Support

Helpdesk and Incident Management
Problem Management
Proactive Maintenance
Implementation Support
Managed Services

When you run mission-critical systems, support is a key decision-making criterion in choosing your partners. You need assurances rather than promises, so a proven track record and the ability to respond locally are high on the list. We owe much of our success to our support teams who have been responsible for our enviable record.

A business focus

Too often support services are an afterthought, viewed as a necessary evil. For Unico, they are a key business focus and we invest just as much time and energy in getting to know your people, processes and environment as your systems and technology.

A local partner

Our local presence in Australia ensures that we are there when you need us. Online services make your interaction with us even easier, providing you with a direct view of outstanding support issues and their status.

Choice and flexibility

We offer support for applications we develop for our customers as well as applications we integrate for our partners or for third-party providers. To cover our customers’ wide ranging requirements, we offer a flexible model of support, allowing you to mix and match services tailored to your needs.

Helpdesk and Incident Management

We provide a consolidated helpdesk and incident management service covering a defined set of your mission-critical systems. Our support engineers log all enquiries and issues, restoring correct operations where they can and escalating issues requiring further action to the appropriate internal or external party.

Every support request is carefully tracked through to resolution according to a Service Level Agreement (SLA).

Service features include:

Flexible coverage (24 x 7, 9 x 5, or other)
Flexible submission mechanisms (telephone, email, direct ticket submission via the Internet, direct response to production alarms)
Central issues log with current status available 24 x 7 via the client extranet
Periodic reporting (aggregated issues, actions and outcomes)

Problem Management

Problem Management support provides a restoration service by engineers familiar with the supported systems. The team responds to service-interrupting events in your production environment and:

Attempt to restore service via pre-agreed means
Collect system data for later analysis
Analyse root cause, escalate or respond according to a predefined workflow
Hand over complete audit logs, findings and recommendations
Provide periodic reporting (aggregated issues, actions and outcomes)
Negotiate specific functions and performance parameters as part of the service establishment.

Proactive Maintenance

Under a proactive maintenance service, Unico development engineers maintain the code and configuration that comprise one or more of your mission critical systems:

Fixing identified software faults (requires customer to own software IP)
Identifying and implementing lifecycle and capacity improvements
New operating system, database and application software versions
Architecture, hardware and configuration changes to handle detected or projected capacity issues

All changes undergo formal testing to ensure software and configuration changes conform to specification. We can take complete system maintenance responsibility, or we can act as an adjunct to your existing in-house development capability. Specific functions and performance parameters are negotiated as part of the service establishment.

Implementation Support

Our support engineers plan, prepare and execute change in your mission-critical environment according to a formal, rigorous process.

This combined integration, change management, testing, documentation and support service ensures service continuity during periods of significant change by coordinating project dependencies around network-ready and launch targets. Our network integration support includes:

New systems and interfaces (eg, Telco roaming partners, B2B, B2C links)
Software, hardware and network upgrades
Configuration changes
Data migrations

We can perform system deployment for one or more projects, or as a complete outsourcing arrangement.

Managed Services

If you are looking to outsource operations and support for one or more mission-critical systems, Unico’s Managed Services are a reliable and cost-effective alternative.

Our support engineers take responsibility for day-to-day operation, configuration management and administration of one or more mission-critical systems, either at our or your premises. The service typically incorporates aspects from other support services, and is clearly documented in a comprehensive SLA to protect your interests.

Operations and support coverage includes:

SLA targets and remedies (such as availability, response, restoration, resolution)
Notification and reporting
Escalation requirements
Lifecycle and capacity requirements

Specific functions and performance parameters are negotiated as part of the service establishment.

Services

We invest just as much time and energy in getting to know your people, processes and environment as your systems and technology.