Case Study: Indoor Air Quality Solutions Manufacturer achieves 98% L2 issue resolution with ScienceSoft

Indoor Air Quality Solutions Manufacturer achieves 98% L2 resolution rate with ScienceSoft

The customer, an indoor air quality solutions manufacturer, required dependable 24/7 L2 infrastructure support. Their in-house IT team was fully occupied with a project to migrate SQL servers to the Azure cloud, leaving a need for a vendor to resolve basic infrastructure issues across their global offices. They turned to ScienceSoft for this service.

ScienceSoft assigned a dedicated team of twelve L2 engineers to provide 24/7 monitoring and troubleshooting. The solution successfully resolved an average of 150 tickets per month, achieving a 98% resolution rate. This allowed the customer's IT team to focus on their cloud migration project. ScienceSoft's performance led to an extended collaboration, with the customer later involving ScienceSoft's L3 engineers to assist with the server migration.