IT AMC cost in Dubai depends on scope, not headcount alone: the number of users and devices, whether servers or on-premise systems are covered, coverage hours, included on-site visits and whether replacement parts are covered. Most providers charge a fixed monthly fee per user or per device, billed monthly or annually, after assessing the office.
Part of our guide to IT AMC Dubai.
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Listonics projects run from AED 2,500 to AED 30,000 as a fixed scope; support is a fixed monthly fee with response times written into the agreement. The IT support cost guide and managed IT pricing guide set out how the numbers are built.
Response times written into every agreement
| Priority | Typical situation | Remote response | On-site |
|---|---|---|---|
| Critical | Office-wide outage, network, internet or server down | 10 minutes | Within 4 hours |
| High | A team or key system unable to work | 10 minutes | Within 4 hours |
| Medium | One user or device affected, workaround exists | 4 hours | Within 4 hours |
| Low | Requests, changes and questions | Same business day | Scheduled visit |
How much does an IT AMC cost in Dubai?
There is no single price for an IT AMC, because two offices with the same number of staff can need very different amounts of work. The cost is set by what the contract covers and how quickly the provider must respond, so the useful question is what a quote includes, not only what it totals.
Listonics does not publish a price list for this reason. We quote a fixed monthly fee per user or per device after a free assessment. This guide assumes an office of roughly 5 to 200 staff in Dubai and a contract of about twelve months; change those assumptions and the drivers below still apply, but their weight shifts.
What drives the cost of an IT AMC?
Five factors do most of the work: users and devices, servers and on-premise systems, coverage hours, on-site visits and parts cover. Several smaller factors then adjust the quote.
- Users and devices: more people and more equipment mean more tickets, patching and monitoring.
- Servers and on-premise systems: each one needs patching, backup and monitoring that cloud-only offices do not.
- Coverage hours: 24/7 response costs more to staff than business hours, even though monitoring runs continuously on a managed plan.
- On-site visits: included visits and shorter on-site targets require engineers to be available across Dubai.
- Parts cover: a parts-inclusive tier carries hardware risk that a labour-only contract does not.
- Security tooling: endpoint protection, email security and Microsoft 365 backup may be inside or outside the fee.
- Compliance reporting: documented controls, audits and reports for regulated or questionnaire-heavy clients.
- Multiple sites or staff working from home who need secure remote access.
Which IT AMC pricing models will you see?
Most quotes in Dubai use one of five models. Compare what each one contains rather than its name.
- Per user per month: simplest for cloud-first offices where each person has one laptop.
- Per device per month: fairer where there are shared PCs, printers, servers and network equipment.
- Fixed monthly fee: a single number for the whole office, usually built from one of the two models above.
- Tiered plans with names such as bronze, silver and gold: bundles of hours, visits and inclusions, so compare the contents, not the labels.
- Hourly or per incident: not an AMC, but often offered alongside one for out-of-scope work. See managed IT vs break-fix support for the trade-offs.
What changes an IT AMC quote up or down?
The assessment usually moves a quote more than headcount does, because it reveals the condition of what is already there. An office that is documented, standardised and cloud-first is quicker to support than one with unknown equipment and missing passwords.
Quotes tend to rise when the assessment finds an undocumented network, admin accounts nobody can access, end-of-life firewalls or switches, consumer-grade Wi-Fi, backups that have never been restored, or many different laptop models. Quotes tend to fall when servers are retired in favour of cloud services, devices are standardised, response is needed in business hours only, and the office already holds a current network diagram and asset register. If you are moving from another provider, a clean IT support provider handover shortens onboarding.
Which IT AMC exclusions cause surprise invoices?
Surprise invoices almost always come from work the buyer assumed was covered. Ask how each of these is handled and billed before you sign.
- Replacement parts, when the contract covers labour only.
- Projects: office setups, relocations, network redesigns and email migrations.
- Out-of-hours work, and on-site visits beyond any cap.
- Software licences such as Microsoft 365, which are usually billed separately.
- Onboarding fees for installing monitoring and documenting the environment.
- New starter and leaver setups, if the contract treats them as changes rather than support.
- Time spent with third-party vendors, such as a line-of-business software supplier.
- Exit and handover work when you leave the provider.
Worked example: why two 20-person offices get different AMC quotes
Example, hypothetical: Office A has 20 staff on laptops, Microsoft 365, one firewall, a few access points and one printer. There is no server, everyone works business hours and the office already has a network diagram. The scope is mainly user support, patching, monitoring and Microsoft 365 administration, so per-user pricing fits and a remote-first service with occasional visits covers most needs. Continuous endpoint monitoring of the kind an AMC should include is documented in Microsoft Defender for Endpoint.
Office B also has 20 staff, but runs an on-site server for accounting software, a NAS for shared files, shared reception and warehouse PCs, and CCTV on the office network across two floors. Some staff work evenings, and a major client sends an annual security questionnaire. Its scope adds server patching and backup monitoring, more devices, extended coverage hours, more on-site visits and compliance reporting. Per-device pricing fits better. A neutral way to compare two scopes is to map each against the NIST Cybersecurity Framework.
Same headcount, very different workloads. That is why a quote based on staff numbers alone is either too high for Office A or too thin for Office B.
How do you compare two IT AMC quotes line by line?
Put both quotes on the same basis, per user or per device per month, then work through each line. Ask each provider for a sample monthly report and their SLA table; the quality of those two documents tells you a great deal. A quote that looks cheaper but excludes on-site visits or bills every ticket often costs more over a year.
| Line item | What a clear quote states | Warning sign |
|---|---|---|
| Users and devices | An itemised count and how additions are billed | A single figure with no count behind it |
| Coverage hours | Response hours and monitoring hours stated separately | 24/7 mentioned only for monitoring |
| SLA targets | Acknowledgement and on-site targets for each priority | Best effort or no written targets |
| On-site visits | Whether visits are included, capped or charged | Visits not mentioned at all |
| Preventive maintenance | A patching and health-check schedule | Support only when you call |
| Backup | Backup checks and periodic restore tests | Backup mentioned with no testing |
| Parts and licences | Whether parts and licences are inside the fee or at cost | Unclear hardware and licence terms |
| Documentation and exit | You own the documentation and admin accounts | No notice period or exit process |
How Listonics quotes an IT AMC
Methodology: Listonics quotes only after a free office IT assessment. An engineer visits, documents the network, devices, accounts and backups, and agrees your priorities. We then propose a fixed monthly fee per user or per device under our managed IT support service, with the SLA table attached and every inclusion and exclusion listed. Onboarding is included in the first quarter's fee for standard offices, and you keep the documentation whether or not you go ahead. For what the contract itself covers, see our IT AMC Dubai guide, or book a free assessment.
Frequently asked questions
Usually slightly, because a committed term lets the provider plan engineer capacity. Listonics offers both annual and monthly billing with identical scope and SLA targets, so the choice is about cash flow and commitment rather than the level of service.
Normally no. Licences are billed at cost and administered as part of the service. Check whether a quote bundles licences into its monthly fee before comparing, otherwise one quote can look higher only because it includes something the other leaves out.
Some providers charge an onboarding fee to install monitoring and document the environment, so ask upfront. Listonics includes onboarding in the first quarter's fee for standard offices, and any remedial work found at the assessment is quoted as a separate, itemised item.
Within 10 minutes for critical outages and within 4 hours for high-priority issues is a reasonable standard for a Dubai office, with next business day common for medium-priority visits. Listonics handles single-user issues within 4 hours, remotely where possible.
Because offices with the same headcount can need very different amounts of work. A published figure would overcharge a simple cloud-first office or under-scope a complex one. A free assessment lets us quote a fixed monthly fee against your actual users, devices and systems.
Not necessarily, but check what the lower fee leaves out. Quotes that exclude on-site visits, cap tickets, skip restore tests or bill every change separately often cost more over a year. Compare scope, SLA targets and exclusions line by line before the fee.
Written by Srinivasan Ramachandran, Founder, Listonics · Last reviewed October 27, 2026