Question 1

What is the difference between IT AMC and Managed IT Services?

Accepted Answer

An IT AMC covers reactive and preventive maintenance — helpdesk, break-fix, hardware upkeep, and patching. Managed IT Services go further with proactive 24/7 security monitoring, EDR (Endpoint Detection & Response), automated backups, disaster recovery, compliance management, and strategic IT roadmaps. Think of AMC as keeping the lights on; Managed IT as actively protecting and evolving your environment.

Question 2

What are the Silver, Gold, and Platinum Managed IT tiers?

Accepted Answer

Silver (Essential Protection) covers core security and monitoring. Gold (Proactive Security — most popular) adds advanced threat detection, automated response, and compliance support. Platinum (Elite Security & AI-driven protection) includes full SOC coverage, AI-powered threat intelligence, incident response retainer, and executive-level reporting. All tiers include everything in the IT AMC package.

Question 3

Who provides Managed IT Services for Dubai IT AMC clients?

Accepted Answer

Managed IT Services are delivered by Real Secure IT (realsecure.ae), the parent company of Dubai IT AMC. Real Secure IT is a UAE-based enterprise cybersecurity firm with a full SOC (Security Operations Centre). Dubai IT AMC clients can seamlessly upgrade to Managed IT Services through the same team.

Question 4

What is EDR and why do I need it?

Accepted Answer

EDR (Endpoint Detection & Response) is advanced security software that continuously monitors all devices for suspicious behaviour, automatically contains threats, and provides forensic data for investigation. Unlike traditional antivirus that blocks known threats, EDR detects novel attacks, ransomware, and insider threats in real time.

Question 5

Does Managed IT Services include backup and disaster recovery?

Accepted Answer

Yes. Gold and Platinum tiers include automated backup management and disaster recovery planning. This covers backup monitoring, integrity testing, recovery time objective (RTO) and recovery point objective (RPO) planning, and coordination of cloud or offsite backup storage.

Question 6

Which compliance frameworks do Managed IT Services cover?

Accepted Answer

Real Secure IT's Managed IT Services include compliance management for NESA, DESC, ISO 27001, PCI DSS, and GDPR. This includes gap assessments, policy documentation, control implementation, and evidence gathering for audits.

Question 7

Is 24/7 SOC monitoring included?

Accepted Answer

24/7 SOC (Security Operations Centre) monitoring is included in the Gold and Platinum tiers. Security analysts monitor your environment around the clock, triaging alerts and escalating confirmed incidents immediately.

Question 8

How quickly does the team respond to a security incident?

Accepted Answer

Under Managed IT Services, critical security incidents trigger immediate SOC response regardless of time. Containment actions (isolating affected endpoints, blocking malicious IPs) can be taken automatically within minutes. Post-incident forensics and recovery planning follow within 24 hours.

Question 9

Can Managed IT Services handle our Microsoft 365 environment?

Accepted Answer

Yes. Managed IT Services include Microsoft 365 administration, security hardening (Conditional Access, MFA enforcement, Defender for Business configuration), and ongoing monitoring of the M365 security score and audit logs.

Question 10

What is an IT roadmap and is it included?

Accepted Answer

An IT roadmap is a multi-year plan aligning your technology investments with business goals — covering hardware refresh cycles, cloud migration timelines, security improvements, and budget forecasting. Quarterly and annual roadmap reviews are included in the Gold and Platinum tiers.

Question 11

How do I know which tier is right for my business?

Accepted Answer

We assess your current security posture, regulatory requirements, company size, and risk tolerance. Most growing UAE businesses with 20+ employees and client data obligations benefit from the Gold tier. Highly regulated sectors (finance, healthcare) or businesses that have experienced incidents typically choose Platinum.

Question 12

Can I start with IT AMC and upgrade to Managed IT Services later?

Accepted Answer

Absolutely. Many clients start with the IT AMC to establish a maintained, well-documented IT baseline, then upgrade when their security requirements grow. The transition is seamless as both services are delivered by the same team.

Managed IT Services — FAQs

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