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Unicorn - Maintenance & Support Services
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).
Unicorn capitalizes on its more than 25 years of experience in the area of providing user support and maintenance of IT solutions. On a long-term basis, we support and maintain over 200 information systems that are critical for our client’s businesses. We continuously work on modernizing our approach and tuning it to current requirements and needs.
Unicorn First Line support (helpdesk) assists users in order to solve issues and incidents. It operates on the principle of an active and immediate search for information in the database of issues and solutions. The know-how necessary for providing First Line support is kept in a knowledge base that is regularly updated. Our knowledge base contains user documentation, lists of all known issues and their solutions, descriptions of workarounds, and backup solutions. The procedure for reporting issues and communication with the helpdesk is standardized, every requirement is recorded and the solution progress is tracked.
Second Line support is based on a team of Unicorn specialists with the knowledge and background necessary for the identification, analysis, and solution of any problems. Besides non-standard issues, it also deals with small changes and adjustments. The Second Line support team is also responsible for complex requirements such as migration to a higher version of key technology.
IT solution maintenance is a long-term project. In order to permanently keep the high quality of services, it is necessary to thoroughly document the activities and required know-how. Regularly updated service documentation is essential in order to achieve the goals of fast information search and separating knowledge from individuals. All communication between the service provider and client is standardized and documented. The user can always monitor the progress of works both on-line and in regular service reports.
24/7 live HelpDesk operators
Support is available around the clock, around the globe.
Guaranteed service levels
Providing IT solutions maintenance and user support based on the agreed SLA.
Communication in English
Helpdesk provides user support in English.
Dozens of supported information systems
ISO 9001, ISO 14001, ISO/IEC 20000-1, and ISO/IEC 27001 certifications, standardized procedures pursuant to the ITIL and RUP methodologies.
Large, knowledgeable team
Continuous education of operators and other specialists.
Stable long-term service
Providing services on a long-term basis with continuity of business know-how within the team.
Up-to-date documentation and knowledge base
The necessary know-how and knowledge base is kept up-to-date and complete.
Regular service reports – you know what you are paying for!
Structured report on SLA performance and all activities regularly provided to the client.