Managed services support

After the Go-Live and warranty period, it is expected that the transition from Go-Live to Managed Service will occur. This transition will involve moving from the initial implementation and stabilization phase (Hyper-Care) of the project to ongoing support and maintenance provided by Silver Linings.

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Ongoing support

Silver Linings will be responsible for ensuring the continued operation and performance of the system, providing ongoing support and maintenance services, and implementing any necessary upgrades or improvements. This transition will ensure that the system remains up-to-date and performing optimally, while minimizing any disruption to the end-users.

Hyper-Care

  • Ongoing end users support post Go-Live on the data integrity, availability and performance of the system
  • Identification and resolution of Incidents/Bugs
  • Understanding of raised incidents and trends
  • End-user support in System adoption

Train Service Desk

  • Identify end users to raise incidents and provide access to the SLCS Support Desk
  • Provide coaching to end users on the SLCS Support model - how to route Issues/Questions, manage issues tracking and status reporting

ITSM Service

  • SLCS Support Desk: Communication channel to raise cases, send requests, monitor open cases, share information, files, communication of resolution and status updates
  • SLA terms - Response and problem-solving times expressed in hours for critical issues
  • Identify lessons learned - update documentation as needed

Library

  • Salesforce Knowledge
  • Knowledge Transfer - Inputs and step by step guidance articles on system
  • Lessons learned documentation

Managed services

  • On-site, face-to-face support for users and key stakeholders
  • SLA Management and reporting
  • Regular Service Delivery Management meeting and reporting
  • Phone and Self-Service Support portal
  • Blend of local and Mauritius support consultants to align to budget
  • Support Continuous Integration and Release Management
  • Minor projects for additional enhancement and integration services
  • Additional Hypercare Support (outside of business hours)
  • Ad hoc enhancement and bug fixes Data Management, migration and manipulation
Managed Services

Key benefits

Peace of mind

  • Get the help you need, when you need it most.
  • Guaranteed Service Level Agreement and response times with phone and email support.
  • Priority 1 processes for mission critical support.
  • Dedicated support portal where you can lodge and track ongoing progress with issues.
  • 3 month warranty for all Silver Linings deliverables.

You are hiring WA’s largest Salesforce team

  • Silver Linings certified Consultants will provide you with Salesforce best practice solutions and advice.
  • No need to employ additional dedicated in-house personnel to support your Salesforce.
  • Augment your existing Salesforce team with specialised experienced Consultants where required.
  • Knowledge of your business and Salesforce solution is retained, no need to repeatedly explain.

Flexible and agile

  • Flexible contracts: Any hours not utilised, accrue for future months and can be utilised for further enhancements.
  • Customers decide what we work on and when, aligning to your priorities and budget.
  • Ongoing enhancements and projects can be managed in conjunction with support contract.

Our services

Our vast experience across diverse industries, enables our consultants to deliver innovative, industry-leading solutions resulting in revenue growth, increased opportunity and improved account management.

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Salesforce implementation

Our collaborative approach involves close engagement with your stakeholders to craft a tailored solution precisely aligned to your requirements.

View our process

Managed services

Get the help you need, when you need it most with Guaranteed Service Level Agreements and lightening fast response times with phone and email support.

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Data security

Silver Linings provides expert guidance and assistance to businesses and organisations to ensure the confidentiality, integrity, and availability of their Salesforce data and resources.

Protect your data