We consider training, customer support and product maintenance the main factors of a successful software implementation project over the years.
We want to be next to our clients, and to do this we use up-to-date technology: so maintenance and support services are mainly delivered through our dedicated portal.

Thanks to this portal the assistance requests arrive directly to the technician, without having to pass through the dispatch, speeding up, in this way, the resolution time. The client, using his credentials, is able to monitor the different phases of the work in progress and is notified automatically when the request is resolved.
All the process, from ticket opening by Service Desk to Change and Release management is performed on ITIL best practices basis.

The result of this approach is in the numbers:

- Take-on average time: 1 hour
- Trouble-ticket closure within 2 hours from opening: > 54%
- Clients satisfaction: 85% (150)

Provided by Oracle Cloud, a platform created and managed directly by Oracle. Complete, open and secure, it covers all the layers of the Cloud.

Actually our solution is composed by an Oracle Platform (PaaS) for database and by an Infrastructure (IaaS) for storage and compute cloud service. These layers integrate services delivered by our Software (SaaS) and the technologies used in development, provisioning and maintenance.

Disaster/Recovery solution, over disaster or data corruption, is implemented by Oracle Standby Database, and Protection against theft of data is carried out by Oracle Transparent Data Encryption in accordance with what is required by the new European security regulations for critical processes and special data.

Furthermore, security and data protection are guaranteed at various levels:

- Tier III conformance according to Uptime Institute
- ISO 27001 certification
- Uninterruptible Power Supply (UPS) with N+1 configuration
- Access Control, Video Surveillance and Advanced Intrusion Detection System (IDS)

In Pharmacovigilance validation of the information system, in accordance to GAMP5 guidelines, is an essential part of a software implementation project.
Along with an accurate and complete set of standard functionalities documentation (Validation Kit), to help pharmaceutical companies to easily obtain Computer Software Validation, we offer a support to verify the correct installation of the system in the client's real environment, under normal operating conditions.

In an early stage of a software implementation project it's important, in order to speed up processes, to offer a support to verify the correct behaviour of particular configurations or customizations, made in accordance to user requirements.

Our qualified team works side-by-side to company validation team to define and execute installation, functional and acceptance testing, in a formal and documented manner.

This document set, along with Validation Kit, ensure a quick and a cost effective start-up allowing SafetyDrugs to get ready to use in a few days.

Our organization consists of different skills regarding various fields, such as competencies in analysis of functional and operational topics, in project management, in information technology, in system integration, in web sites development.
We offer customization of our applications based on user requirements, develop brand-new solutions, integrate legacy systems, install and manage operating systems, database servers, clients, web-sites, antivirus, back-office.

For consultancy project we can provide a team composed of:

- Project Manager: supervision and coordination of the team, and project progress control.
- Field specialist analyst: experienced in the field, performs the analysis, along with specialist advisors if necessary, and defines the functional and design specifications. He also participates in the review and functional testing phases.
- System consultant: in-depth technical system expertise, with evaluation and choice of tools, development environment and system support at all stages of the project.
- Development Group: a group of analysts / programmers with consolidated development experience

The complexity of modern technology infrastructures, which are the foundation on which run the applications used every day by small and medium-sized enterprises, grows day-by-day, along with the risk of world-wide hacker attacks on the internet.

Too often you realize the importance and the criticality of the telematics network, hardware (servers and PCs) and software (databases and operating systems) only when they stop working properly, for a damage or for a virus, preventing you from performing the most elementary operations regularly.

SaaS is a solution, of course, but in case of "on premises" installation, our client can activate the remote monitoring system. By mean of this, both virtual servers (management, mail and web-site) and workstations will be monitored on-line and on-real time by our specialized technicians, along with antivirus system management.

This type of management reduces disruption and costs in case of problems, while monitoring performance and simplifying system management.