Case Study: MemoryShare achieves 100% issue resolution for funeral live streaming with ScienceSoft L1 support and monitoring

MemoryShare achieves 100% issue resolution with ScienceSoft

MemoryShare, a US-based funeral live streaming platform, faced a challenge during the COVID-19 pandemic. With a surge in demand for their sensitive service, they needed a resilient Level 1 support team to ensure high-quality, uninterrupted streams and to immediately address any technical issues without disturbing mourners.

ScienceSoft implemented an 8/6 L1 support and monitoring solution. Their team monitored stream quality every 30 minutes, communicated with on-site operators via text to resolve issues, and escalated complex problems. This solution achieved a 100% issue resolution rate for MemoryShare, handling up to 779 streams and 259 incidents per month, ensuring a seamless experience for funeral attendees.

MemoryShare