Unicorn - Maintenance & Support Service - Brochure

The availability of qualified advice and help for users is essential in order for any information system to truly fulfil its purpose. First Line support is responsible for providing help to users and for solving issues for which a known solution exists. In situations where no solution is known or the issue cannot be solved right away, the First Line support offers a workaround and passes the issue on to the Second Line support to find a final resolution. Second Line support manages cases where there is no current solution and more effort is required. Second Line support analyses, designs, tests, and implements solutions so that they can become standardized. The goal is to completely resolve incidents and issues as quickly as possible and to fulfil the Service Level Agreement (SLA).