IT Support Outsourcing
Outsourced IT support by ScienceSoft is backed with 16-year-mature IT support practices and ensures scalability, cost-efficiency, and steady evolution of your on-premises, cloud, or hybrid IT infrastructure.
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Outsourced IT support services ensure smooth IT operations through prompt incident response, change request implementation, and preventive monitoring.
IT Outsourcing with Attention to Business Size Specifics
Startups and small companies
You can benefit from our flexible support packages. Choose only the services you need and have predictable monthly support expenses. With your business growth, you can adapt the support arrangements.
Mid-sized companies
Your IT infrastructure grows, becomes more complex, and longs for a multitude of IT support competencies. If having them in-house is not your priority yet, we can help you ensure your infrastructure scalability, compliance, proactive monitoring, and other important things you need at affordable rates.
Large enterprises
No matter how complex your infrastructure is, you’ll get the needed professional support. We are equally experienced in handling an enterprise’s IT operations alone and co-managing them together with your internal IT team or a third-party vendor.
About ScienceSoft
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16 years of experience in help desk and application support.
- 15-year experience in ITSM.
- Microsoft Solutions Partner.
- AWS Select Consulting Partner.
- 750 + IT professionals on board.
- Featured in the prestigious Global Outsourcing 100 listing.
- ISO 9001-confirmed quality management system rooted in quality-dedicated people and mature processes at the company and project levels.
- Customers’ data security ensured by our ISO 27001-certified information security management system built upon unfailing practices and policies, advanced techs, and security-savvy IT experts.
- Industry-wide experience - healthcare, retail, manufacturing, financial services, marketing and advertising, etc.
Our Featured IT Support Projects
Our Customers Say
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.
ScienceSoft has proven to be a great partner and a much-needed addition to our IT support team. They got on board with our processes in no time and maintained consistently high user satisfaction ever since. After two years, we know for sure they’re reliable and committed specialists. They stick to SLAs, provide competent support, and make sure incidents are resolved or escalated as soon as possible.
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.
IT Infrastructure Components We Cover
ScienceSoft can take care of all your IT infrastructure components – from daily monitoring and management to long-term continuous optimization and evolution.
Outsourced IT support is commonly a long-lasting cooperation between our client and ScienceSoft, which gives huge benefits to both. We have time to learn a client’s IT processes deeply and can offer informed optimization ideas of how to cut unnecessary spending and improve overall IT governance. And the client sees our responsible work ethics, develops genuine trust, and can fully focus on business, knowing that their IT is in safe hands.
IT Support Levels We Provide
We employ a multi-tiered support model, which allows us to allocate support resources wisely.
Tier 1
At this level, our tech-savvy support agents solve basic user-side requests and issues (e.g., software login or installation problems).
Tier 2
This is the level when we engage more narrowly specialized experts to solve technical issues with infrastructure and business software (e.g., server administration and troubleshooting).
Tier 3
The highest support level is for complex infrastructure and software requests and issues that require investigation and interference in the code. We typically involve our most experienced engineers for such tasks.
Choose Your Service Option
Outsourcing IT support
- Proactive IT infrastructure monitoring.
- IT infrastructure maintenance:
- User administration.
- Workstation management.
- Regular software configuration and updates.
- Network, data center, cloud service management.
- L1, L2, L3 support.
- Cloud usage optimization.
IT support team augmentation
Augment your IT support team with L1 support agents, and L2, L3 administrators and engineers for:
- Support of certain apps and IT processes.
- Long- or short-term filling of resource gaps.
Costs of IT Support Outsourcing
The cost of outsourced IT support services is estimated individually for each company based on the number and types of infrastructure components and processes to be covered. Please see some starting packages and feel free to request a free custom quote for our services.
Managed infrastructure support
From $36,000/year
Managed application support
From $35,000/year
L1–L2 help desk
From $38,000/year
Deliverables of IT Support Outsourcing
Increased efficiency of IT teams and IT infrastructure
- Comprehensive SOP documentation for all IT support activities.
- Network diagrams.
- Architecture descriptions.
- Configuration management database.
- Infrastructure improvement plan.
Cost-effective self-service
- Knowledge base content.
- FAQ.
- User manuals.
Improvement of customers’ satisfaction and user adoption
- CSAT improvement plans based on surveys and assessments.
- User training materials
Ensured compliance with industry regulations
- Reports on regulatory compliance.
Transparent service delivery
- Regular service reports.
- Quarterly maintenance reports (performance, security, issues, patches, backups).
- Health check reports.
- Security assessment reports.
- Incident reports with root cause analysis.
Benefits of Outsourced IT Support Delivered by ScienceSoft
The IT services outsourcing market is projected to grow rapidly at a CAGR of 8.2%. Companies increasingly outsource IT support as it’s convenient and saves them from hiring an in-house IT team. As a proactive and energetic outsourced IT support company, ScienceSoft goes further and creates more benefits for companies that trust their IT operations to us.
Optimized infrastructure costs
Before starting support activities we carry out the TCO comparison of IT infrastructure supported in-house vs. outsourced to ScienceSoft based on a thorough analysis of the current state of your IT infrastructure.
Stable infrastructure performance
Serving 24/7 to cover multiple time zones from GMT -9 to GMT+13. Fast management of incidents: first response to 90% of calls in 40 seconds, to email requests within 30 minutes; automated ticket escalation.
Timely introduction of changes
Urgent changes are implemented within 8 working hours, new app functionality is delivered in 1 day – 2 weeks.
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.
Proficient in IT Specifics of Different Industries
Our knowledge of industry-specific software helps us speed up the onboarding process and start providing support services fast.
