Analytics Services:

Managed Support Services

Outsourced Support For Maintaining Efficient Operations

Maintaining and developing processes and operations for statistical computing and clinical analytics environments in the life science industry is more than a one person job. Our Managed Support Services Team is a professional team with resources in the U.S., U.K. and India.  

Our managed support services are available for Instem private cloud hosted solutions, AWS, Azure, Google public cloud environments and on-premise statistical analysis environments(SCEs). 

The service orientated people in Instem provide outsourced IT support for clients that include: Instem products Accel and Blur; hosted SCE platforms; other industry hosted commercial off-the-shelf (COTS) solutions; and full custom applications. 

Customizable to fit every organization’s needs, the Managed Services offering can provide up to 24/7/365 services across a variety of IT Support Tiers. Backed by a team of professionals dedicated to providing personalized care.  The Managed Services offering is more than just support service - it’s a partnership. 

Support- Managed Services 

Read Case Study

Strengthening Workflows for Pharmaceutical Companies

Even the best in the business need support. The Managed Services offering by Instem was formed to support IT departments within the Life Sciences industry looking to: 

  • Reduce demand on internal IT staff 
  • Rapidly on-board support services & resources 
  • Optimize cost structures 
  • Improve scalability, security & compliance 
  • Enhance business workflows 
  • Enable access to experts 24/7 

Whether you are interested in an Instem solution or looking for expertise and guidance with industry tools such as SAS or cloud hosted environments, our experts are ready to help build infrastructures, monitor tools, and prepare your solutions for any anticipated regulatory compliance needs. 

The Service You Need, When You Need It

All Managed Services engagements begin with thorough onboarding. Step-by-step we guide clients through an overview of our support flow and demonstrate how to engage with support and how to escalate requests. These processes are intended to enhance the value of our services and ensure all workflows receive the level of expertise needed for your critical system needs. 

Some of the areas of our offering include: 

  • Custom client-specific ITSM (IT Service Management)  
  • User account management & administration 
  • Infrastructure & application support 
    • Environment availability & performance service level agreements 
  • Highly available and recoverable systems to meet recovery time and recovery point objectives (RTO/RPO)
  • Capacity management and planning 
  • Rapid scaling to meet system growth needs
  • Expertise in industry standard (GxP) compliance
  • Secure platforms with active threat monitoring & intrusion protection 

Reducing the Burden on Internal Teams

It can be difficult for Life Sciences companies to handle all IT support internally, particularly if there’s a concern about using resources efficiently.

Outsourced Managed Services can remove the burden of maintaining, monitoring, and preparing systems from internal teams and provide the added bonus of subject matter expertise in the areas you need it most. 

Managed Services by Instem is more than a simple support service. Our system processes were designed to ensure validation and efficacy,  reducing time constraints and improving workflows along the way. 


Reinforced Workflows and Flexibility

Outsourcing Support Services to a team of dedicated, industry experts offers considerable advantages, including: 

  • Reduced burden on internal team members 
  • Effective user management and administration 
  • Improved processes and workflows 
  • An increase in system availability
  • Improved ability to scale 

With access to 24/7 support, your team can rest easy in knowing that your systems and applications are backed by the knowledge and capabilities to keep workflows running smoothly and effectively, no matter what obstacles may arise. 

What makes Instem Managed Services different?

The technology and life science experts at Instem understand the value of optimally-functioning systems and processes. Our team brings both IT and domain expertise to statistical computing environments and data science systems

We take a personalized approach to managed support service to ensure that organizations are fully equipped to handle any challenge that comes their way. Whether you are in need of support for an Instem solution or any other clinical technology solution, our Managed Services are available 24/7/365 for all life science IT needs. 

Instem currently hosts over 40 SAS-based statistical computing environments, with over 5,000 cloud based users under Instem management.