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Hosting & Support

We host in our environment technological capabilities you need to deploy and maintain your digital solutions on a global scale.

  • Hosting Environment
  • Health Data Compliance
  • Support & Maintenance
  • Post-Market Surveillance

Advanced and secure hosting envrionments for global reach.

Aptar Digital Health solutions are hosted on a compliant cloud infrastructures, which use best-in-class technology to ensure an optimal and secure access to them. With our cloud infrastructure, we can deal with large volumes of end-users globally and improve the profitability of digital therapeutics and tools deployed by our life science partners. Our offer gives you access to these secure and advanced hosting environments.

The cloud infrastructures ensure continuous improvement to automation, scalability, and availability, while ensuring world-class security (SOC 2, Type II, FedRAMP, NIST) and advanced regulatory compliance (HITRUST, HDS, ISO 27001).

Our software solutions are based on a mobile app for patients available to download in the App Stores (Apple Store for iOS and Google Play for Android) and a web portal available on the cloud for healthcare professionals. They do not need to download anything to access to the portal.

One of our mission is to protect patients health data.

Our HIPAA compliant cloud environments are built specifically for the heavily regulated healthcare and life science data and offer fully audit-ready Compliance-as-a-Service solution to meet all IT and compliance needs.

With Medical Device’s increasing regulation comes increased risk and complexity surrounding HIPAA and FDA compliance. Its physical security, robust infrastructure and advanced IT engineering resources are all built to reflect this.

Global capabilities in support and maintenance.

Working with Zendesk, a global leader in the field of customer services, we thrive to support our partners and users after the implementation of our solutions by providing them global capabilities in support and maintenance.

We leverage Zendesk’s capabilities to integrate and streamline our support services for our pharma partners. Our infrastructure ensures a better coordination of all activities related to support and maintenance of software products thanks to the user assistance services regrouped under a unique platform including:

  • Technical support
  • Complaint handling
  • Device vigilance

Our infrastructure enhances self-service through digital omni-channel support for patients and care team such as email, call center, chatbot, contact forms, help center, FAQ, etc.

The infrastructure is also designed to be compliant with HIPAA, GDPR, SOC 2 Type II, ISO 27001 standards and is in line with our in-house global compliance and quality policies. Our support capabilities are built and operated in collaboration with our Quality and Regulatory Affairs team to meet our requirements in terms of security and data privacy.

Moreover, the deployed architecture is designed to scale ahead of demand in order to achieve high availability as the user base grows at a global level.

We manage post-market surveillance for product optimization.

Aptar Digital Health can lead post-market surveillance activities, which typically include:

  • Complaint Handling Unit (CHU) dedicated to treat, analyze and evaluate in real-time patients and providers’ feedback.
  • The investigation of complaints under the supervision of our Medical Affairs and Risk Management teams to measure their level of severity.
  • The reporting of relevant events to the competent authorities, and the creation of trend reports, in accordance with local regulations.
  • The continuous monitoring of scientific trends, literature and guidelines and the performance of in-house clinical evaluations to guarantee state-of-the-art digital therapeutics in terms of safety, technological and clinical performance.
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