Someone always on call
Managed IT Support / 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 that gets locked before a client meeting — each one small, all of them adding up.
Our Managed IT Support (AMC) plan gives your office a helpdesk, an engineer who can be on site, and a team quietly monitoring your systems in the background. Updates get applied, backups get checked, warnings get acted on before they become outages.
You get one monthly fee, one point of contact, and a clear record of what was done and why.
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 applied at night, the failing disk replaced before it fails, the licence renewed before it lapses. You notice the absence of problems.
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 | 15 minutes | Same day, immediate dispatch |
| High | A team or key system unable to work | 30 minutes | Within 4 business hours |
| Medium | One user or device affected, workaround exists | 2 business hours | Next business day |
| 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?
Frequently asked questions
Critical issues are acknowledged within 15 minutes and worked on immediately. Standard requests are responded to within business hours on the same day; 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.
Last reviewed September 8, 2026 by the Listonics engineering team.