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Silversands Ltd, Albany Business Park, Cabot Lane
Poole, Dorset, BH17 7BX

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Support Services

With over 30 years of experience in delivering on-premises and cloud solutions, we’re always here to help with advice, configuration assistance, or issue resolution.

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Like many organisations, you likely have a diverse and complex IT infrastructure in addition to a broad range of solutions.

Your on-premises systems might include Windows Server, Active Directory, SQL, System Center and maybe even Exchange. If you’ve made a move to cloud services, you may be using Microsoft 365 or have an Azure platform delivering a wide variety of solutions.

Even with in-house resources, support burdens can quickly ramp up, and additional assistance may be required.

With our 30+ years of experience working with on-premises and cloud solutions, we are here to provide the IT support you need.

How we help

  • Enhancing your in-house capabilities with our wide-ranging experience and specialist knowledge
  • Providing second or third-line support to resolve incidents
  • Removing workloads from your support team
  • Helping you to maintain security and supportability
  • Remote system monitoring and alerting
  • Helping you to optimise and configure your Microsoft solutions
  • Providing advice and guidance

Our team of highly skilled engineers and escalation consultants provide IT support services across the full ecosystem of Microsoft applications and solutions, whether you need help with Microsoft 365, Azure, SharePoint or any other Microsoft technology:

Our Technology Coverage

  • Microsoft 365
  • Microsoft Azure
  • Windows Server
  • Active Directory
  • Exchange
  • SharePoint
  • SQL Server
  • Windows Desktop
  • System Center Configuration Manager
  • Intune / Endpoint Manager

Contact us to discuss your support requirements and discover how we can help your organisation.

Interested in how we can help you?

If you have a project requirement or simply want to find out more about us and how we might be able to help you, fill in your details and one of our team will come back to you.

Speak to our team

Key elements of our service offering

Points Support Application Support SLA 24/7 Support Microsoft escalation On-Site Support Call Management All supported technologies
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Points Support

Our most popular support option is our points-based service. This service can be used to raise a support call for any of the solutions and technologies that we support, whether it’s a problem with SharePoint, Windows Server, Microsoft 365 or anything else.

Once the call is satisfactorily closed, the relevant number of points is deducted from the contract based on the resource level and time spent.

Apart from support calls, points can also be used for scheduled project work. Our customers love the flexibility this offers, particularly as it can be a useful way to ‘bank’ funds that might otherwise be timed out.

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Application Support

Even if you do not require an all-encompassing support option like our points service, you may need some support with a specific application, whether off-the-shelf or custom-developed. This could be because you don’t have the specific skills in your organisation, or perhaps you need to create capacity for other activities.

Whatever the scenario, we can provide application-specific support with appropriate service levels, either as a reactive or proactive service.

As an example, some of our customers have taken this service to provide support and Microsoft patching services for their Exchange Server or SharePoint infrastructures, helping to relieve their IT teams of the burden of looking after these complex platforms.

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All our support options are available with a standard 8-hour response service level agreement (SLA), but this can be uplifted to one hour for more critical systems that require a very fast response.

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24/7 Support

Where you have a critical business application that requires an enhanced level of coverage, we can provide a full 24/7 service. Depending on the requirement, this may include proactive monitoring by our team or may simply be an escalation service providing an additional level of help to your in-house team or even a third party.

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Microsoft escalation

Very occasionally, a problem is so serious or business critical that only Microsoft can help to fix it.  Luckily, we have an escalation agreement in place with Microsoft so that we can log calls on behalf of our customers.  It’s been rarely used but has proved to be an invaluable option when our customers have needed it.

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On-Site Support

Although our support service is typically performed remotely using tools such as Microsoft Teams, Solarwinds N-Able and TeamViewer, we can  provide on-site support services where this is required.

Whether it is a first-line service desk requirement, a general second-line need, or an application specialist, we can fill any gaps in coverage.

Our customers typically use this service to manage short-term issues such as staff sickness, backfill during increased project activity, or to provide additional cover while recruiting new staff.

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Call Management

All requests to our service desk are managed through our ticketing system, which is available to all our customers through an online portal. This allows you to view and update tickets as required.

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All Supported Technologies

We support Microsoft 365, Azure and the legacy on-premises technologies.  Click to view the full list.

Find out more