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Managed Services
Silverlake would play a prominent partnership role to further enable our clients to focus on your growth strategy and value creation whist letting us handle the end-to-end managed services. As the client’s Managed Services Partner, we would be committed to the industry we serve and leverage a world class combination of process excellence, domain expertise, global delivery, and technology.
Start-up and Service On-boarding
With every project we would mobilise the for start-up and implementation. This capability would support the entire delivery life-cycle of the infrastructure and application, from setup of governance, resourcing, implementation and complete functional and security testing, deployment and post production support. Our flexibility, conventional or agile, does allow the client to select project implementation approach.
Project Management Office (PMO)
Project Planning, Governance, Performance, Schedule, Communication, Risk, Issue, Scope Management
Start-up Service
Implementation,
Network, Security, System Setup
Infrastructure, Platform and Software Services
Our managed services approach is to provide clients with maximum choices. Silverlake has several banking engines for SaaS, depending on the client’s business and IT direction – all of which is designed for simplicity and yet powerful. Depending on the banking engine chosen we are able to configure the optimised platform and infrastructure to suit.
Software as a Service (SaaS)
Choice of Software:
(SIBS, Mobius, DSP-Mega, IPZ, Symmetri etc.)
Platform as a Service (PaaS)
Choice of Platform:
iSeries, xSeries, Linux etc.
Network/Security equipment etc.
Infrastructure as a Service (IaaS)
Choice of PROD & DR DC - Real time data replication
Data Center IT, Network & Management Services
Silverlake and hosting partners are equipped with proper and comprehensive facilities and is a fully certified data center for operations that provide round-the-clock (24/7) services.
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Silverlake conforms to certified Data Centre and IT Operations practices, having the requisite capacities, technologies, investments, personnel experiences and skill pools to provide our clients with a guaranteed level of service for its IT processing needs. We work with our hosting partners to deploy and monitor the service standards and security requirement.
Our commitment to external bodies includes, the certification accredited by Uptime Institute and Global Security Standards and certifications such as PCI-DSS, ISAE3402 and Visa and MasterCard International.
IT and Network Operations
Operations, Network, Capacity Management, Monitoring, Performance Reporting
Security Operations
Device, Threat and Vulnerability, Incident Response, Monitoring, Intel, Scan, Security Updates
Client Support and Management Services
Central to our Customer Support Structure is our established Command Center which consists of our integrated monitoring of the applications. Silverlake provides a 24/7 contactable helpdesk and together with our versatile case management work-flow platform, our clients are empowered to report and log problems. It is also used to check on the progress status of each of the reported items anytime and anywhere via the phone or through the internet portal.
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This capability has an established team with application expertise to support the client in enhancements and also for new business features.
Engagement & Relationship
Overall Service Ownership
Update on technology and services
Client Service Management
Level 1.5 Helpdesk, Service Level Management, Performance Report, Monitor and dispose issue logs
Application Management Services
Level 2 and Level 3 Support
Design, develop, test, deploy
Administration & Corporate Services
Legal, Escrow, Finance,
Corporate Services
Business Process Operation Services
Our BPO outfit apply our proven approach, deep industry experience, and collective know-how to deliver superior services and to minimise the risks our clients encounter when they outsource. We simplify complex, end-to-end BPO services complemented with Silverlake’s Information Technology Operations we provide the complete services that continuously help improve our clients’ efficiency and productivity while delivering measurable results.
Issuing &
Acquiring BPO
Advisory & Consulting
Customer Service Center
Reports & Analysis
Authorisation
Enforcement
& Compliance
Dispute & Chargeback
Settlement
Fraud & Security
Acquiring Operations
Business Continuity
Governance, Risk & Compliance
Utmost in the fabric of our hosting and technology is making very sure the compliance to relevant international standards such as PCI-DSS and ISAE3402 for banking requirements are delivered and sustained. With our years of practice, we have a very regimented approach to ensure continuous monitoring, evolving and implementation of the security measures, including audits to assure external certification bodies and various central banks’ requirements.
Service Level Agreement
We regard a proper Service Level Agreement (SLA) as crucial to the managed services arrangement. With collaboration, the SLA will identify the service commitments between Silverlake and the client as well as define the boundary of our respective responsibilities. We will work with our client to design an industry SLA to best meet your organisation’s specific needs, with continuous monitoring and reporting
Subscription Pricing
Think Big, Start Small, Scale Fast
The pricing approach is through a subscription model where there no capital expenditure for the back end managed services requirement. Typically, this would be a monthly charge based on number of accounts or number of transactions, and we are open to understand alternatives methods. The benefits are many, key would be the quick time for the SaaS deployment as our foundations are in place, ability to start small and scale rapidly.