For organizations that need predictable IT support and guaranteed response times, Silver Networks offers contract-based (SLA) support plans.

These plans are designed for small (1-100 users) and mid-sized (up to 500 users) businesses that want a stable environment, lower day-to-day IT friction, and clear expectations around response and ongoing maintenance.

If you prefer flexible, pay-as-needed help, our On Demand Support is a good starting point. If you want priority handling, proactive maintenance, and defined response targets, SLA Based Support is the right fit.

What SLA support means at Silver Networks

SLA support is built around two principles:

1. Prevent issues before they impact your business

2. When something breaks, respond quickly with clear ownership and follow-through

Once your environment is certified and supported by Silver Networks, your plan provides a consistent support model for your core IT infrastructure. That includes proactive monitoring, maintenance, and remediation as needed, without surprise labor charges for routine infrastructure issues.

What is included

Guaranteed response targets

Each plan includes a defined maximum response time for support requests, based on the plan tier. Response targets apply to qualified support tickets and supported infrastructure.

Proactive maintenance and problem prevention

Depending on your environment and needs, this can include:

• proactive monitoring and alerting

• operating system patching and upgrades

• routine health checks on core systems

• performance and reliability improvements over time

Infrastructure-focused unlimited support

Our SLA plans are designed to cover the IT infrastructure we support and certify, such as:

• network equipment and core network services

• servers and virtualization platforms

• identity and authentication (where applicable)

• backup and recovery systems

The goal is simple: keep the foundation stable so your business can operate without constant disruption.

Backup oversight and recovery support

We treat backups as something that must be verified, not assumed. Plan features can include:

• regular backup report checks

• backup testing (where appropriate)

• restores and recovery assistance (hardware failure, ransomware events, accidental deletion, etc.)

IT strategy and risk reduction

SLA clients can also benefit from ongoing guidance, including:

• business IT planning meetings

• infrastructure security risk assessments and improvements

• upgrade path planning that is based on real needs (reliability, performance, security), not replacement cycles

How onboarding works

To deliver predictable response and reliable outcomes, we establish a supported baseline. Typically this includes:

• an initial review of your environment and priorities

• confirming what systems are in scope

• documenting access, key systems, and recovery requirements

• implementing monitoring and basic operational standards (as needed)

If your environment has inherited issues, we may recommend a short stabilization phase first. This helps ensure the SLA is built on something dependable, not on top of unresolved problems.