TELECOMMUNICATION SOLUTIONS
TELECOMMUNICATION SOLUTIONS
Silver Ridge manage a group of over 50 qualified and experienced technical personnel as part of the Network Operation & Maintenance Department (NOMD). These engineers are located either centrally in Kuala Lumpur or around the nation. We provide supports services at 23 locations around Malaysia, with representation available from Alor Setar to Johor Bahru, Kuching to Kota Kinabalu.
Our Business Philosophy of “Service Excellence” ensures our commitment to provide comprehensive maintenance schemes tailored to our client’s specific needs. As a reputable service provider with nearly 20 years’ experience in providing engineering services, Silver Ridge are committed to providing prompt, reliable, quality services to our clients. These assurances are delivered via a strong, established logistic network set up specifically to meet the requirements of our clients.
One of Silver Ridge’s core-competencies lies in our diverse technical expertise; a large pool of technical personnel with a range of experience and accreditation to suite various specialised systems. Given access to our effective inventory & logistics system, our streamlined operations work to provide your network with maximum up-time. Silver Ridge have extensive protocols for sending/receiving materials, tracking, packaging, preparing documentation, repair/return processes and reporting.
Another software package jointly developed by Silver Ridge, the Field Service Management Information System, is employed to manage our nationwide network of service resources. Reporting modules provide detailed analysis of NOMD performance and statistics with important data forwarded to clients for their records, optimising productivity, reducing costs, and enhancing customer satisfaction.
The first point of contact for most support enquiries is via our advanced call centre. This unit operations 24/7/365 to ensure incoming requests are logged and tracked efficiently. This front-line team utilise our bespoke ticketing system, adaptable to client specification, to manage ticket monitoring and acceleration based on urgency.
One of Silver Ridge’s core-competencies lies in our diverse technical expertise; a large pool of technical personnel with a range of experience and accreditation to suite various specialised systems. Given access to our effective inventory & logistics system, our streamlined operations work to provide your network with maximum up-time. Silver Ridge have extensive protocols for sending/receiving materials, tracking, packaging, preparing documentation, repair/return processes and reporting.
Another software package jointly developed by Silver Ridge, the Field Service Management Information System, is employed to manage our nationwide network of service resources. Reporting modules provide detailed analysis of NOMD performance and statistics with important data forwarded to clients for their records, optimising productivity, reducing costs, and enhancing customer satisfaction.
The first point of contact for most support enquiries is via our advanced call centre. This unit operations 24/7/365 to ensure incoming requests are logged and tracked efficiently. This front-line team utilise our bespoke ticketing system, adaptable to client specification, to manage ticket monitoring and acceleration based on urgency.
By engaging Silver Ridge, our NOMD team will ensure their system is consistently reliable and available to our users; a support plan custom-made to their requirement comprising of the following features;
- DEDICATED ACCOUNT MANAGEMENT
- A Service Supervisor and an Account Manager are assigned to oversee every contract. They will ensure the Service Level Agreement is met and act as liaison for monthly meetings and reporting.
- MAINTENANCE & SUPPORT
- Silver Ridge provide prompt request resolution, minimising downtime and promoting smooth business delivery. Backup equipment critical to operations will be stocked at our strategically located nationwide service centres to increase availability in time of need.
- REGULAR INSPECTION
- Silver Ridge engineers perform regular standardised inspection of network equipment to gauge its performance and wear. These inspections identify potential points of failure before an event occurs, precipitating timely maintenance actions to avoid unexpected downtime.
- CORRECTIVE MAINTENANCE
- Silver Ridge perform Corrective Maintenance on all items where the consequences of failure or wear are not significant, as long as the cost of the maintenance is not greater than Preventative Maintenance.
- PREVENTATIVE MAINTENANCE
- Silver Ridge perform Preventative Maintenance to preserve and enhance equipment reliability. Our processes include both partial and complete overhauls of specified periods; engineers record equipment deterioration and monitor their condition to assign maintenance activity before it is required.
- RETURN MERCHANDISE AUTHORISATION (RMA)
- Silver Ridge provide Return Merchandise Authorisation services, including sending/receiving materials, recording serial information, packaging, shipping, documentation, tracking and updating of records. This end-to-end service dictates the processes for returning equipment to our principal for servicing/replacement, providing customers with peace of mind.
- QUALITY ASSURANCE
- Silver Ridge Service Level Agreements seek to provide our customers with total clarity regarding the services, priorities, responsibilities, guarantees and warranties that are provided by our contracts. Each area of our services is broken into well-defined levels, based on availability, serviceability, performance, operation, or another attribute of that service.
By engaging Silver Ridge, our NOMD team will ensure their system is consistently reliable and available to our users; a support plan custom-made to their requirement comprising of the following features;
- DEDICATED ACCOUNT MANAGEMENT
- A Service Supervisor and an Account Manager are assigned to oversee every contract. They will ensure the Service Level Agreement is met and act as liaison for monthly meetings and reporting.
- MAINTENCANCE & SUPPORT
- Silver Ridge provide prompt request resolution, minimising downtime and promoting smooth business delivery. Backup equipment critical to operations will be stocked at our strategically located nationwide service centres to increase availability in time of need.
- REGULAR INSPECTION
- Silver Ridge engineers perform regular standardised inspection of network equipment to gauge its performance and wear. These inspections identify potential points of failure before an event occurs, precipitating timely maintenance actions to avoid unexpected downtime.
- CORRECTIVE MAINTENANCE
- Silver Ridge perform Corrective Maintenance on all items where the consequences of failure or wear are not significant, as long as the cost of the maintenance is not greater than Preventative Maintenance.
- PREVENTATIVE MAINTENANCE
- Silver Ridge perform Preventative Maintenance to preserve and enhance equipment reliability. Our processes include both partial and complete overhauls of specified periods; engineers record equipment deterioration and monitor their condition to assign maintenance activity before it is required.
- RETURN MERCHANDISE AUTHORISATION (RMA)
- Silver Ridge provide Return Merchandise Authorisation services, including sending/receiving materials, recording serial information, packaging, shipping, documentation, tracking and updating of records. This end-to-end service dictates the processes for returning equipment to our principal for servicing/replacement, providing customers with peace of mind.
- QUALITY ASSURANCE
- Silver Ridge Service Level Agreements seek to provide our customers with total clarity regarding the services, priorities, responsibilities, guarantees and warranties that are provided by our contracts. Each area of our services is broken into well-defined levels, based on availability, serviceability, performance, operation, or another attribute of that service.
Silver Ridge’s Business Philosophy of “Service Excellence” ensures our commitment to provide comprehensive maintenance schemes, tailored to meet our customers’ requirements.
Our range of services should provide an option for any potential client, providing an attractive combination of professional support and affordable pricing.
As a reputable service provider recognised around the region, and coupled with 20 years’ experience delivering engineering services, Silver Ridge are committed to ensuring PROMPT, RELIABLE and QUALITY support to our customers.
This commitment is delivered via a strong and established infrastructure, specifically designed to match the ever-changing nature of our customer requirement.
Currently, Silver Ridge holds more than ten Comprehensive Maintenance Contracts with National Service Providers in Malaysia, inclusive of DSLAM, MSAN & IPMSAN HSBB.
Silver Ridge’s Business Philosophy of “Service Excellence” ensures our commitment to provide comprehensive maintenance schemes, tailored to meet our customers’ requirements.
Our range of services should provide an option for any potential client, providing an attractive combination of professional support and affordable pricing.
As a reputable service provider recognised around the region, and coupled with 20 years’ experience delivering engineering services, Silver Ridge are committed to ensuring PROMPT, RELIABLE and QUALITY support to our customers.
This commitment is delivered via a strong and established infrastructure, specifically designed to match the ever-changing nature of our customer requirement.