Al Hutaib provides structured, SLA-driven managed IT AMC services in Dubai — keeping your systems stable, reducing downtime and making support predictable with clear coverage and a transparent ticketing process.
We work with defined response targets, remote + onsite support, and a ticketing process that keeps every request tracked and transparent — so you always know what's covered and what's not.
P1 (critical outage) and P2 (standard issues) handled with defined response goals and next-business-day onsite visits.
First-level remote/phone support plus second-level onsite support — no confusion, no guesswork.
Every request is logged, assigned, tracked and closed with an official update — easy audits, faster follow-ups.
We recommend improvements after assessing your network, so your environment runs smoother with fewer incidents.
Built for businesses that depend on servers and network infrastructure. Fast response reduces downtime and operational risk.
Designed for end-user support like PCs, laptops and printers, with onsite visits on an 8×5 NBD response model.
First-level remote and telephone support for covered equipment to resolve common issues quickly.
Free support for hardware purchased from Al Hutaib while under standard warranty (as per terms).
Preventive maintenance provided when quoted and mutually agreed, based on your environment and scope.
Second-level onsite support for covered equipment, arranged by SLA and incident priority.
8×5 NBD SLA for onsite visits on priority incidents (P1 & P2), per the agreed SLA.
Installation for desktops, laptops, printers, OS and MS Office purchased from Al Hutaib.
Level-based response goals for IT AMC support — including hardware/software incidents, server-down cases and network-down outages.
| Level | Response goal* | Description | Definition |
|---|---|---|---|
| P1 | ≤ 4 hours | Multi-user / mission-critical service outage | Complete loss of functionality across a system, application or location — e.g. server down, complete network down. |
| P2 | ≤ 24 hours | Single or few-user issue · low risk | Incidents with no known or very low impact on services. |
*Response goal means we touch base by phone, email or remote support; onsite visit is made on the next business day (NBD) as per the SLA. Service hours 9:00–17:00, excluding Sundays & public holidays.
On receiving your email, a ticket is generated with a specific number & subject, shared with you for reference. (You can also raise tickets via our Support Portal.)
Our IT engineers attend the request as per the SLA once the ticket number is generated.
After completion, the ticket is closed and an official confirmation email is sent by the support team.
We put exclusions in writing so your team knows exactly what's covered and what's billed separately — the mark of a non-comprehensive AMC done honestly.
SLA-based support ensures faster response to server, network and user issues, minimising disruption.
Ongoing AMC support protects critical hardware and software through remote and onsite maintenance.
Clearly defined P1 and P2 response goals give predictable incident handling and accountability.
First-level remote troubleshooting and scheduled onsite support resolve issues efficiently.
Ticket generation and closure tracking give full visibility of every IT support activity.
Contract-based AMC planning helps you budget IT support without unexpected service surprises.
Our primary IT AMC service — proactive support and maintenance.
Fully managed, SLA-backed IT operations beyond break-fix.
Dedicated maintenance for your server infrastructure.
Installation, repair and maintenance for your CCTV systems.
Secure professional IT AMC coverage with structured SLA response, hardware and software support, remote troubleshooting and onsite service — designed for business continuity.
AMC (Annual Maintenance Contract) services provide planned IT support and maintenance for covered hardware and software. An IT AMC in Dubai usually includes remote support, onsite support based on SLA, and a defined contract scope.
An IT AMC is an Annual Maintenance Contract for IT support. It defines what equipment is covered, what support is included, and how SLA response works for incidents like server down, network down and user support requests.
It supports business continuity through contract-based IT maintenance — remote troubleshooting, onsite visits as per SLA, ticketing, and clear maintenance terms that handle hardware and software issues in a structured way.
Coverage depends on scope. Our AMC support can include first-level remote and telephone support (limited), second-level onsite support (limited), SLA-based response, and warranty support for hardware purchased from Al Hutaib.
Standard support is often ad-hoc. IT AMC services are contract-based with defined inclusions, SLA response goals, a ticketing workflow, set support hours, and clear rules for what's included vs charged separately.
Yes. Most IT AMC contracts are customised to your requirements — coverage is finalised for your specific hardware and software, and the agreed scope is documented in the AMC agreement.
We follow SLA response parameters including P1 and P2. The response goal is to touch base by phone, email or remote support, with the onsite visit made on the next business day as per the SLA.
On receiving your email, a ticket is generated with a specific number and subject and shared for reference. You can also generate tickets directly through our Support Portal.
The contract is usually 12 months, renewable yearly unless terminated in writing by either party with at least 30 days' prior notice, as per the contract terms.
