Industry
Healthcare
Region
Europe
Published
July 2026
Services
Multi-Vendor Support · Field Engineering · Service Management
The Challenge
Why this engagement existed
A multi-site hospital network operating across 6 European countries ran IT infrastructure support through a mix of regional OEM contracts and local break-fix vendors, with no consistent SLA across sites. Clinical systems — imaging, patient records access, and laboratory infrastructure — sat on the same fragmented support model as back-office IT, with no differentiation in response priority.
Hardware inventory spanned multiple hardware generations across 40+ facilities, sourced from a wide mix of OEMs with inconsistent documentation. When a clinical-system asset failed, the response time depended on which local vendor covered that specific site and hardware type — a structure that made consistent uptime commitments to hospital administrators effectively impossible.
The network needed a single partner able to take over support for 2,100+ assets across every site with zero disruption to live clinical operations during transition, differentiated SLA tiers reflecting clinical criticality, and full compliance with each country's healthcare data-handling and site-access requirements.
2,100+
Clinical & back-office assets
Our Solution
Tiered, SLA-driven support across every hospital site
Solid Tech Global consolidated infrastructure support for the network under a single agreement — differentiating SLA tiers by clinical criticality and executing a phased, site-by-site transition designed to avoid any disruption to live patient-facing systems.
Criticality-Tiered SLAs
Clinical-system assets covered under the fastest response tier; back-office infrastructure on a standard tier — one contract, differentiated commitments.
Full-Estate Coverage
Unified multi-vendor support across servers, storage, networking, and clinical-adjacent IT hardware spanning 40+ facilities.
In-Country Field Engineering
Certified engineers based in each of the 6 countries, meeting local language, site-access, and healthcare compliance requirements.
Zero-Disruption Transition
A phased, site-by-site cutover from incumbent vendors, sequenced to avoid any coverage gap on live clinical infrastructure.
Service Management
A dedicated service manager and country-level reporting give hospital IT leadership full visibility into SLA performance per site.
Programme Highlights
What we delivered
Engagement Process
How we executed
Asset Discovery
Full inventory and criticality classification of 2,100+ assets across 40+ facilities in 6 countries.
SLA Design
Clinical and back-office SLA tiers defined per asset class, with country-specific compliance requirements mapped.
Phased Transition
Site-by-site cutover from incumbent vendors, sequenced to keep live clinical systems continuously covered.
Go Live
In-country engineers assigned, spares positioned, and the service desk activated across all 40+ facilities.
Operational Support
Ongoing tiered SLA delivery with country-level reporting and regular service reviews with hospital IT leadership.
Measurable Outcomes
Results delivered
2,100+
Assets Supported
Clinical & back-office
6
Countries Covered
Single support agreement
0
Coverage Gaps
During phased transition
40+
Facilities
Under one SLA programme
Moving 40-plus sites onto a single support model without disrupting clinical operations was our biggest concern going in. Solid Tech Global's phased transition plan and in-country engineers made it a non-event for our clinical teams — which is exactly what we needed.
Group Head of IT Infrastructure
Multi-Site Hospital Network, Europe
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