On Demand Support (also called ad-hoc support) is a flexible way to get high-skill IT help without committing to a traditional MSP-style subscription.

It is a strong fit for small (1-100 users) and mid-sized (up to 500 users) organizations that want:

• expert help when they need it

• clear, ticket-based communication

• practical fixes that improve stability long-term

• predictable, straightforward billing

Many clients start with On Demand Support and stay with it for years because it meets their needs without recurring overhead.

If your organization requires guaranteed response times or after-hours coverage, please see our SLA Based Support plans.

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What On Demand Support is best for

On Demand Support works well when you need any of the following:

• Help with day-to-day IT issues without a monthly contract

• Project work (migrations, upgrades, redesigns, security hardening, cleanup)

• Server and network troubleshooting when something complex breaks

• Extra capacity during a busy period

• A second opinion on infrastructure decisions, design, or budgeting

• Escalation support for in-house IT teams

• White-label friendly infrastructure support for other IT providers

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How service requests work

All requests are tracked through our ticketing system so work stays organized, traceable, and easy to follow.

You can open a request by:

• Phone

• Email

• Our support portal (ticket submission and status tracking)

Once your ticket is created:

• You receive confirmation and a ticket number

• You get email updates as technicians post progress

• You can review current and previous tickets through the portal

If the request requires a real-time call or remote session, we will schedule a time with you (or your staff) based on availability and urgency.

Priority handling

We will assign a priority based on impact and business risk (for example, "down system" vs "new user setup"). On-demand support is not a guaranteed-response service, but we make every reasonable effort to respond quickly to urgent issues.

If you require guaranteed response targets, escalation coverage, or 24x7 availability, an SLA plan is the right fit.

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What we typically support

On Demand Support can cover most infrastructure needs, including:

• Workstations, laptops, and user issues

• Servers, virtualization, storage, and core services

• Microsoft and open-source environments

• Network troubleshooting (LAN/VLAN/WAN/VPN, Wi-Fi, firewalls, routing)

• Active Directory, DNS, DHCP, and authentication issues

• Email and collaboration platforms (including security hardening)

• Backup and recovery assistance (including restore support)

• Performance troubleshooting and root-cause analysis

• Planning and execution for upgrades and migrations

If you are not sure whether something is in scope, ask. If we are not the right fit for a specific request, we will tell you early and recommend the best path forward.

On-Demand Service Request Process

Next step

If you need help with an issue, a project, or a plan, contact Silver Networks and tell us:

• what is happening

• who is impacted

• what urgency level you are dealing with

• when someone will be available (if a call or remote session is required)

We will respond, create a ticket, and move the request forward with clear communication and practical execution.