ScienceSoft Answers FAQ About IT Service Delivery

We have been providing IT consulting and software development services for 35 years, since 1989. In that time, we’ve completed over 4,000 projects and served more than 1,300 clients, from startups to Fortune 500 companies.

At the core, ScienceSoft is an IT consulting and software development company. Our broader service scope covers:

• IT consulting
• Software development
• Testing and quality assurance
• Application modernization
• Application integration
• App management
• Software evolution and support
• Data analytics and AI
• Cloud enablement
• Digital transformation
• Managed infrastructure services
• Help desk services
• Cybersecurity services
• Team augmentation

We are headquartered in McKinney, TX, and have another office in Atlanta, GA. In addition, ScienceSoft has branches in Fujairah (UAE), Riyadh (KSA), Mexico City (Mexico), Riga (Latvia), Vilnius (Lithuania), Warsaw (Poland), and Vantaa (Finland).

We know the specifics of the regions in which we operate and ensure our software complies with the relevant global and local standards and regulations. These include but are not limited to HIPAA for healthcare data protection in the US, GDPR for data privacy in the European Union, and SAMA regulations for financial operations in Saudi Arabia.

We are always available for on-site visits.

ScienceSoft is a team of 750+ professionals: IT consultants, project managers, solution architects, software developers, QA engineers, cybersecurity and DevOps experts, data scientists, compliance consultants, and more. Over 50% of our talent pool are senior-level experts.

We serve diverse clients, from mid-sized and large enterprises and institutions to product companies, managed service providers (MSPs), and startups.

ScienceSoft has hands-on experience in over 30 industries. We delve deep into the specific risks, opportunities, and IT best practices of each sector, including:

• Healthcare
• Banking
• Lending
• Investment
• Insurance
• Payments
• Retail
• Manufacturing
• Information technologies
• Oil and gas
• Telecommunication
• Logistics and transportation
• Professional services
• Marketing and advertising
• Public services
• Construction
• Education
• Travel and hospitality
• Consumer goods
• Entertainment, and more.

You can explore ScienceSoft’s past projects by visiting our case studies page. Use the filters to find the projects most relevant to your industry and needs.

For more detailed information or references, please don't hesitate to contact us directly. We would be happy to provide you with all the background you need to make an informed decision about our services.

ScienceSoft’s talents are proficient in Python, Java, C#, .NET, PHP, Golang, JavaScript, React Native, Swift, Objective-C, Kotlin, Azure, AWS, GCP, Kafka, Spark, Hadoop, Docker, Kubernetes. We also have a background in advanced techs (blockchain, AR/VR, AI/ML, IoT).

For a complete list of the tools we work with, visit the dedicated Technologies page.

We have long-term partnerships with Microsoft, AWS, Oracle, Adobe, and ServiceNow.

You’re welcome to visit our dedicated page: Our partners.

150+ satisfied clients generously shared their experience of working with ScienceSoft. Even more testimonials are available on request.

For additional insights into ScienceSoft's performance, there are 37 detailed reviews available on Clutch.

We offer various pricing models: time and materials (T&M), T&M with a cap, fixed price, monthly subscription fee, or per-ticket fee. 

Learn more: Pricing Models at ScienceSoft.

To get a free ballpark estimate, please visit our dedicated pricing page, where you’ll find dedicated cost configurators for most of our solutions and services.

If you’d like to request a tailored quote directly, feel free to reach us via email, phone, live chat, or the contact form.

Contact us to discuss your project vision, goals, and specific requirements via a quick call, or fill out a cost configurator to let us know the gist of your initiative. With basic information, we can provide a rough ballpark estimate within 1–3 business days by referencing similar projects from our portfolio of over 4,000 projects. This initial estimate is meant to give you a general budget range and is not final. Be aware that actual expenses can vary greatly due to the unique aspects and demands of your project.

If the general estimate fits your rough budget, we highly recommend getting a comprehensive cost breakdown (our standard practice), which results in a detailed, accurate quote tailored to your needs. This would require several calls or meetings to discuss your project in detail. During these conversations, we aim to understand your precise requirements, explore the most effective solutions, and refine our estimates accordingly. Typically, we need 1–2 weeks for this process, depending on the details provided and the number of meetings required, usually involving 2 to 5 iterations. If you already have a comprehensive project specification or RFP document, this process can be expedited, as it reduces the time needed for risk assessment and information gathering.

For software engineering, our minimum engagement starts at $50,000 for custom software developed from scratch and $20,000 for low-code, platform-based solutions.

In the realm of data analytics, we provide consulting services starting at $10,000, while solution implementation projects begin at $20,000.

For help desk and managed IT services, we offer packages starting at $3,000 per month.

Our SharePoint implementation and consulting services are available starting at $15,000.

We understand that entering into a new partnership is a significant decision. Therefore, we are open to initiating smaller-scale trial projects that allow you to experience firsthand the quality of our work and the value we bring to your business before committing to a larger engagement.

If you have any specific needs or ideas in mind, we would be happy to discuss how we can tailor our services to best suit your requirements.

Yes, we offer free project estimates as part of our commitment to transparency and client satisfaction.

Choose the most convenient way to reach us:

• Live chat for quick clarifications or information about our services, with an average response time of 30 seconds.
• Email us at contact@scnsoft.com or use any contact button on our website for a response within 1–2 hours to one business day (on holidays and weekends).
• Call us at +1 214 306 68 37 or +1 972 454 47 30 for the fastest response. We are available 24/5.

Learn more: How to start.

To schedule a meeting with our specialists, you can use our live chat for immediate assistance, email us at contact@scnsoft.com, or call us directly at +1 214 306 68 37 or +1 972 454 47 30 for a prompt response.

Our communications team will connect you with the right specialist. Please share a brief project description and specific questions or topics you'd like to cover. Knowing the agenda in advance, our experts will come fully prepared to dive into your particular case.

You have the flexibility to sign the NDA either in person at our offices or remotely. We accept signed copies via scan or electronic signature. We will provide you with the specific email address designated for receiving sensitive documents like NDAs. Alternatively, if you prefer using a document management system or a secure file transfer service, we are open to accommodating this method as well. If you like a more traditional approach or your organization requires physical signatures, we can arrange for the exchange of physical documents via a secure mail service.

The text of the NDA is typically a collaborative effort. Our legal team has developed standard NDA templates that offer comprehensive protection for all parties involved. We can start with our template and modify it to address any specific concerns or requirements you may have. But if your organization has its own NDA template that you prefer to use, we are open to reviewing and signing it, provided it aligns with our policy standards and legal requirements.

Estimating timelines for new projects begins with defining the project scope, which is crucial for understanding the requirements and objectives. Once the scope is clearly defined, we decompose the project into smaller, manageable tasks. This detailed breakdown allows us to estimate the effort required for each component accurately. By analyzing these tasks, we can identify dependencies, potential bottlenecks, and opportunities for efficiency and get a clearer picture of resource allocation. For small projects, this initial phase of defining the scope, breaking down tasks, and assembling a team could take anywhere from a few days to 1–2 weeks. For medium-sized projects, this phase might extend to 2–4 weeks. For larger projects, especially those with significant complexity or multiple phases, the initial planning phase could take 1–2 months. These projects often require extensive coordination among teams and a thorough understanding of dependencies and risks.

Yes, of course. We understand how crucial it is to assess the practicality and potential success of your project before moving forward. Our process includes a thorough analysis of technological, economic, and operational aspects of the proposed IT initiative to ensure your project is viable and sustainable in the long term.

Learn more:

• Feasibility study in software development
• Feasibility analysis for outsourced vs. in-house software development

Yes, we can join your project at any stage, be it early design, ongoing development, or post-launch support. Our experts are trained to quickly align with your project's goals, workflows, and tools, making the transition as smooth and effective as possible.

We recommend deploying essential services directly within your environment. This approach ensures that you retain complete control over data and processes, aligning with your security policies and compliance requirements. By granting our team members guest access within your cloud tenants, such as Microsoft Entra ID or AWS Identity and Access Management, we can collaborate effectively while maintaining clear boundaries and accountability.

We synchronize our ticketing system with yours to streamline issue resolution and enhance transparency. When necessary, we develop custom APIs or middleware to facilitate seamless data exchange between systems. Additionally, if applicable, our development teams will integrate with your existing development and deployment pipelines using tools like Jenkins, GitLab, or Azure DevOps to ensure smooth code integration and deployment processes.

To uphold your security standards, we employ secure access methods such as VPNs, role-based access control (RBAC), and single sign-on (SSO). These measures ensure that our team has the necessary access without compromising your security policies.

We start with understanding your requirements and creating a comprehensive project plan, assigning a dedicated project manager (if needed), integrating with your development processes and tools, and establishing a communication plan with regular updates and shared dashboards for transparency and alignment.

Learn more:  ScienceSoft's onboarding process for different cooperation models.

Absolutely, we’ve got you covered. We will conduct a comprehensive audit of the existing project documentation, software and data storage, security tools, network, hardware components, development environments and deployment pipelines to understand the current project state and priority directions. Then, we will perform a knowledge transfer, working closely with the previous provider (if possible) to facilitate a smooth handover that includes detailed walkthroughs of the project setup, architecture, and any known issues.

To manage the transition effectively, we implement a phased approach, starting with non-critical environments and systems. We ensure regular updates and open lines of communication with all stakeholders to address concerns and ensure everyone is aligned on expectations and progress.

Learn more: ScienceSoft's approach to taking over IT projects from other vendors.

Yes, we sign a service level agreement (SLA), which defines the:

• Service scope.
• Project timelines.
• Metrics to assess efficiency, quality, and performance.
• Change handling processes.
• Mechanisms for issue reporting, escalation, and resolution.
• Penalties for failing to meet the agreed standards.

Our services include assisting clients with the procurement and management of software licenses, such as those offered by Microsoft and AWS. This involves:

• Negotiating with vendors on your behalf to secure the best pricing and terms.
• Ensuring that the licenses procured align with the project's scale and duration, avoiding under or over-licensing.
• Continuously monitoring and managing software licenses to maximize efficiency, including reallocating unused licenses, leveraging volume licensing agreements when advantageous, and advising on cost-effective alternative solutions without sacrificing functionality.
• Providing clients with detailed reports on software licensing status, including inventory, usage patterns, and recommendations for optimization.

We understand that choosing the right outsourcing company is a crucial decision, and we appreciate your interest in a trial period. We approach trial periods with a highly selective case-by-case approach. While we do not offer a standard trial period, we are open to discussing a pilot project or a limited engagement that aligns with your specific needs and objectives.

As a global IT outsourcing firm, we have developed effective communication strategies for distributed operations, leveraging 35 years of experience to overcome time zone challenges. We employ both synchronous and asynchronous tools for transparent communication, setting clear response time expectations and ensuring a 2–6 hour overlap in work hours between all team members. We adapt to client needs by offering resources in the same or local time zones, particularly for roles like business analysts and product owners. Our help desk services are always fully aligned with the client’s business hours to offer uninterrupted support.

Our approach is based on:

• Strategic collaboration planning.
• Flexible tuning of communication flows, forms, intensity, and frequency.
• Open and honest discussion within teams and with clients.
• Ongoing assessment of communication efficiency.

Follow the link to check our practices for effective collaboration in software development projects:

• A sample RACI-based collaboration model.
• Tactical collaboration forms.
• Our collaboration toolkit.

Among our key reporting tools are Jira, Trello, Asana, Basecamp, Azure DevOps.

Learn more: ScienceSoft’s approach to software development reporting

We have a dedicated change control process to effectively manage any alterations to the project's scope. Before introducing any changes, we thoroughly analyze their potential impact. For feasible changes, we obtain the customer's approval, guaranteeing that all modifications align with their expectations and requirements.

Learn more: Change management at ScienceSoft

Contingency planning is crucial in our project management framework. We ensure project continuity through proactive risk identification and mitigation, time and budget reserves, flexible methodologies like Agile and Scrum, and transparent communication with stakeholders.

Learn more: Key highlights of ScienceSoft's contingency planning procedures.

On a 24/7 basis, we can monitor your IT infrastructure or its components and provide L1 (user support team resolves basic user-side issues), L2 (technical support handles complex tech problems and basic infrastructure requests and issues), and L3 support (team of engineers tackles complex infrastructure issues and requests and resolves app issues via code modifications).

We thoroughly document all important decisions regarding the implemented IT solution/process to ensure its easy maintenance and evolution in the future. We also integrate knowledge sharing into our operations and consistently share all necessary documents with your stakeholders, ensuring they are always informed.

Learn more:

• Documents ScienceSoft delivers at every stage of software development projects
• ScienceSoft's approach to knowledge management

During the first 1–3 months after we delivered the software, our team:

• Answers users’ questions and resolves user issues (if any).
• Manages incidents, configuration changes, and updates.

After these 1–3 months, we’re ready to offer continuous maintenance and evolution of your software, as well as L1–L3 support — all as separate services.

At ScienceSoft, we ensure a structured knowledge transfer process to equip your team with the necessary insights and skills for sustained success. We offer:

1. Comprehensive yet concise and well-structured documentation that covers each project decision we've made.
2. Hands-on training sessions, allowing your team to apply new knowledge in real-world scenarios.
3. Ongoing support and Q&A sessions after the knowledge transfer.
4. A feedback loop, assessing the effectiveness of the training and making adjustments as necessary.

To provide high-quality software and services, ScienceSoft has developed a comprehensive quality management system that relies on quality-centered leadership, committed and skilled employees, transparent KPIs, data-driven decision-making, quality controls throughout the SDLC, and more.

The uptime guarantee for our services varies based on the hosting environment and infrastructure. For services hosted in public clouds such as Azure, AWS, or Google Cloud Platform (GCP), our uptime guarantee aligns with the cloud provider's SLA, typically ranging from 99.9% to 99.99% for various services.

When services run on dedicated hardware in your environment, uptime is affected by hardware quality, network design, power stability, and cooling systems. The specific uptime guarantee will be outlined in a tailored SLA, reflecting realistic expectations based on your existing infrastructure.

Yes, ScienceSoft holds ISO 9001, ISO 27001, and ISO 13485 certifications.

• ISO 9001: Ensures consistent delivery of high-quality products and services.
• ISO 27001: Demonstrates commitment to securing customers’ data and reducing the risk of information breaches.
• ISO 13485: Guarantees that products or services related to medical devices meet international quality and regulatory standards.

Before our first project discussion, we can sign a non-disclosure agreement (NDA). We understand the value of your ideas and innovations and are committed to protecting them.

Moving forward, our Master Service Agreements (MSAs) guarantee that you retain legal ownership of all intellectual properties, including the code developed throughout our partnership.

Our 24/7 security operations center uses tools like IBM QRadar to detect anomalies. Upon detection, we isolate affected systems to prevent further damage.

We promptly notify key stakeholders and provide a detailed report on the incident, including its nature, affected systems, and initial containment actions. We also assist in regulatory notifications if needed.

We assemble a specialized incident response team comprising cybersecurity experts, system administrators, and relevant personnel. The team investigates the breach to determine its origin, scope, and impact, conducting forensic analysis and log reviews. We implement targeted solutions to fix vulnerabilities, patch affected systems, and reinforce security measures. After resolving the incident, we conduct a thorough post-incident review to evaluate our response and identify areas for improvement.

We develop tailored disaster recovery strategies with clear recovery time (RTO) and point objectives (RPO). We conduct quarterly or semiannual drills, both planned and unannounced, to simulate various disaster scenarios. These tests validate our migration and switching protocols, ensuring complete data restoration and system robustness. Detailed logs of all recovery activities are maintained for ongoing audits and process improvements.