Question 1

What is an IT Annual Maintenance Contract (AMC)?

Accepted Answer

An IT AMC is a fixed-term agreement where a service provider handles all your organisation's IT maintenance, support, and break-fix needs for an annual fee. It covers hardware maintenance, software updates, helpdesk access, and on-site engineer visits — removing the unpredictability of pay-per-incident IT bills.

Question 2

What does Dubai IT AMC's IT AMC package include?

Accepted Answer

Our IT AMC covers unlimited remote support (no ticket caps), 4-hour on-site response across Dubai and the UAE, 24/7 helpdesk by phone and email, network monitoring, hardware maintenance, software patching, backup monitoring, and monthly system health reports. Every contract is tailored to your infrastructure.

Question 3

How much does an IT AMC cost in Dubai?

Accepted Answer

IT AMC pricing in Dubai depends on your company size (number of users and devices), complexity of your infrastructure, and required response SLAs. Dubai IT AMC provides custom quotes — businesses typically find an AMC more cost-effective than reactive break-fix support once they account for downtime costs.

Question 4

What is the difference between an IT AMC and ad-hoc IT support?

Accepted Answer

Ad-hoc (break-fix) support is billed per incident at unpredictable rates, with no guaranteed response times. An AMC provides predictable monthly costs, priority response, proactive maintenance, and a dedicated team that understands your environment — preventing issues before they cause downtime.

Question 5

How many employees do I need to qualify for an IT AMC?

Accepted Answer

Dubai IT AMC serves businesses from 10 to 200+ employees. There is no strict minimum — if you rely on IT infrastructure for daily operations and need reliable, responsive support, an AMC will benefit you regardless of team size.

Question 6

Does the IT AMC cover both hardware and software?

Accepted Answer

Yes. Hardware coverage includes maintenance, diagnosis, and coordination of repairs or replacement for servers, networking equipment, PCs, and peripherals. Software coverage includes OS updates, patch management, antivirus definitions, and application support. Hardware replacement parts are typically quoted separately.

Question 7

What is the typical on-site response time under an IT AMC?

Accepted Answer

Dubai IT AMC guarantees a 4-hour on-site response anywhere in Dubai and the UAE for issues that cannot be resolved remotely. Critical system failures are escalated immediately. Response time SLAs are agreed in writing as part of your contract.

Question 8

Can I get 24/7 support under an IT AMC?

Accepted Answer

Yes. Dubai IT AMC provides 24/7 helpdesk access by phone and email. After-hours critical incidents are handled by our on-call team. Extended on-site support hours can be arranged as part of a custom contract.

Question 9

Does the AMC cover multiple office locations across the UAE?

Accepted Answer

Yes. We cover all Emirates — Dubai, Abu Dhabi, Sharjah, Ajman, Ras Al Khaimah, Fujairah, and Umm Al Quwain. Multi-site contracts are customised with location-specific SLAs reflecting travel times.

Question 10

What industries does Dubai IT AMC serve?

Accepted Answer

We support businesses across finance, healthcare, retail, hospitality, education, logistics, and professional services. Our team understands industry-specific compliance requirements such as NESA, DESC, and healthcare data regulations.

Question 11

Is cybersecurity included in the IT AMC?

Accepted Answer

The IT AMC includes baseline security: antivirus/endpoint protection, patch management, firewall monitoring, and security-aware configuration. For advanced security — EDR, 24/7 SOC monitoring, incident response, and compliance management — our parent company Real Secure IT offers Managed IT Services tiers.

Question 12

How do I switch from my current IT provider to Dubai IT AMC?

Accepted Answer

We manage the transition for you. This includes a free IT infrastructure audit, documentation of your current environment, handover from your existing provider, and a 30-day onboarding period. You will not experience service gaps during the switch.

Question 13

What happens if a piece of hardware fails and needs replacement?

Accepted Answer

We diagnose the failure, advise on the best replacement, and can coordinate procurement and installation. Hardware replacement costs are separate from the AMC fee unless a spares agreement is included in your contract. We work with Dell, HP, Lenovo, Cisco, and other major vendors.

Question 14

Can I add or remove services during the AMC period?

Accepted Answer

Yes. As your business grows or changes, we adjust the contract scope. Adding new users, sites, or services is handled through a simple amendment process. We review contracts annually to ensure they remain aligned with your needs.

Question 15

How do I get a quote for an IT AMC from Dubai IT AMC?

Accepted Answer

Start with a free IT audit — our engineers assess your current infrastructure, identify gaps, and recommend the right coverage level. Submit your details on our contact page and we will respond within 24 hours with a customised proposal.

IT Annual Maintenance Contract — FAQs

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