Silverback Embraces the Desktop

Managed services platform provider Silverback Technologies is extending its service beyond servers and network perimeter devices, this time to encompass desktop computers too.

It's a service that MSP customers have been demanding from their providers, and one that Silverback has dabbled in as a result. But now the company, based in Billerica, Mass., has bundled together a handful of services into a competitively priced offering that MSPs can turn around and offer to their own customers.

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"It's reflective of a substantial change in the MSP marketplace now where we are seeing partners wanting to do more for SMBs [small and midsize business]," said Jonathan Wolf, vice president of product marketing and management at Silverback.

Silverback's new desktop service offers basic asset tracking, virus software monitoring, patch scanning and deployment, and remote access and monitoring at $30 per desktop in the form of a perpetual license. That price is a giant drop from the previous Silverback price for the same service—$115 per desktop.

On top of that, SilverBack is offering a desktop-type help desk service for an additional fee of $35 per month per desktop through a partnership with MSP provider Do IT Smarter, based in San Diego, which is the company that is providing the actual services.

"End users have questions like 'How do I print this spreadsheet?'" said Wolf. "Now if you are a VAR you can offer the desktop help desk service, make money and not have to take annoying phone calls if you don't want to."

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Do IT Smarter's help desk consists of about 20 engineers, all based out of the company's San Diego headquarters. They offer 24x7 help desk support by keeping people working around the clock. The company has been providing such help desk services since 2000 from its San Diego headquarters.

CEO Don Begg said that approach has paid off in the form of high ratings from the Help Desk Institute's regular evaluations.

And it's an approach that scored high points with MSP platform provider Silverback.

"We have seen other providers of this in the market place," said Silverback's Wolf. "Do IT Smarter is someone we have a relationship with already, and their price point was competitive. We knew our partners would get an attractive service at an attractive price point."