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Managed IT Support

One number to call, and a team that already knows your stack.

Helpdesk on Gulf hours, monitoring around the clock, patching, verified backups and asset management — against a response SLA that carries a credit when we miss it.

Book a discovery callBuild your plan
  • Dubai head office, GCC-wide delivery
  • Arabic and English throughout
  • Written scope and fixed timeline before you commit

You walk away with

  • Tiered helpdesk
  • 24/7 monitoring
  • Patch & backup
  • SLA with credits

Typical timeline

Ongoing, 2-week onboarding

Typical engagements start around

AED 3,500 per month

What good looks like

response target for a severity-one incident
15 minresponse target for a severity-one incident
monitoring with on-call escalation
24/7monitoring with on-call escalation
onboarding, including a full estate audit
2 weeksonboarding, including a full estate audit

The problem this solves

Your IT support is one overloaded person and a WhatsApp group. Tickets are lost because they were never tickets. Nobody has checked whether the backups restore. When something breaks at 2am the answer is to wait until morning, and when that person resigns, the knowledge leaves with them.

Where this usually hurts

  • Support is one person and a group chat

    Requests arrive by WhatsApp, get lost because they were never tickets, and nobody can tell you how many issues you had last month or what caused them.

  • Backups nobody has tested

    The job reports success every night. Whether it produces a restorable system is unknown until the day it matters.

  • Out of hours means tomorrow

    Something breaks at 2am and the answer is to wait for the morning, because there is no rota and no escalation path.

  • The knowledge leaves with the person

    Nothing is documented. When your IT person resigns, so does your understanding of how anything is wired.

We run the day-to-day: a helpdesk your staff can actually reach, monitoring that catches problems before anyone reports them, patching on a schedule, backups that are tested rather than assumed, and an asset register that reflects reality. It is unglamorous work, and it is the difference between an IT function that absorbs surprises and one that generates them.

Coverage that matches your working week

The helpdesk is staffed across Gulf business hours with Arabic and English support, and monitoring with on-call escalation runs continuously. That matters more than it sounds: a team covering the UAE working week from a European rota is offline for the first half of your Monday and all of your Friday afternoon.

  • Helpdesk staffed on Gulf hours, in Arabic and English
  • Monitoring and on-call escalation running continuously, including public holidays
  • Tickets by portal, email, phone or chat — however people actually ask for help
  • A named engineer who knows your environment, not a rotating queue

An SLA that costs us something

Response targets are tiered by severity and written into the contract, with service credits when we miss them. A commitment with no consequence is a marketing line; the credit is what makes it a commitment. We report performance against those targets monthly whether the month went well or badly.

15 min

response target for a severity-one incident

Backups are not backups until they restore

We run scheduled restore tests and report the result, because the failure mode nobody plans for is the backup job that has been reporting success while writing nothing usable for eight months. Recovery point and recovery time objectives are agreed per system and tested against, not left as aspirations in a policy document.

Documentation as the actual product

Every environment we support gets a living runbook: how it is wired, who owns what, which vendor holds which contract, how to fail over, and what to do at 2am. It is written so that your own team could take the service back in-house, which is deliberate — a managed service that depends on you not having documentation is a hostage arrangement, not a partnership.

What is included

  • Tiered helpdesk

    First, second and third line across Gulf hours in Arabic and English, by portal, email, phone or chat.

  • Monitoring & alerting

    Continuous checks on servers, endpoints, networks and cloud, with on-call escalation that reaches a human.

  • Patch management

    Scheduled OS and third-party patching with a tested rollback path and an agreed maintenance window.

  • Backup & recovery

    Scheduled backups, periodic restore tests, and RPO/RTO agreed and reported per system.

  • Asset & licence register

    Hardware, software, warranty and renewal tracking, so nothing lapses or over-renews quietly.

  • Monthly service review

    Ticket trends, SLA performance, risk register and a prioritised list of what to fix next quarter.

What we build with

  • Endpoint & identity

    • Microsoft 365
    • Intune
    • Entra ID
    • Jamf

  • Monitoring & backup

    • Zabbix
    • Veeam
    • Datto
    • Grafana

  • Service management

    • Jira Service Management
    • Fortinet
    • Sophos

How engagements are sized

Three sizes, so the scope matches the problem rather than the budget matching a template. Every tier is a starting point — the number moves with what we find in discovery, and you see the revised figure before anything is signed.

  • Essential

    One clear problem, scoped tightly and shipped.

    From

    AED 3,500

    per month

    A small team wanting reliable support and monitoring without a full-time hire.

    • Up to 25 users
    • Business-hours helpdesk
    • Monitoring and patching
    Get a firm number

  • Growth

    The full engagement, with measurement and iteration built in.

    From

    AED 9,000

    per month

    A growing business needing full coverage, backup assurance and reporting.

    • Up to 100 users
    • 24/7 monitoring and on-call
    • Backup with restore testing
    Get a firm number

  • Enterprise

    Multi-entity, regulated, or integrated across several systems.

    From

    AED 22,000

    per month

    Multi-site or regulated operations with strict availability and compliance needs.

    • Unlimited users and sites
    • Named engineers
    • Compliance and audit support
    Get a firm number

Prices are in AED excluding 5% VAT. Other currencies on the pricing page.

How delivery actually runs

The phases below are what a typical engagement moves through, with the durations we plan against. You always know which phase you are in and what leaves it.

See the full process
  1. 1

    Discovery audit

    1–2 weeks

    Full inventory of hardware, software, licences, network and cloud, plus a risk list and the current backup position.

  2. 2

    Stabilise

    2–4 weeks

    Monitoring deployed, backups fixed and verified, patching brought current, and the critical risks from the audit closed.

  3. 3

    Operate

    Ongoing

    Helpdesk on Gulf hours, ticketing with real categories, proactive alerting, and monthly reporting against the SLA.

  4. 4

    Improve

    Quarterly

    Quarterly review of ticket trends and risk, turning recurring incidents into permanent fixes and a prioritised plan.

  • Discovery audit · You get

    • Asset and licence register
    • Risk register
    • Backup status report

  • Stabilise · You get

    • Monitoring live
    • Verified restore test
    • Patch baseline

  • Operate · You get

    • Tiered helpdesk
    • Monthly SLA reporting
    • Living runbooks

  • Improve · You get

    • Trend analysis
    • Root-cause fixes
    • Next-quarter roadmap

Built for the UAE

What working with a Dubai partner actually changes

Most of what follows is invisible until it goes wrong — a supplier who cannot keep data in-country, an invoice the FTA rejects, a support rota that is asleep for half of your working day. These are the questions we answer before they become findings.

A rota built for European hours is offline for the first half of your Monday and all of Friday afternoon. Ours runs on Gulf business hours in Arabic and English, with monitoring and escalation continuous through UAE public holidays, when most estates are least attended and most exposed.

  • Data residency, decided up front

    AWS me-central-1, Azure UAE North and OCI Dubai are all in scope. We map the whole data path — backups, logs, metrics and support access — rather than the primary database alone, and put the result in writing.

  • PDPL, and the free zones

    Federal Decree-Law No. 45 of 2021 governs most of the mainland; DIFC and ADGM entities fall under their own data protection laws instead. We establish which applies to your entity before we design anything that touches personal data.

  • VAT and e-invoicing that pass

    Five per cent VAT, FTA-compliant tax invoices, the audit file the authority can request, and readiness for e-invoicing as the mandate phases in. Configured in the build, not patched after the first filing is rejected.

  • Your hours, your languages

    Delivery runs on Gulf hours with real overlap with your team, in Arabic and English. Customer-facing interfaces, documents and training are produced in both where you need them, with RTL treated as a design requirement rather than a translation step.

Sectors we do this in most

Not the only sectors we work in — the ones where we have shipped this service enough times to know the regulatory edges and the usual traps.

  • Real Estate

    Listing and portal experiences that turn browsers into leads.

  • Education

    Learning platforms that keep students engaged and enrolled.

  • Travel & Hospitality

    Booking flows that reduce drop-off and drive direct revenue.

In-house, generalist agency, or us

An honest comparison, including where the other two options are the better call.

Hiring in-houseWorking with us
Time to first outputThree to five months to source, notice-period and onboard, in a market where senior specialists are scarce and expensive.Two to three weeks from signature, with people who have shipped this before.
Cost shapeFixed monthly cost plus visa, insurance, end-of-service and equipment, whether or not there is a full workload.Scoped to the work. Costs stop when the work does.
Breadth of skillOne or two specialisms per hire. Anything outside them gets improvised or outsourced anyway.Design, engineering, security and growth from the same team, without a handoff between vendors.
Institutional knowledgeStays in the building — which is the real advantage, and the reason to hire eventually.Documented and handed over. We write runbooks so you can take it back in-house.
When it is the wrong choiceRarely, once the workload is genuinely full-time and permanent.If you need someone in your standups every day for years, hire. We will say so.

Related work

Questions people ask before starting

Fifteen minutes for a severity-one incident affecting the whole business, one hour for severity two, and same working day for routine requests. These are contractual, tiered by severity, and carry service credits when we miss them. Monthly reporting shows actual performance against each target.

Services that pair with this

Most engagements use two or three together.

Ready to talk about Managed IT Support?

Tell us what you are building and where it is stuck. We will come back with a scope, a timeline and a number — usually within two working days.

Step 1 of 3 · What you need

Which services are you interested in?