IT SUPPORT
Keep everyday technology issues from becoming a permanent distraction. An IT annual maintenance contract brings user support and planned checks into an agreed service arrangement for your business.
WHAT THIS SERVICE IS
An IT annual maintenance contract (AMC) is an agreed service for a defined set of users, sites and systems. It is the difference between calling someone only when something has already failed, and having a named arrangement that covers everyday support plus a small number of planned checks. The contract does not replace a project. A Microsoft 365 migration, a new firewall or a full office recable is scoped and quoted on its own.
Most AMCs in a UAE office are built around Microsoft 365 sign-in and mail, Windows laptops, a printer or two, and the local network that those devices sit on. The value is in reducing the time your managers spend rediscovering the same printer mapping or expired password policy. Preventive checks exist to catch silent failures — an unattended backup, a disk that is filling, a wireless access point that has dropped a floor — before they become a morning of lost work.
The arrangement is only as useful as its written edges. User counts, sites that can be visited, hours of cover, and whether hardware replacement is included must be explicit. If those edges are vague, every incident becomes a negotiation.
A CLEAR PICTURE
WHO IT IS FOR
This service suits businesses that are large enough for IT issues to be frequent, and small enough that a full-time internal IT hire is not justified. It also suits a company that already has someone “good with computers” who should not be the unofficial helpdesk.
TYPICAL SCOPE
Help with account access, Outlook and Microsoft 365 sign-in, shared mailboxes, everyday application faults, printer connections and the common “it was working yesterday” laptop problems. The proposal names the user count and the applications that are in scope. Line-of-business software is included only when we have a documented way to support it, not as an open-ended promise.
Visits are for work that cannot be finished remotely: replacing a failed disk, tracing a cable, setting up a new desk, or standing in a comms cupboard. The AMC states which addresses are included, how visits are requested, and which hardware tasks are labour-only. Travel between emirates, evening cutovers and building-access fees are called out if they apply.
A short, scheduled review of updates, disk space, backup jobs, wireless complaints and obvious firewall or switch warnings. Checks are not a full audit. They exist so silent failures are noticed. Findings that need project work — extra access points, a new backup product, a tenant rebuild — are written up as recommendations, not slipped into the monthly fee.
A simple record of tickets, recurring causes and the checks completed in the period. The report is for your operations owner, not a dashboard of invented scores. It should help you decide whether the cover still fits, whether training is needed, or whether a separate project would remove a class of incidents.
HOW THE WORK RUNS
List people, sites, laptops, servers if any, Microsoft 365 tenant details and the backup product already in use. Recurring complaints are part of this map.
Hours, remote tools, visit rules, excluded applications and the review cycle go into the proposal. Nothing “usual for AMCs” is left implied.
Incidents follow the agreed contact path. Scheduled checks happen even in quiet months, because quiet months are when backups fail unnoticed.
At the agreed interval we look at what kept coming back, what was out of scope, and whether the next period should change.
INCLUDED AND QUOTED SEPARATELY
AFTER HANDOVER
You keep administration of your own Microsoft 365 tenant and domain registrar unless the AMC explicitly includes delegated admin. Passwords are not stored in shared inboxes. Any remote-access tool is documented so it can be revoked.
If the contract ends, we remove our access, return any loaned notes of configuration, and leave you with the last period report. Continuing cover is a new agreement, not a silent extension.
PLANNING THE WORK
No. Cover hours are the hours written in the proposal. Overnight and public-holiday work is only included when that document says so.
Yes, as a change to the named sites and user count. Extra travel, extra hardware and a different landlord’s access rules are assessed before the fee is revised.
The report should show the pattern. The next step might be training, a small configuration change, or a separate project such as replacing an access point. The AMC does not hide a project inside ticket labour.
CONNECTED SERVICES
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