Second Line Support | Unicorn Systems

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Second Line Support

Long-term and Reliable Service of ICT Solutions

Providing standardized service with guaranteed SLA parameters (Service Level Agreement)
Regular quality assessment of SLA performance and satisfaction
Thorough documentation of procedures and performance of service support
Effective help with problem solving, non-stop 24/7
Long-term quality of services provided based on the principle of separating knowledge from individuals
Fast and efficient solving of requirements thanks to support that is separated from IS creation and development

Every company today needs the proper administration and maintenance of information and communication technologies (ICT). Unicorn Systems offers high-quality and efficient support when solving your problems, guaranteeing the long-term quality service of the ICT solution. These services are provided as a standard for both ICT solutions supplied by Unicorn Systems as well as for ICT solutions from other suppliers. A high quality of service is ensured by standardized processes and the many years of experience of our qualified service team. Thoroughly documented knowledge and procedures support the independence of your company from suppliers and concrete people.

Added value

Service available 24/7
Non-stop availability of service assistance
Guaranteed SLA
Providing ICT solution service based on the agreed SLA parameters
Dozens of information systems in service
Certified procedures ISO 9001, ISO 14001, ISO 20000 and ISO 27001, standardized procedures pursuant to the ITIL and IBM RUP methodologies
Extensive service team
Continuous education and development of the service employees
Many years of experience of the Unicorn Systems team
20 years of experience in providing ICT solution service
Updates Service documentation throughout the entire service period
The knowledge necessary for service maintained in the form of updated and complete Service Documentation throughout the entire service period
Regular Service Reports – you know what you are paying for!
Structured Service Report on fulfilling the SLA and activities performed within the service regularly submitted to the client