services. They’re very effective and consistently meet all the required KPIs: we were guaranteed hotfix rollouts in under 24 hours, and they delivered on the promise.
Dot It Restaurant Fulfillment
ScienceSoft has been vital to our company’s growth in ecommerce over the last 3 years. We rely on the team for a variety of Magento support tasks, and they always deal with our problems fast. They are a very versatile company in terms of the number of services they provide. With their help, we’ve successfully upgraded our platform, improved our front-end UI, and developed a more efficient internal workflow to support our customers.
For the past 6 years, ScienceSoft has been a reliable partner in supporting and maintaining our HR software product. They have fixed hundreds of bugs in the product’s performance since the start of our cooperation back in 2016 and keep modernizing HR on our demand, introducing new features and tweaking existing functionality to let us better cater to our growing client base.
The Financial Times Includes ScienceSoft USA Corporation in the List of the Americas’ Fastest-Growing Companies 2023
For the second year in a row, ScienceSoft USA Corporation ranks among 500 American companies with the highest revenue growth. This achievement is the result of our unfailing commitment to provide high-quality IT services and create best-value solutions that meet and even exceed our clients’ expectations.
Choose Your Service Option
Full Technical Support Outsourcing
We provide the following outsourced technical support services:
- L1, L2, L3 service desk.
- Continuous IT infrastructure monitoring.
- IT infrastructure maintenance and management (users, software, network, data centers, cloud services).
- Support of applications and their infrastructure (optional).
Tech Support Staff Augmentation
We reinforce your IT support team with our L1 agents, L2, L3 administrators and engineers:
- To cover specific infrastructure parts, application and IT processes.
- To mend temporary gaps in resources and expertise.
Why Opt For ScienceSoft’s Technical Support?
With our tech support outsourcing, you can get:
IT support costs