What an IT AMC in Dubai Should Include, and What to Check Before You Sign
Two AMC quotes can look the same and cover very different things. Here is how to compare them, clause by clause.
· Managed IT · 5 min read
An annual maintenance contract should make your IT costs predictable and tell you exactly who answers when something breaks. Plenty of them do neither. Before you sign one, look for these things.
A List of What Is Covered
The contract should name your devices and users in a schedule. If it just says "all IT equipment", you will end up arguing about it the first time something expensive fails.
Response Times by Priority
"Fast support" means nothing. Look for a table that separates a whole-office outage from one person's printer, with a response time and a target resolution for each. Check when the clock starts, which should be when you log the ticket.
What Costs Extra
Projects, hardware, licences and out-of-hours work are normally excluded, and that is reasonable. What matters is that the list is written down and that you know the hourly rate in advance.
Backups, and Who Checks Them
Ask who monitors your backups, how often a restore is tested, and whether that is in scope. Many contracts cover nothing beyond the backup software running.
A Way Out, and Your Documentation
You should be able to leave with reasonable written notice. You should also receive your passwords, network diagrams and asset records when you do. If a provider will not agree to that, take it as a warning.
Reports You Can Read
A monthly report should tell a non-technical owner what happened, what was fixed and what needs a decision.
If you already have a contract and are not sure what it covers, send it to us and we will tell you what we see.