~~NOTOC~~
====== ISO/IEC 20000-1:2018 Certification ======

Unicis is pursuing **ISO/IEC 20000-1:2018 certification** — an international standard that demonstrates our commitment to **reliable, professional IT service delivery** aligned with ITIL best practices.

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====== What This Means for You ======

ISO 20000-1:2018 certification means:

  * **Reliable uptime** — We target 99% platform availability every month
  * **Safe deployments** — Every update is tested; we can rollback if issues arise
  * **Fast incident response** — We respond to critical issues within 2 hours
  * **Professional operations** — We follow industry-standard ITIL practices for managing IT services
  * **Continuous improvement** — We regularly review our service performance and improve

When we're certified, you can trust that Unicis operates your compliance data with the same discipline as large enterprises.

====== Why ISO 20000-1:2018? ======

ISO 20000-1 is the **only ISO standard designed specifically for IT service providers**. It focuses on:

  * **Service Design** — How we build the platform reliably
  * **Service Transition** — How we deploy updates safely
  * **Service Delivery** — How we keep things running and respond quickly when issues happen
  * **Service Improvement** — How we get better based on metrics and customer feedback

For SaaS providers handling sensitive compliance data (like Unicis), this certification signals **professional, managed service delivery**.

====== Our Service Commitments ======

As part of ISO 20000-1, Unicis commits to:

^ Commitment ^ Target ^
| **Platform Availability** | ≥ 99% uptime per month |
| **Critical Incident Response (P1)** | ≤ 2 hours response time |
| **High Priority Incident Response (P2)** | ≤ 8 hours response time |
| **Deployment Success Rate** | ≥ 99% (no rollbacks due to bugs) |
| **Security Patch Deployment** | ≤ 7 days for critical vulnerabilities |

See the [[pub:company:scorecard|Scorecard]] for real-time performance against these targets.

====== Timeline ======

^ Phase ^ Timing ^ Status ^
| **Foundation** | Sept–Oct 2026 | Policy & strategy approved |
| **Implementation** | Nov–Dec 2026 | Service procedures documented and tested |
| **Certification Audit** | Jan–May 2027 | Third-party audit |
| **Certified** | May 2027 | ISO 20000-1 certificate issued |

Running in parallel with [[pub:trust_center:iso_27001_overview|ISO 27001:2022]] (information security).

====== Key Documentation ======

^ Document ^ Purpose ^ Audience ^
| [[pub:company:service_strategy|Service Strategy & Commitments]] | What services we deliver, SLA targets, how we operate | Customers & Partners |
| [[pub:trust_center:risk_framework|Risk Assessment Framework]] | How we identify and manage risks to service reliability | Customers & Partners |
| [[pub:company:scorecard|Service Performance Scorecard]] | Real-time metrics on uptime, response time, deployments | Customers & Partners |
| [[pub:trust_center:document_control_procedure|Document Control Procedure]] | How we maintain accurate, current documentation | Customers & Partners |

====== Related Standards ======

  * [[pub:trust_center:iso_27001_overview|ISO 27001:2022]] — Information Security Management (parallel program)
  * [[pub:trust_center:nis2_scope_determination|NIS2 Directive]] — EU regulatory requirement
  * [[pub:trust_center:cra_scope_determination|CRA Scope Determination]] — EU regulatory requirement
  * [[pub:trust_center:policies:it_security_policy|IT Security Policy]] — Security implementation

====== Org Structure & Accountability ======

  * [[pub:company:accountability_chart|Accountability Chart]] — Leadership roles (SMS Sponsor, Service Delivery Owner)
  * [[pub:company:leadership|Leadership Team]] — Meet the Unicis team
  * [[pub:company:traction|Quarterly Planning & Reviews]] — How we review performance

====== Questions? ======

Questions about our ISO 20000-1 certification or service commitments? 

→ Email us: **compliance@unicis.tech**

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==== Navigation ====

← [[pub:trust_center|Trust Center]] | [[pub:trust_center:iso_27001_overview|ISO 27001:2022 →]]

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//Last reviewed: October 2026 — next review: Q4 2026//

{{tag>iso20000 itil service-management certification trust}}