Posted on Case Study. 5 April, 2021
A global specialty chemicals company was running Thermo Fisher Scientific SampleManager LIMS™ and Atlas CDS on an SQL server at a number of different sites to collect, store and report operational data. These systems were integrated with instruments, process control systems and SAP. The company initially used internal resources to support the system, but as the company expanded, the resources did not have the time to do analytical work and support the user base. To provide the necessary services, the company contracted with Astrix to provide Managed Services for these systems.
The customer received training from vendors at the time of implementation of the SampleManager LIMS and Atlas CDS systems. However, their “super” users were not able to provide the necessary services to address technical issues in these systems. The customer made the decision to address this problem with Astrix Managed Services.
The customer expected Astrix Managed Services to provide:
The customer and Astrix have created a partnership with four levels (Level 1 through Level 4) of support to provide the necessary services for the customer’s software systems. Level 1 Support is provided by the customer’s site super users. If Astrix discovers issues in the core modules of the system, the software vendor will be contacted to provide Level 4 Support.
Level 2 and 3 Support are provided by Astrix on a 24 hour, 7 days per week basis. Any issues reported to the Astrix “Service Desk” by the customer will be logged and assigned a support level as defined below:
Level 2 Support:
Level 2 Support handles issues that cannot be resolved by Level 1 Support. Level 2 Support utilizes in-depth knowledge of the application to resolve known issues already documented that are outside the technical ability of Level 1. Duties for Level 2 Support include:
Level 3 Support:
New and difficult issues will be resolved by Level 3 Support. This support level requires experts on both the application involved and the customer’s business processes. Research, troubleshooting and debugging of code is typically needed to diagnose and resolve a Level 3 issue. Duties for Level 3 Support include:
Astrix successfully delivered a customized Managed Services solution to the company. The services delivered have provided a number of important benefits to the customer:
Astrix has been an industry leader for over 25 years in helping scientific organizations implement and integrate improved informatics systems in the laboratory. Our experienced team of expert informatics consultants bring together technical, strategic, regulatory and content knowledge to provide the most effective solutions to problems faced by scientific organizations. Our domain experts have helped hundreds of companies globally effectively navigate their digital transformation journey.
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