Someone always on call
Managed IT Services & AMC: Managed IT support, sold in the UAE as an IT AMC (Annual Maintenance Contract), is a fixed monthly or annual agreement under which an IT company monitors, maintains and supports a business's systems: helpdesk for staff, on-site visits, patching, backup checks and vendor management, with response times written into an SLA.
Every office reaches the point where IT problems cost more than an IT partner. Printers that stop, laptops that slow down, an account locked right before a client meeting. Each one is small. Together they add up.
Our Managed IT Support (AMC) plan gives your office a helpdesk, an engineer who can come on site, and a team quietly watching your systems in the background. Updates get applied, backups get checked, and warnings get acted on before they turn into outages. The always-on endpoint monitoring behind this is set out in Microsoft Defender for Endpoint.
You get one monthly fee, one point of contact, and a clear record of what was done and why.
Proof, not promises
Real reviews from Trustpilot and Google, word for word. Google rating 5.0 from 5 reviews, checked 2026-10-17.
Best team I’ve ever hired. All in one place.
As a construction company, we have a lot to manage, so finding one team that can handle our IT and digital requirements has been really helpful. Listonics has supported us with office networking, cybersecurity, website development and SEO. Their team knows what they’re doing and has been easy to work with. We no longer need to coordinate with different companies for every requirement, which saves us time and effort. Overall, it’s been a good experience, and we’re happy to have them supporting our business.
We needed a custom ERP and HR system…
We needed a custom ERP and HR system for our business, along with a new website, and Listonics helped us with all three. The team was approachable, listened to what we wanted and made the process easier than we expected. We could discuss changes directly with them, which made a big difference. It was also convenient having one team handle everything instead of dealing with multiple companies. Overall, we’re happy with how things turned out and glad we chose them.
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.
What we get called in to fix
- A provider that answers the phone but never fixes the cause, so the same printer fault comes back every month.
- Nobody knows what is installed, who has access to what, or which passwords the last provider took with them.
- Support billed by the hour, which means every call is a small argument about whether to make it.
- Monitoring that exists in a contract and not in practice, so a failing disk is discovered when it has failed.
- An agreement with response times that were never written down, and so cannot be held to.
Who needs this
Offices of 10 or more people with no IT department, or with one IT person who needs cover; businesses where a day of downtime costs more than a month of support.
What is included:
- Unlimited remote helpdesk for your staff, with agreed response times.
- Scheduled and emergency on-site visits across Dubai.
- 24/7 monitoring of servers, network and endpoints.
- Patch management, backup checks and monthly reporting.
- Vendor management for your ISP, printers and software providers.
Proactive by design
Most of our work under an AMC is invisible: the update run at night, the failing disk swapped before it fails, the licence renewed before it lapses. What you notice is the absence of problems.
What is in scope, and what is not
In scope: an unlimited remote helpdesk with acknowledgement and on-site targets written into the agreement, monitoring that raises an alert before something fails, patching and updates applied outside working hours, account and access management as people join and leave, a documented inventory you own, and quarterly reviews of what is working and what needs replacing. Whether that is called an annual maintenance contract or managed IT is largely a naming question, which this comparison untangles.
Not in scope under a standard monthly fee: projects, meaning anything that changes what you have rather than keeping it working -- a new office, a relocation, a re-cable, a migration. Those are quoted as fixed-scope work so the monthly fee stays predictable and you are never surprised by an invoice. The IT support cost page sets out what moves the monthly figure.
How pricing works
A fixed monthly fee per user or per device, set after a free assessment. The main variables are headcount, servers and devices, coverage hours (business hours or 24/7), included on-site visits and whether parts are covered. Every inclusion and exclusion is listed in the agreement, see our IT AMC cost guide.
How implementation works
- Consult, a free site survey and a conversation about headcount, floor plan and what is already in place.
- Design & source, a fixed-scope proposal with equipment listed item by item.
- Install, delivered, tested and documented on site, usually outside working hours.
- Manage, monitoring, helpdesk and monthly management under a support plan, or on-call support if you prefer.
Response times we commit to
Every support plan states acknowledgement and on-site targets by priority. These are the targets written into a standard Listonics 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 |
What to compare when choosing a provider
- Are response and on-site targets written down by priority?
- Is the quote a fixed scope, itemised, or hourly?
- Who attends site, employed engineers or subcontractors?
- Which business-grade brands are proposed, and why those?
- Will you receive documentation you own, diagrams, accounts, port maps?
- What exactly is excluded, and what does it cost when it happens?
Planning this for your office? Read our in-depth guide: Managed IT Support vs Break-Fix: How Dubai Offices Should Decide (12 min read). Also: IT AMC vs Managed IT Services: What Dubai Offices Are Actually Buying · In-House IT vs Outsourced IT Support: An Honest Guide for Dubai Offices.
Comparing providers first? See our shortlist: Best IT Companies in Dubai: How to Choose by Type · Best IT Outsourcing Companies in Dubai Compared · Best Managed IT Services in Dubai: 10 Providers.
From our guides library: What an IT AMC should actually include, and how to compare one.
Frequently asked questions
Critical issues are acknowledged within 10 minutes and worked on immediately. Standard requests are answered in business hours; response times are written into your agreement.
Yes. Plans include scheduled visits and emergency call-outs across Dubai; the number of visits depends on the plan you choose.
Yes. Many clients begin with remote support and monitoring, then add on-site visits and full management as the office grows.
We work alongside internal staff, taking on monitoring, out-of-hours cover and specialist work so they can focus on your business.
That your staff can raise as many helpdesk requests as they need without a per-call charge, so nobody rations a fault because they are worried about the bill. It does not mean projects are free -- changing what you have is quoted separately -- and it does not mean a request raised at midnight is worked at midnight unless it is critical, which the priority table defines.
Yes, and it is a defined process rather than a leap: inventory what exists, obtain administrator access and passwords, document everything, then transfer monitoring and support on an agreed date. The [handover guide](/blog/changing-it-support-provider-handover/) sets out the sequence and the questions to ask your current provider before you give notice.
Cloud services move the servers out of your office; they do not move the laptops, the network, the printers, the accounts, the security settings or the people who need help. Those are what break day to day, and a cloud subscription does not include anyone to look after them.
Written by Srinivasan Ramachandran, Founder, Listonics · Last reviewed October 28, 2026