Ensuring Compliance and Service Level Assurance for Regulated Content Environments
In the world of life sciences, downtime and inefficiency aren’t just costly—they can disrupt regulatory compliance and delay innovation. For one Life Sciences Managed Service Provider (MSP) responsible for managing 21 CFR Part 11-compliant content infrastructure across a global customer base, maintaining continuous uptime and audit-ready visibility was mission-critical.
Despite having robust Azure SharePoint and SharePoint Online deployments within their Audit Ready Compliance Cloud, the MSP faced growing challenges with reactive troubleshooting, limited visibility into content services, and rising service-level pressure from clients.
The Challenge: Managing Complex, Regulated Content Systems Efficiently
The MSP needed a way to:
- Gain proactive visibility across multiple regulated environments.
- Identify and resolve issues before end-customer impact.
- Deliver clear, auditable operating metrics demonstrating compliance and service value.
- Enhance customer experience and mitigate operational risk—without adding headcount.
Traditional monitoring tools didn’t go deep enough. They offered infrastructure-level data but not the content-specific insights that auditors and clients demanded.
The Solution: Reveille SENTRY + Reveille User Analytics
By deploying Reveille SENTRY and Reveille User Analytics for Enterprise Content Management (ECM), the MSP gained out-of-the-box content services observability—purpose-built for intelligent automation and document platforms.
With SENTRY, they could now:
- Proactively detect and resolve content performance issues before they escalated.
- Visualize user activity and platform health across SharePoint Online and Azure environments.
- Demonstrate Service Level Assurance to life sciences clients in compliance audits.
- Deliver consistent uptime and smoother user experiences across global deployments.
As the MSP noted,
“Our clients appreciate our commitment to maximizing uptime and access to their content. Our partnership with Reveille allows us to provide them with that peace of mind.”
The Results: Assured Compliance, Improved SLAs, and Happier Clients
The outcomes were measurable and meaningful:
- Improved SLAs and faster issue resolution.
- Reduced audit risk and stronger compliance posture.
- Enhanced visibility into content service metrics and user activity.
- Better customer and employee experiences through proactive service delivery.
By shifting from reactive support to proactive assurance, this MSP transformed compliance from a burden into a competitive differentiator—all while protecting margins and maintaining scalability across clients.
Platforms Observed
Reveille SENTRY powers visibility and assurance across leading platforms, including:
ABBYY Vantage | Hyland OnBase | OpenText Documentum | IBM FileNet & Datacap | Microsoft SharePoint & Teams | Tungsten TotalAgility | UiPath RPA | and more.
