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Application Support & Maintenance for a Digital Health Provider | Adroitent

Customer Story · Digital Health · Application Support & Maintenance

Application Support & Maintenance for a Leading US Digital Health Provider

A leading digital health provider combines clinically proven science with sustained human coaching to help prevent and manage lifestyle-related diseases.

Adroitent Case FileDigital HealthApplication Support & Maintenance2 min read
Application support and maintenance for a US digital health provider

Its technology platform brings together live video conferencing, intelligent coach-to-member matching, HIPAA-compliant messaging, wearable-device integrations, and an automated insurance claims pipeline—creating an integrated digital health ecosystem with PHI securely managed throughout.

The Challenge

As the platform scaled rapidly, product engineering had outpaced the maturity of the application support function, creating operational risk and increasing pressure on the engineering team.

  • Growing production support backlog, including unresolved high-severity issues
  • Engineering capacity constrained as product engineers were pulled into day-to-day production support
  • High operational dependency on key individuals, with critical knowledge undocumented and concentrated within a few people
  • Complex technology and integration landscape, spanning multiple applications, databases, automated processes, third-party services, and wearable devices
  • Strict HIPAA and PHI requirements, making every production change and support activity highly controlled and compliance-sensitive
Product engineering had outpaced the maturity of the application support function.

The Adroitent Solution

Adroitent established a structured transition and application support model focused on knowledge capture, operational stability, and progressive ownership rather than simply adding support resources.

The transition combined detailed due diligence, structured knowledge transfer, documentation, and hands-on resolution of live production tickets before Adroitent assumed full support ownership.

Key Elements of the Solution

  • Blended onsite–offshore support model with dedicated coordinators, backlog and maintenance teams, and built-in backup resources
  • Jira-driven delivery and sprint management, supported by a ticket categorization matrix and clearly defined change-management process
  • Comprehensive application and Oracle database documentation established as a core transition deliverable
  • Multi-level governance framework, spanning daily stand-ups, operational reviews, and quarterly executive governance
  • HIPAA compliance embedded across support processes, access controls, production procedures, and operational governance
  • Structured knowledge management and cross-training to reduce dependency on individual resources and improve support continuity

Tools & Technologies

Application & DevOps

JiraActivatorEclipseGitJenkins

Database & Development

OracleSQL DeveloperMySQLMongoDB tools

Collaboration & Documentation

ConfluenceSlack

By the numbers

1

Single accountable partner for application support and maintenance

3

Governance levels: daily stand-ups, operational reviews, quarterly executive governance

5

Platform capabilities in one integrated digital health ecosystem

2

Delivery locations in a blended onsite–offshore model

Business Outcomes

The engagement enabled the customer to transition from a reactive, engineering-dependent support model to a structured, predictable, and scalable application support function.

  • Freed engineering capacity by reducing the product team's involvement in day-to-day production support
  • Systematically reduced high-severity backlogs and improved issue resolution
  • Established a single accountable partner for application support and maintenance
  • Created a predictable and transparent delivery cadence through structured governance and Jira-based management
  • Ensured service continuity through cross-training and built-in backup resourcing
  • Improved operational control and documentation across the application and data landscape
  • Delivered cost leverage through the offshore support model while maintaining stringent HIPAA controls

Good to knowFrequently asked questions

What does a structured transition to application support involve?
In this engagement it combined detailed due diligence, structured knowledge transfer, documentation and hands-on resolution of live production tickets, so Adroitent could assume full support ownership progressively rather than all at once.
How is HIPAA compliance maintained during production support?
Compliance is embedded across support processes, access controls, production procedures and operational governance, so every production change and support activity is controlled and compliance-sensitive by design.
How do you reduce dependency on key individuals?
By capturing knowledge in application and Oracle database documentation, running structured knowledge management and cross-training, and keeping built-in backup resources, so critical knowledge is no longer concentrated in a few people.
How does a blended onsite–offshore support model work?
It pairs onsite presence with offshore delivery, using dedicated coordinators, backlog and maintenance teams and built-in backup resources, supported by Jira-driven delivery and a defined change-management process.
What governance keeps support predictable?
A multi-level framework spanning daily stand-ups, operational reviews and quarterly executive governance, combined with Jira-based delivery and sprint management.

Make application support predictable without slowing product engineering.

One accountable partner, structured governance, and engineers free to build.

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