Emergency IT support is immediate response to an outage that stops an office working: internet or network down, a failed server, a ransomware infection or a locked-out Microsoft 365 tenant. Under a Listonics support plan, critical issues are acknowledged within 15 minutes and an engineer is dispatched the same day across Dubai; offices without a plan can call for ad-hoc emergency help.
What counts as an emergency
- Internet, network or Wi-Fi down for the whole office.
- Server, NAS or shared drive unavailable.
- Suspected ransomware or a compromised account sending email.
- Microsoft 365 or Google Workspace inaccessible for everyone.
- Phones down or a failed firewall after a power event.
What happens when you call
- Remote triage begins immediately — most outages are diagnosed within the first call.
- If remote fixes are not possible, an engineer is dispatched to your Dubai office the same day.
- Affected systems are isolated, restored from backup where needed, and brought back in priority order.
- You receive a short incident report: cause, fix, and what will stop it recurring.
Preventing the next one
Most emergencies we attend were preventable: a single ISP line with no failover, a backup that was never tested, an account without MFA. After an incident we recommend the specific controls that would have prevented it, and can put them under a managed plan so they stay in place.
Frequently asked questions
Yes, subject to engineer availability. Support-plan clients have guaranteed response targets; ad-hoc emergencies are handled as quickly as we can.
If tested backups exist, yes — we restore to a point before the infection. If they do not, we assess what can be recovered and put backups in place immediately afterwards.
Yes. Under a 24/7 plan the emergency line is always answered; ad-hoc out-of-hours work is quoted before we start.
Last reviewed September 8, 2026 by the Listonics engineering team.