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.
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 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 ISO 27001:2022 (information security).
Key Documentation
| Document | Purpose | Audience |
|---|---|---|
| Service Strategy & Commitments | What services we deliver, SLA targets, how we operate | Customers & Partners |
| Risk Assessment Framework | How we identify and manage risks to service reliability | Customers & Partners |
| Service Performance Scorecard | Real-time metrics on uptime, response time, deployments | Customers & Partners |
| Document Control Procedure | How we maintain accurate, current documentation | Customers & Partners |
Related Standards
- ISO 27001:2022 — Information Security Management (parallel program)
- NIS2 Directive — EU regulatory requirement
- CRA Scope Determination — EU regulatory requirement
- IT Security Policy — Security implementation
Org Structure & Accountability
- Accountability Chart — Leadership roles (SMS Sponsor, Service Delivery Owner)
- Leadership Team — Meet the Unicis team
- Quarterly Planning & Reviews — How we review performance
Questions?
Questions about our ISO 20000-1 certification or service commitments?
→ Email us: compliance@unicis.tech