Case Study: a US diagnostic company achieves 24/7 HIPAA-compliant infrastructure and application support with ScienceSoft

US Diagnostic Company gets 60-second call response and 30-minute FRT with ScienceSoft

The customer, a US diagnostic company, faced challenges managing its growing medical imaging software and complex HIPAA-compliant IT infrastructure in-house. To ensure timely specialist consultations for clinics, they needed a reliable partner for application and infrastructure support. They engaged ScienceSoft for its healthcare IT expertise to provide multi-tier support for their systems.

ScienceSoft implemented separate L2 and L3 support teams to manage the customer's AWS and Azure cloud infrastructure 24/7 and provide application support. The solution featured a rapid 60-second call response time and a 30-minute first response time for emails. This reliable support from ScienceSoft prevented software downtimes, ensuring no delays in clinical decisions and allowing the customer to deliver life-saving services at maximum speed and quality.