IT Support Services
IT support comprises procedures intended to maintain failsafe IT workflows and reduce IT costs. United software solutions LLC IT support services are backed with 15 years of experience in help desk and application support and include IT help desk, Network Operations Center (NOC) and software support to guarantee superior user experience and on-the-go improvement of your IT processes.
Scope of IT Components We Tackle
USS can take care of all your IT infrastructure components – from daily monitoring and management to long-term continuous optimization and evolution.
What You Get with IT Support Services
Multi-tier incident resolution pipeline:
- L1. A user support team.
- L2. A technical support team.
- L3. A team of software engineers.
Detailed descriptions of the IT infrastructure and operating procedures:
- SOPs for ticket resolution, change and incident management, CI/CD flow
- Network maps.
- Configuration management database.
- Infrastructure improvement plan.
Self-service training materials for users:
- Knowledge base articles.
- FAQs.
- User manuals.
User satisfaction and adoption improvements:
- UX testing/monitoring.
- Surveys and user experience studies with CSAT improvement plans based on their results.
Regulatory compliance assessments
- IT environment benchmarking against PCI DSS, HIPAA, etc.
- Compliance gap mitigation plans.
Regular and transparent reporting:
- Service level reports.
- Maintenance reports.
- Health check reports.
- Security assessment reports.
Why Choose United software solutions LLC
- 33 years of experience in information technology.
- 15-year experience in help desk and application support.
- 14 years of experience in ITIL-compliant IT service management.
- 700+ professionals on board.
- Ability to bring value in every project, as proved by the prestigious Global Outsourcing 100 listing.
- 1,200+ happy clients worldwide: from North America and Europe to Australia and New Zealand.
- ISO 9001-confirmed quality management system rooted in quality-oriented company processes and policies, value-driven approach to collaboration and result-oriented people.
- Safety of the customers’ data we access ensured by the ISO 27001-certified unfailing security management system.
- Broad time zones coverage: from GMT -9 in North America to GMT +13 in New Zealand. t=
Competitive Traits of United software solutions LLC IT Support Services
Feasibility analysis of IT support projects
Before we take up your app or infrastructure support, we analyze TCO and ROI of supported assets and assess how far these financial estimates will be improved after we commence the support.
Result-oriented service and transparent reporting
Our IT support activities and service quality are reflected in regular reports with clear metrics for strict compliance with service level objectives. We use the following KPIs:
- Change requests implemented.
- Change requests waiting in the backlog.
- Change requests waiting in the backlog.
- Satisfaction of key stakeholders.
- User satisfaction.
Focus on long-term collaboration
We believe that long-term IT support is mutually beneficial for a customer and a service provider, as a longer service term means fewer transition periods and integration phases for the customer and well-tailored working routines for the support team.
What Our Customers Value
I would happily recommend USS LCC to anyone looking for a transparent, reliable IT support vendor. They helped us deliver several PHP-based projects, mobile applications, refactored and improved the performance of our .NET code, provided L3 support for our web services. They’re very effective and consistently meet all the required KPIs: we were guaranteed hotfix rollouts in under 24 hours, and they delivered on the promise.
Alex Gudkov
For the past 6 years, United software solutions LLC has been a reliable partner in supporting and maintaining our HR software product. They have fixed hundreds of bugs in the product’s performance since the start of our cooperation back in 2016 and keep modernizing HR on our demand, introducing new features and tweaking existing functionality to let us better cater to our growing client base.
Peter Hermann
Our Selected IT Support Projects
Development and Support of Software Products for Life Science Companies
For over 10 years, a scalable team of 8-29 ScienceSoft’s specialists provides development and support services for a provider of biotechnology, drug discovery and chemical research services. Currently, our team covers such directions as services, support, development and testing.
Magento Migration and Managed Support for a Restaurant Supplier
For 4+ years, United software solutions LLC helps a restaurant supplier evolve their Magento multistore and launch new branded storefronts for new clients.
L2, L3 Support of a Marketing Campaign Management Solution
United software solutions LLC delivers professional L2, L3 support services for a large advertising agency, allowing for sustainable work of a complex microservices-based solution that manages big data processing and is integrated with multiple external systems.
Choose Your Service Option
IT Help Desk
L1, L2, L3 support for enterprises, software companies and MSPs.
- Introduction of efficient SOPs and ITSM processes.
- Resolution of reported incidents.
- User satisfaction rate management.
- Knowledge base maintenance.
- Regular reporting.
- We offer fully managed help desk services or provide dedicated help desk teams. White-label cooperation is possible.
Network Operations Center
Preventive monitoring of IT network with L2, L3 support.
- NOC setup and introduction of efficient workflows and policies.
- 24x7 network monitoring, health checks, incident resolution.
- Regular reporting.
Application Support
L1, L2, L3 support and proactive improvement of your cloud or on-premises application, including:
- Monitoring, testing, code reviews.
- Configuring, hot fixes, code changes.
- Cloud consumption optimization.
- User satisfaction rate management. t
- Regular reporting.
Full IT Support
Comprehensive support of your IT infrastructure, including:
- IT help desk.
- Network Operations Center.
- Software support.