Business IT support helps your team resolve device, email, account and network problems. GR IT supports Dubai businesses remotely or on site, with the systems, support hours and response targets agreed before work starts.
Phone, ticket, or chat. Most incidents resolved without a site visit. Screen-share for software, configuration, and account issues.
Engineer dispatched to your office for hardware swaps, network rebuilds, install jobs, or anything that needs hands-on. 45-minute arrival across Dubai.
P1 incidents (server down, ransomware, site-wide outage) escalate immediately. Engineer on the case in 5 minutes, 24/7, holidays included.
Desktops, laptops, printers, peripherals. Diagnostics, repairs, replacements. Brand-agnostic. Spares stocked for the most common configurations.
Routers, switches, access points, firewalls. Configuration, troubleshooting, capacity planning. ISP coordination so you don't run a vendor war room.
Tenant operations, user lifecycle, security baselines. We support whatever's already deployed: M365, Google Workspace, Azure, AWS basics.
Phishing, malware, account takeovers. Containment, recovery, and a written incident report. Coordination with your insurance carrier when relevant.
ISP, telephony, equipment OEMs, software vendors. We deal with their support so your team doesn't lose a day on hold.
Phone, ticket, or chat. Engineer opens a screen-share, applies the fix, hands back. Software, configuration, and account issues account for ~80% of our volume and resolve in under 30 minutes.
30+ engineers across the emirate. 5-minute P1 remote response. We never subcontract hands-on work to someone you didn't hire.
Dell, HP, Lenovo, Apple, Cisco, Fortinet, Sophos. We service the gear you have, not just brands we resell.
Every P1/P2/P3 target is tracked. Misses are documented in writing inside the monthly report. The SLA works for you, not for us.
Pattern recognition from four years of Dubai support tickets. We have already debugged the issue you are about to file.
If we cannot resolve your issue, you do not pay. Simple. We carry the risk on every ticket so you do not have to gamble on the engineer who picks up.
Predictable monthly cost, no hidden charges, no surprise call-out fees. The number on the contract is the number on the invoice, every month.
10-50 staff offices: laptops, networking, Microsoft 365, basic security baseline. Our most common profile, Business tier covers most needs.
POS systems, kitchen displays, customer WiFi, payment terminals. Weekend and after-hours coverage when revenue is at stake.
Law firms, accounting practices, consultancies. Document management, secure remote access, information barriers between client matters.
Clinics and small hospitals. PACS connectivity, patient-record DLP, regulatory documentation alongside hardware support.
Classrooms, labs, parent portals. Student device fleets via Intune, content filtering, exam-mode lockdown when assessments run.
ERP support, warehouse WiFi, scanner fleets, EDI integration. Fast hardware swaps to keep dispatch running.
Entire office network down at 9am Monday. 50 staff unable to log in or send email.
Switch failover diagnosed, redundant uplink reconfigured, VLANs rebuilt. Permanent fix scheduled out-of-hours that evening.
50 employees back online inside 45 minutes.
Ransomware encrypted shared drives. Threat actor demanding payment in BTC. Email tenant compromised in same campaign.
Infected systems isolated within 15 minutes, restore from immutable backups, identity hardening across the tenant, full incident report with insurance carrier.
100% of business data recovered, no payment made.
Email tenant down, no inbound or outbound mail. 12 brokers actively losing client deals over the morning.
Migrated mail flow to backup MX, fixed the tenant DNS misconfiguration, brought primary back the same afternoon, rolled out resilient mail-flow monitoring.
300+ queued emails delivered, no deals lost.
Customer database corrupted at midnight. 5 years of transaction history at risk. Operations frozen until restore.
Database restored from point-in-time snapshot, transaction-log replay to last consistent point, automated backup re-architected to triple-region.
5 years of data recovered, 7-minute RPO going forward.
Server-room AC failed at 38C ambient. Servers thermally throttling, ERP system about to crash with payroll due that afternoon.
Portable cooling deployed inside an hour, workloads shifted to cloud failover, permanent CRAC unit installed two days later under warranty escalation.
Zero data loss, payroll ran on time.
VPN failed for the whole remote workforce after a Saturday vendor patch. 100+ consultants locked out from billable client work.
Replaced failed VPN appliance with cloud-delivered ZTNA over the weekend, reconfigured all 100+ users via Intune push, security policies aligned to DFSA requirements.
100+ remote workers reconnected by Monday 8am.
| Feature | In-house IT person Single hire | GR IT Support Whole team |
|---|---|---|
Coverage hours | Office hours, holidays off | 24/7, holidays included |
Specialist depth Networking, security, M365, hardware, you can't hire one person who is senior in all of them. | One generalist | 30+ specialists |
Cost on a sick week | You're uncovered | Same fixed fee |
P1 response SLA | Best-effort | 5 min, contracted |
Hardware spare stock | ||
Vendor coordination Who calls Etisalat at 2am when the office line dies? | You | Us |
Annual cost (mid-size office) | Full senior-hire salary plus benefits | A fraction of one hire, quoted to your headcount |
Resolution target
Within 4 hours
Example incidents
Resolution target
Within 1 business day
Example incidents
Resolution target
Within 3 business days
Example incidents
Coverage 24/7 for P1 across all tiers. P2 and P3 follow your contracted hours unless after-hours is added. SLAs are tracked and reported monthly; misses are documented, not buried.
| Helpdesk triage | Remote session | remote escalation | |
|---|---|---|---|
| P1 critical outage | Skips the queue, senior engineer assigned | Session opens immediately while dispatch rolls | Dispatched in parallel, not after remote fails |
| P2 user or team blocked | Classified and assigned at intake | Primary lane, most P2 tickets close here | Same-day visit when hardware is the cause |
| P3 standard request | Scheduled against the SLA window | Default lane for installs and changes | Bundled into the next planned visit |
| Hardware failure | Remote diagnostics ordered first | Confirms the fault, arranges the part | Swap or repair at your office |
| Security incident | Treated as P1 by default | Containment starts on the first call | Deep-dive forensics when required |
| How-to question | Answered at intake when quick | Screen-share walkthrough with the user | Covered in scheduled training sessions |
Within SLA
Phone, email, ticket, or chat. We classify priority, capture the affected system, and assign the right engineer. You get a ticket number immediately.
15-60 min
Engineer opens a secure session and takes the incident directly. Root cause documented in the ticket as we work, not after.
Per SLA
Fix applied, tested, and confirmed with the affected user. Workarounds logged for any deferred work. Hardware swaps logged in your asset register.
Same day
Ticket closed with root cause, fix, and prevention notes. Recurring issues flagged for the next quarterly review so we stop them at the source.
“We moved from one stressed in-house IT person to GR IT Support and our ticket close time went from "next week" to "same morning". The cost is half what we used to budget and we finally stopped losing Fridays to network issues.”
When a business runs without support cover, the visible cost of an outage, the repair itself, is the smallest line. The real damage compounds by the hour: staff paid to sit idle, deals that go quiet because email is down, deliveries that slip because the ERP is frozen, and a scramble to find any available technician at emergency rates who has never seen your network before. Then the follow-on costs arrive: data that was never backed up, a quick fix that fails again next month, and customers who quietly note the missed deadline. A support contract converts that unbounded, unpredictable loss into a fixed operating cost, with an engineer who already knows your environment on the case in minutes instead of days. The pattern we see in Dubai is consistent: businesses rarely sign up after reading a page like this one, they sign up the week after their first serious outage. The cheaper version of that story is to sign up the week before.
When AMC is the right move: hardware, network, M365, and preventive maintenance bundled into one fixed monthly fee instead of per-incident support.
Beyond ticket support: a full security posture audit with penetration testing, compliance gap analysis, and a written remediation programme.
Three-minute form. Tell us your team size, tier of interest, and current pain points. Same-business-day quote with a written SLA proposal.
Three-minute form. Our team gets back the same business day with a tier recommendation and a written SLA proposal you can share with your finance team.
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