Support Service

An essential service

Support is an essential service that ensures the sustained success of any Identity, Governance and Access solution. It ensures your Identity solution continues to operate today, tomorrow and into the future. Based on over 14 years of Identity & Security experience, UNIFY has designed its Support Services to protect our customers.

We specialise in supporting Identity and Security Environments. UNIFY’s Support customers are able to focus their resources on critical projects with the assurance that their business systems can be easily and appropriately accessed.

Jeff Nelson Practice Manager, Managed Services and Support, UNIFY Solutions

SaFe™ SUPPORT INCLUSIONS

SERVICE MANAGEMENT

UNIFY provides a Service Management platform which is ITIL verified across Incident, Request, Problem and Knowledge Management processes. This ensures that our customers are provided with fast, accurate and meaningful information when needed, whilst assuring our commitment to delivering service excellence.

 

SUPPORT IN-DEPTH APPROACH

UNIFY’s in-depth approach to support ensures that you are provided with a team of dedicated UNIFY Identity professionals who have the required skills and in-depth knowledge of your environment.

 

PLANNING, CHANGES AND ROAD-MAPS

UNIFY Support aims to be with you every step of the way through your Identity journey. UNIFY Support professionals will work with you as required to assist with changes, and through planning days, to assist in the development and evolution of your Identity road-map.

 

REPORTING PLATFORM

UNIFY’s Reporting Platform is a business analytics service that provides interactive visualisations with business intelligence capabilities focused on your Identity solution. UNIFY is able to provide near real-time dashboards enabling monitoring and alerting for proactive incident resolution.

Support Levels

BRONZE LEVEL SUPPORT

  • Organisational access to the UNIFY Service Management Platform
  • No set Service Level Targets
  • Support effort billable at T&M rates

SILVER LEVEL SUPPORT:

  • Set Silver Service Level Targets
  • Proactive monitoring portal
  • Review every 12 months
  • 1 workshop per year

GOLD LEVEL SUPPORT:

  • Set Gold Service Level Targets
  • Proactive monitoring portal
  • Support service entitlements of 8 hours
  • Monthly health check report
  • Ability to request custom dashboards (individually costed)
  • Review every 6 months
  • 1 workshop per year

PLATINUM LEVEL SUPPORT:

  • Set Platinum Service Level Targets
  • Proactive monitoring portal
  • Support service entitlements of 16 hours
  • Monthly health check report
  • Ability to request custom dashboards (individually costed)
  • Review every 3 months
  • 2 workshops per year

For support level pricing please contact us to speak to our managed services and support team.

Next Steps

To learn more about UNIFY Support Services, please contact us and we will connect you with one of our solution specialists.

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