IT Support built around pharmaceutical and life sciences

Support on a regulated site is constrained by what we are permitted to touch, and the discipline is refusing the quick fix. We raise a controlled change rather than making an informal adjustment, even when the informal adjustment would close the ticket in five minutes, because an undocumented change on a validated system is a finding and the five minutes saved is not worth it. That is the single biggest difference between supporting a pharma site and supporting anything else, and it is the thing incoming providers get wrong. Non-regulated systems are supported normally and quickly, so the practical requirement is that our first-line knows which is which. We maintain that list and check it rather than guessing from the machine name. Instrument workstations generate a recurring category of ticket: they must stay at a qualified operating system version, they cannot be patched, and users reasonably ask why their machine looks different from everyone else. We handle those by explaining rather than deflecting, and by making sure the isolation around them actually works so the risk is managed. Access requests follow your process, and engineers attending controlled areas need clearance and gowning arranged in advance rather than at the door.

Industrial support splits in two: the office staff who need normal IT help, and the plant systems where a fault has an operational cost.

What tends to happen is that the plant side has no support path at all, so when a production or dispatch machine fails, someone improvises under pressure.

We cover both, with the plant-critical systems on a faster path and documented so the fix does not depend on who happens to be available.

Instrument workstations on unsupported operating systems with no isolation. Under a it support contract, it comes into a tracked queue instead of being a side job for whoever is nearest For pharma manufacturers, CROs and life sciences companies that matters because data integrity expectations leaves very little room once instrument workstations on unsupported operating systems with no isolation is the thing that fails.

Backups of regulated records that have never been restore-tested, so retention cannot be evidenced. Under a it support contract, we log the pattern, so a repeat problem gets fixed properly rather than repeatedly For pharma manufacturers, CROs and life sciences companies that matters because computer system validation leaves very little room once backups of regulated records that have never been restore-tested is the thing that fails.

Shared or generic accounts on systems where actions must be attributable to a person. Under a it support contract, first-line resolves what it can and escalates the rest to a senior engineer the same day For pharma manufacturers, CROs and life sciences companies that matters because 21 cfr part 11 for export-facing operations leaves very little room once shared or generic accounts on systems where actions must be attributable to a person is the thing that fails.

Nothing on a validated system changes without a raised and approved change record. Routine work on non-regulated infrastructure runs to a normal schedule agreed with your quality team.

Managed clients have a 30-minute response target for critical issues. For a first enquiry, we reply within 4 business hours.