Al Hutaib Provides Structured Managed IT AMC Services in Dubai with SLA-Driven Support
Al Hutaib Computers & Network Solutions (AHCNS) is a Dubai-based IT support company that manages and maintains business IT environments under clear Annual Maintenance Contracts (AMC). We keep your systems stable, reduce downtime, and make support predictable.
Unlike “call-and-fix” vendors, we work with defined response targets, remote + onsite support, and a ticketing process that keeps every request tracked and transparent. You get clear coverage (what’s included / what’s not), fast assistance during business hours, and practical recommendations to improve your network and infrastructure over time.
SLA-based support with clear priorities
P1 (critical outage) and P2 (standard issues) handled with defined response goals and NBD onsite visits.
Remote + onsite assistance that’s actually organized
First level remote/phone support plus second level onsite support—no confusion, no guesswork.
Ticketing system with full visibility
Every request is logged, assigned, tracked, and closed with an official update—easy audits and faster follow-ups.
We help you prevent issues, not just react
We recommend improvements after assessing your IT network so your environment runs smoother with fewer incidents.
Choose an IT AMC in Dubai based on your uptime needs. We offer two AMC support options and define the scope clearly so your team knows exactly what is covered.
Built for businesses that depend on servers and network infrastructure. Fast response helps reduce downtime and operational risk.
Designed for end-user support like PCs, laptops , and printers. Onsite visits follow an 8×5 NBD response model.
First-level remote and telephone support for covered IT equipment (limited) to resolve common issues quickly.
Free support for hardware purchased from AHCNS while it remains under standard warranty (as per warranty terms).
Preventive maintenance is provided only if quoted and mutually agreed, based on your environment and scope.
Second-level onsite support for covered equipment (limited), arranged based on SLA and incident priority.
8×5 NBD SLA for onsite visits for priority incidents (P1 and P2), with response handled as per the agreed SLA.
Installation for desktops, laptops, printers, desktop OS, and Microsoft Office purchased from Al Hutaib— deducted from maintenance visits or charged separately as agreed.
This section clarifies exclusions for a non comprehensive IT AMC contract in Dubai. It helps you plan your AMC support scope for hardware, software, and related IT support services with clear expectations.
Exclusions apply to parts, third party repairs, specialist installations, subscriptions, and damage from external causes.
Use this SLA response table to understand P1 and P2 response goals for IT AMC support, including hardware and software incidents, server down cases, and network down outages.
Level based response goals for IT AMC support
| Level | Response Goal* | Description | Definition |
|---|---|---|---|
| P1 | ˂= 4 hours |
|
A multi user Mission Critical services impacted by complete loss of functionality across system, application or location.
Mission Critical Services Example,
|
| P2 | ˂= 24 hours |
|
Incidents with no known or very low impact services |
Our ticketing system supports IT AMC Dubai customers with clear tracking, SLA based response, and documented closure for hardware and software support requests.
SLA aligned IT support flow for AMC support requests
These IT AMC service features reflect our contract based AMC support in Dubai, with clear scope for hardware and software support, remote support, onsite support, SLA response goals, and a structured ticketing process.
First level remote and telephone support for covered IT equipment (limited) to resolve common hardware and software issues quickly, reduce downtime, and guide users with clear troubleshooting steps.
Second level onsite support for covered IT equipment (limited), scheduled according to the SLA and incident priority. Onsite visits are made on next business day as per the SLA process.
Clear response parameters for mission critical services outage and low risk incidents. Response goal defines touch base by phone, email, or remote support, with onsite visit made on next business day as per the SLA.
Free support for hardware bought from AHCNS and still covered under the standard warranty period, as per the warranty terms of the hardware. This simplifies warranty handling for covered equipment.
Installation for desktop, laptop, printer, desktop OS, and Microsoft Office bought from Al Hutaib Computers. Installation visit calls are deducted from standard corrective maintenance visits or charged separately as agreed.
Ticket generated with a specific number and subject upon receiving the mail, shared for future reference. Engineers attend the request as per SLA, and after completion the ticket is closed with an official mail from the support team.
Businesses choose our IT AMC Dubai contracts for clear AMC support scope, reliable IT support in Dubai, and a structured SLA process that covers hardware and software support through remote support and onsite support.
Contract Based AMC Support With Clear Inclusions
Your Annual Maintenance Contract is defined with clear coverage and clear exclusions, so your team knows what is included for IT AMC support and what is billed separately for parts, third party repairs, or specialist installation work.
SLA Driven Response for P1 and P2
We follow SLA response parameters for P1 mission critical services outage and P2 low risk incidents. Response goal is to touch base by phone, email, or remote support, and onsite visits are made on next business day as per the SLA.
Remote Support and Onsite Support for Daily IT Issues
First level remote and telephone support for IT equipment (limited) helps solve common hardware and software issues faster, while second level onsite support (limited) is scheduled when hands on service is required.
Warranty Support for Hardware Purchased From AHCNS
For hardware bought from AHCNS and covered under the standard warranty period, we provide free support as per warranty terms, helping you coordinate support without additional service charges during warranty.
Installation Support for Al Hutaib Purchases
We support installation for desktop, laptop, printer, desktop OS, and Microsoft Office purchased from Al Hutaib Computers. Installation visit calls are deducted from corrective maintenance visits or charged separately as agreed.
Ticketing System for Traceable IT Support Requests
Upon receiving the mail, a ticket is generated with a specific number and subject and shared for future reference. Engineers attend as per SLA after ticket generation, and the ticket is closed with an official email after completion.
Secure professional IT AMC Dubai coverage with structured SLA response, hardware and software support, remote troubleshooting, onsite service, and contract based AMC support designed for business continuity.
Request IT AMC Support on WhatsAppStructured IT AMC Dubai services help businesses reduce downtime, protect hardware and software systems, and maintain predictable IT support through SLA driven maintenance.
SLA based AMC support ensures faster response to server, network, and user issues, minimizing operational disruption.
Ongoing IT AMC support protects critical hardware and software systems through remote and onsite maintenance.
Clearly defined P1 and P2 response goals provide predictable IT incident handling and accountability.
First level remote troubleshooting and scheduled onsite support resolve issues efficiently.
Ticket generation and closure tracking provide full visibility of IT support activities.
Contract based AMC planning helps businesses budget IT support without unexpected service surprises.
Quick answers about IT AMC Dubai contracts, AMC support scope, SLA response levels, remote support, onsite support, hardware and software coverage, and how to start with Al Hutaib.