IT Support Shaped to Your Business
Whether you’re a corporate or an SME, we’ll find a scalable solution that works for you. Pick from a wide range of services and solutions to build support, data protection & security into an agreement that’s perfect for your needs. Our Managed IT Support Service is trusted by fast-paced organisations that recognise the value technology can give them.
Why use Silverbug?
Our Approach
Silverbug’s transparent service delivery is based on the ITIL framework.
Therefore, should something unexpected happen, our ITIL-aligned IT support services are designed to get your infrastructure and services fully operational as quickly as possible.
We do this by proactively monitoring and managing your IT environment 24/7/365 via our Network Operations Centre (NOC). We ensure that all potential issues are detected before a problem occurs.
Our highly experienced IT support professionals manage all support requests quickly and efficiently. These can be raised via email, our online portal or by telephone. Most problems can be resolved within the first contact, causing minimal disruption to your business.
What’s included
Dedicated to delivering excellent customer satisfaction
Customer Satisfaction
SLA
Response Time
Access to MySilverbug
MySilverbug is your window into Silverbug. Access to MySilverbug is available to Enhanced, Enhanced+ and Modern Workplace IT customers. MySIlverbug is designed to give you access to everything Silverbug, all from a single portal. Explore the benefits of:
- Monitoring and managing tickets, status updates, IT assets and computer set-up
- Accessing MySilverbug university courses
- Centrally managing contracts, invoices and quotes
- Planning your IT roadmap and budgets
- Making a common request & order equipment, peripherals & licenses
Delivering the highest levels of customer service
Silverbug provides 24-hour ‘follow-the-sun’ IT support services for a variety of businesses around the world. Delivering worldwide customer service takes many resources and equipment; without proper management procedures, this service can fall short of expectations.
Therefore, to improve the efficiency of the Service Desk whilst delivering the highest levels of customer service, Silverbug has created the ‘Silverbug Assurance’ programme.
Monitoring and Performance
To maintain and improve our service quality, we regularly monitor and carry out performance checks on all employees.
Resourceful Training
All Silverbug employees go through ‘Silverbug Assurance’ Training, ensuring that they possess the knowledge and expertise to execute our services to a high standard.
Quality Assurance Checks
We also conduct one-to-one quality assurance checks with each employee to ensure that we are meeting targets and exceeding customer expectations.
As a professional rugby union club, we needed a flexible and reliable IT partner who, especially for commercial reasons, could deliver security, connectivity solutions and IT support. We also needed a solution that tailored to our match days with onsite IT support as well as setting up remote working.
Silverbug continues to meet our needs with a tailored IT service, broad knowledge about our internal systems and their relevant technical knowledge and experience to manage any issues that may arise. We’re also particularly pleased with Silverbug’s on-site support. Silverbug is so invested in our organisation, it has helped how we do things here at Harlequins.
Our relationship with Silverbug works very well because we trust them.
Harlequins F.C
Silverbug is always attentive and supportive to Community Action Dacorum’s needs as a charity with limited funds. For example, Silverbug is flexible and accommodating, allowing us to take a piecemeal approach to our projects. Having MySilverbug is very useful, too, because it lets me manage and track support requests.
The helpdesk is amazing, helpful and personable, taking into consideration that our employees are of all ages and skills. Silverbug always listens.
We have even recommended Silverbug to other charities.
Community Action Dacorum
As a company beginning from scratch, Youth Futures Foundation needed an IT provider that could give us managed services quickly, reliably and proficiently.
I’ve been particularly pleased with Silverbug because new user accounts were set up quickly and new equipment was ordered and dispatched to our employees really quickly, too. What’s handy is that all employees have access to MySilverbug, the online portal where we can raise tickets, check their progress and see all communication—all in one place.
I also like having a dedicated account manager I can call and is available to meet whenever necessary.
Youth Futures Foundation
