Capability / Managed expertise
Expert IT Managed Services in Dubai & UAE
Flat-fee managed IT support in Dubai: 24/7 monitoring, proactive maintenance, a helpdesk with published response times, onsite when needed, and support hours shaped around your operation.
One accountable team for everything IT
A flat monthly fee that adjusts to your user and device count, one point of contact for every issue, and an agreement that sets out the service scope and terms. Kew looks after the systems, the people who use them and the decisions around them, so one internal generalist does not have to.
Your hours. Your business. Your support.
Not every business works the same hours, faces the same pressures or needs the same level of cover, so we do not force everyone into one model.
Business hours. 08:30 to 18:00, Monday to Friday, UAE time (GST, UTC+4), included in every agreement, with published response targets (below).
Bespoke cover. Weekday evenings to midnight and weekends 09:00 to midnight, UAE time (GST, UTC+4), with a 30-minute response target, as an add-on for operations that run beyond office hours.
Around the clock. For clients who genuinely need 24/7/365, we build and price a dedicated arrangement around the operation.
UAE public-holiday cover varies by agreement and is set out in the applicable service terms.
Monitoring of servers, endpoints and network runs 24/7 under every agreement; the tiers above are about when a person responds.
What's included
One flat monthly fee, priced per device and adjusted each month to your active user and device count.
Device management. Every workstation and laptop is set up, configured, patched and supported, from first login to replacement.
Network management. Switches, routers, access points, printers and scanners are kept configured, updated and working.
Meeting rooms. TVs and interactive screens, video, microphones and room booking systems, so meetings start on time.
Microsoft 365 management. Users, licences, Intune, SharePoint and Teams are fully managed, with Microsoft security baselines and MFA applied as standard. Conditional access depends on your Microsoft 365 licence.
24/7 monitoring. Servers, endpoints and network are watched around the clock at no extra cost, and issues are flagged before users notice them.
Proactive maintenance. Patching, updates and routine maintenance are handled without interrupting your team.
Helpdesk. Email, phone and portal. Tickets are triaged by priority, with clear ownership and updates.
Remote support. We investigate remotely first and arrange an engineer visit when the issue needs a physical presence. Response and target resolution times are listed separately below.
Strategic reviews. Quarterly reviews, an IT roadmap and vendor management, so IT supports all your business goals.
Response and resolution targets
These P1 to P4 targets apply to the Business hours tier only, Monday to Friday, 08:30 to 18:00, UAE time (GST, UTC+4). UAE public-holiday cover varies by agreement. Response time is the time to the first reply from support; target resolution is the target time to resolve the issue. Resolution times are targets, not guarantees.
- P1, business stopped: first response within 15 minutes; target resolution within 4 working hours.
- P2, significant disruption: first response within 30 minutes; target resolution within 8 working hours.
- P3, single user with a workaround: first response within 2 hours; target resolution within 1 working day.
- P4, requests and changes: first response within 4 hours; target resolution within 3 working days.
The Bespoke cover add-on has a 30-minute response target. The P1 to P4 resolution targets above apply to Business hours only.
Add-ons that fit around the agreement
Backup and recovery. Cloud and offsite backup of servers, Microsoft 365 mailboxes, SharePoint and OneDrive, with recovery testing.
Managed endpoint protection. Managed detection and response on every device, with a SOC behind it.
Scheduled onsite days. Pre-booked weekly visits for teams that want an engineer in the building.
IT AMC. For clients who prefer an annual maintenance contract structure, the agreement sets out the service period and applicable notice or exit conditions.
Outsourced IT department. The full function for firms without one, or a second line for firms with one.
Your first 30 days
- Week 1: Audit. Full network audit, asset register, security review, risks identified.
- Week 2: Onboarding. Helpdesk introduction for staff, access provisioning, support process briefed.
- Week 3: Report. Findings, prioritised recommendations and a remediation plan in writing.
- Ongoing. Remote and onsite support, scheduled maintenance, quarterly business reviews.
Security you can evidence
Microsoft 365 security baselines and MFA are applied as standard. Conditional access depends on your Microsoft 365 licence. Patching is handled through proactive maintenance; vulnerability scanning is scoped to the agreed service. Backup and recovery, and managed endpoint protection, are optional add-ons. We work to ISO 27001, NIST CSF, GDPR, Microsoft Secure Score, NESA/DESC and ADHICS as the frameworks apply to you. Cyber Security in detail.
Getting started
Review, a short agreement signed electronically, and onboarding within five working days of signature. Ask Kew.
Questions
Frequently asked
How quickly can I get started with your managed IT services?
You can enquire using any of the methods below, and a member of our team will usually reply within one working day.
Is there any annual contract commitment?
Service terms vary by agreement. Your proposal sets out the applicable service period and notice or exit conditions so you can review them before proceeding.
How do you ensure data security and compliance?
We agree security controls to fit your systems and document what is included. No IT service can guarantee that an incident will not occur or that an organisation will meet every regulatory requirement.
Ask Kew
Questions about managed IT support? Ask Kew.
Not ready to change IT provider or start a project? Ask us anyway.
A quick technology question, advice on something you are planning, or a second opinion on your current setup. Free, no obligation, answered by a person.
Replies personally, usually within one working day.