IT Infrastructure Support
On Duty 24/7 to Ensure Your IT Environment Functions Flawlessly
In IT service management since 2008, ScienceSoft helps companies get sound and secure IT infrastructures, reduce maintenance costs, and increase user satisfaction.
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IT infrastructure support services include administration, management and troubleshooting of the on-premises, cloud or hybrid IT environment, ensuring its stability, safety and high performance.
On a 24/7 basis, ScienceSoft can keep an eye on your servers, networks, databases and other IT infrastructure elements and provide proactive and reactive support.
The Scope of Our IT Infrastructure Support Services
- Analyzing existing IT infrastructure components.
- Defining IT infrastructure problems and designing a mitigation plan.
- Setting IT infrastructure improvement objectives.
- Designing a new infrastructure or its components (including cloud).
- Determining technologies to introduce to the IT infrastructure or to migrate it to the cloud.
- User administration.
- Software configuration.
- Software updates.
- Troubleshooting.
- Finding and resolving root causes of incidents.
- Emergency recovery.
IT infrastructure monitoring 24/7
- Setting up and configuring monitoring tools (Prometheus, Nagios, etc).
- Providing reports on resource consumption and the performance of IT infrastructure components.
- Automating the ticketing process to promptly solve the issues revealed during monitoring.
- L1 user support.
- L2 tech support.
- L3 advanced tech support (requiring code-level fixing).
IT infrastructure enhancement
- Planning and designing changes and expansions of the IT infrastructure.
- Implementing changes either on our own or in collaboration with your in-house team.
- Delivering training and release notes to the changed IT infrastructure for your IT support team.
- Drawing up a migration plan, including risk management.
- Configuring cloud infrastructure.
- CI/CD configuration in the cloud.
- Workloads and app migration.
- Cloud infrastructure optimization for cost reduction.
- One-time/regular compliance assessment with industry standards (HIPAA, PCI DSS, GDPR, etc.).
- Vulnerability assessment.
- One-time/regular (quarterly, annually) penetration testing.
IT Components We Support
Why Choose ScienceSoft?
- 34 years in IT.
- 16 years of experience in help desk and application support.
- 15 years of experience in ITIL-compliant IT service management.
- 1,200+ satisfied customers globally, including the US, European countries, Singapore, Australia, and New Zealand.
- Microsoft partner, AWS Select Consulting Partner, IBM Business Partner.
- For the second straight year, ScienceSoft USA Corporation is listed among The Americas’ Fastest-Growing Companies by the Financial Times.
- Ability to bring value in every project, as proved by the prestigious Global Outsourcing 100 listing.
- ISO 9001-based quality-first approach to service delivery to implement projects in accordance with the customers' quality, time, and budget expectations.
- Complete safety of your data we access guaranteed by our fault-proof security management system: ISO 27001-based internal security policies, professional teams and reliable techs.
IT Pains That Our Infrastructure Support Can Cure
ISSUE
FIXED
High costs of IT support management and staff.
A self-managed team of IT professionals acting proactively and on the ITIL principles.
Solve with ScienceSoft
ISSUE
FIXED
Low availability of apps and their frequent failures.
App performance monitoring and upgrades for high performance and scalability.
Solve with ScienceSoft
ISSUE
FIXED
Unsatisfied customers and unproductive employees.
User surveys and CSAT improvements. User knowledge base maintenance for informative self-service.
Solve with ScienceSoft
Prominent IT Infrastructure Support Cases
Cloud Infrastructure Maintenance and Support for a European SaaS Provider
ScienceSoft’s team updated the 300-server infrastructure making it more cost-effective and operable. Our DevOps engineers continue to support and troubleshoot it on an 8/5 basis: regularly modernize and optimize database systems, anti-virus protection, CMS, file-server systems, local network and more.
Remote IT Support for a US Telecommunications Services Provider
ScienceSoft performed code refactoring of .NET-based web applications to optimize the existing algorithms and eliminate code duplications. Our team continues to support, troubleshoot, and introduce changes to the web apps.
IT Infrastructure Support for a Private Diversified Business
In compliance with ITIL standards, ScienceSoft provides L2–L3 support for 28 infrastructure components. With professional support from ScienceSoft, the Customer enjoys stable operation of critical resources, secure network connection, structured data management, and more.
L2, L3 Support of a Marketing Campaign Management Solution
ScienceSoft is responsible for L2–L3 support of a complex web-based marketing solution. ScienceSoft’s team ensures the system’s smooth operation and seamless introduction of new components. Thanks to expert L2–L3 support, the user satisfaction rate reached 97%.
Data Capture Application Support for a UK Software Company
ScienceSoft’s team carries out NOC monitoring, multi-tier support (L1, L2, L3) and customization for the Customer’s data capture solution. The product’s end users enjoy fast issue resolution and a stable and smoothly operating platform.
Deliverables of Our IT Infrastructure Support
With ScienceSoft, you can always keep track of IT infrastructure activities. During service delivery, we provide transparent and regular documentation:
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Technologies We Leverage
Highlights of ScienceSoft’s IT Infrastructure Support Services
Preliminary assessment of support feasibility
We assess the impact of our technical infrastructure support by comparing actual and expected TCOs. Should your IT infrastructure require improvements or significant changes, we devise a well-grounded Proof of Concept.
Focus on long-term IT support
Having mature ITSM processes and a wide pool of IT professionals on board, we ensure high service scalability and successfully manage long-term IT support projects.
Service management based on SLO and KPIs
We establish SLO in cooperation with you and offer detailed KPIs (service availability, response time, CSAT, etc.) to provide quality self-managed IT infrastructure support services.
Smart approach to cost optimization
We can reduce your IT infrastructure costs by implementing the Infrastructure as Code approach, configuring optimal cloud consumption, and ensuring efficient human resource utilization.
Choose Your Service Option
One-time IT infrastructure support
We perform:
- Prototyping, assessment, design of your cloud initiative.
- Cloud migration, optimization and improvement of your IT infrastructure.
See the related services for more details:
Continuous IT infrastructure support
We carry out managed, co-managed infrastructure support or fill your IT support resource gaps:
- Monitoring, administration and optimization of your IT infrastructure.
- L1-L3 IT support.
See the related services for more details: