Products & Services
SILVERBEAR SUPPORT
Silverbear provides a proactive support provision based around the OGC IT Infrastructure Library (ITIL) guidelines. These guidelines cover the ten essential areas that need to be addressed in order to offer a highly reactive and proactive support capability to our customers.
In line with the ITIL guidelines, Silverbear's support provision covers:
- Incident management
- Problem management
- Change management
- Configuration management
- Release management
- Service level management
- Financial management
- Capacity management
- Availability management
- Continuity management
In addition to the process and infrastructure needed to run and support the solution we believe that a key part of our ongoing role is to stimulate and even at times challenge our customers about the supported solution and the broader technology landscape and how our customers exploit its full potential within the region. We would propose two regular initiatives:
- User Group:
- Blue Sky Days:
Support Offering
The primary objective of Silverbear support is to ensure that normal, agreed levels of service are maintained (and exceeded) on an on-going basis and that any possible disruption to this level of service is detected and corrected, before it has an adverse impact on business operations. In those situations where, unfortunately, the level of service is disrupted, an efficient mechanism will be in place to restore service as quickly as possible, whilst at the same time ensuring that such an outage does not occur again by solving the root problem. Where changes are required to any aspect of the supported solution, processes and procedures will be in place to ensure that they are fully tested in a test environment before being applied to the live environment in such a manner that they have the minimum disruptive influence on the smooth running of this environment. In order to meet these requirements, the Silverbear support desk will place an essential role.
Agreed Service Levels
It is imperative that a realistic set of service level agreements (SLAs) are agreed that ensure that the supported solution is able to operate at an acceptable level to all of its users, both internal and external, whilst allowing for routine maintenance activities to take place. Agreed outage times for server reboots, etc will need to be negotiated and documented. Silverbear will publish weekly management information relating to its adherence to the agreed service levels.
For each service level agreement agreed, an escalation path within Silverbear and our customers will be further agreed. In this way, key personnel will be kept informed, at each stage, should a service level agreement be breached. Where the service level agreement breach has, or is likely to have, a significant impact on the live operation of the supported solution, senior management representatives of our customers and Silverbear will be alerted and agreed steps to restore service will be taken by this group.
Any operational service level agreements (OLAs) that are agreed betweenour customers , Silverbear and service provider partners will have to take into account the overall service level agreements that have been agreed between Silverbear and our customers. Silverbear will be responsible for ensuring that such synchronisation takes place, our customers should not need to be aware of such OLAs. In those exceptional cases, where an OLA does impact the SLAs, Silverbear will discuss these with our customers and the service provider partner, and will seek a resolution to any issues arising.
