What our technical support covers

Technical support at Silver Networks spans the full range of business infrastructure, from end-user issues to deep server and network troubleshooting.

End-user and workstation support

We help keep staff productive without turning every minor issue into a major event, including:

• Workstation setup, deployment, and standardization

• Laptop support and secure remote-work configuration

• Performance troubleshooting (slow systems, unreliable apps, connectivity issues)

• Device upgrades and repairs

• Printer and peripheral troubleshooting (where applicable)

Server and infrastructure support

We support the systems that your business depends on, including:

• Server deployment, upgrades, and repairs (physical and virtual)

• Virtualization platforms and virtual machine troubleshooting

• Storage systems, file servers, permissions, and access issues

• Performance bottlenecks (CPU, RAM, disk I/O, networking)

• Capacity planning and upgrade path recommendations

Network support and troubleshooting

We design, support, and troubleshoot business networks, including:

• Remote network management and ongoing support

• LAN, VLAN, WAN, and VPN configuration

• Switch, wireless access point, and router configuration

• Firewall rules, segmentation, and access controls

• Multi-site connectivity and site-to-site designs

• Diagnosing intermittent problems and network performance issues

Core network services and identity

We support the services that everything else relies on, including:

• Active Directory design, implementation, and troubleshooting

• Group Policy design and cleanup

• DNS, DHCP, and related core services

• Roaming profiles and folder redirection (where still used)

• Authentication and access troubleshooting

Email and collaboration support

Email is often one of the most targeted systems in a business. We can help with:

• Email platform support and troubleshooting

• Anti-spam and mail security configuration

• Practical hardening to reduce compromise and phishing risk

• Secure access models that minimize unnecessary exposure

Backup, recovery, and "it must come back up" situations

Backups only matter when you can restore. We support:

• Backup system setup and verification

• Backup monitoring and reporting

• Restore assistance (accidental deletion, corruption, hardware failure, ransomware events)

• Disaster recovery planning and practical recovery testing (when in scope)

Third-party application and vendor coordination

When a line-of-business app breaks, you often need both IT and the vendor to cooperate. We help by:

• Troubleshooting infrastructure-side causes (networking, permissions, performance)

• Coordinating with the vendor to move the issue forward efficiently

• Providing the technical detail vendors typically require

Out-of-warranty and long-life infrastructure support

Some environments run reliably for a long time with proper care. We can:

• Keep stable systems running safely with sensible maintenance

• Recommend replacement only when reliability, performance, or security justify it

• Plan upgrades to minimize downtime and disruption

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How we deliver support

Ticket-based, traceable work

We run support through a ticketing system so requests stay organized and nothing gets lost. This also creates a clear history of:

• what was done

• why it was done

• what changed

• what to watch next

Root-cause focus

We prioritize fixing the underlying problem, not just the symptom. That typically means:

• identifying what triggered the issue

• correcting configuration or design problems

• documenting the resolution

• recommending preventative changes when appropriate

Clear communication

We keep updates understandable and actionable:

• business impact in plain language

• technical detail when it is useful

• next steps and options when a decision is required

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Remote support that is designed to be safe

Remote access is essential, but it must be implemented responsibly.

Where practical, we prefer a secure access model that reduces exposure, such as:

• VPN-first access to internal systems

• time-bounded remote sessions for troubleshooting

• monitoring that runs inside the environment rather than relying on permanent third-party relays

Security should not be a daily burden for staff. When remote access is needed, we aim to make it seamless for users while keeping the environment protected.

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Working with in-house IT teams and other providers

We frequently support organizations that already have some level of IT coverage. In those cases, we can:

• act as escalation for complex server or network issues

• provide project delivery for infrastructure changes

• bring specialized expertise for virtualization, storage, backup, or security hardening

• work white-label friendly for IT providers who need deeper infrastructure capability

Our default mode is cooperative: we support the outcome, respect existing relationships, and keep communication clean and professional.

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Ways to engage Silver Networks for support

Technical support can be delivered under different models depending on your needs:

• On Demand Support for flexible, pay-as-needed help

• SLA Based Support for guaranteed response targets and proactive maintenance

If you are not sure which model fits best, we can recommend the right approach after a quick review of your environment and priorities.