Question 1

How fast do you respond to an IT support request?

Accepted Answer

A critical issue — something that has stopped your business working — is answered in 10 minutes, with a 60 minutes resolution objective. Lower severities have their own targets, published on this page. Those apply around the clock, every day of the year, and at every service level: the level you choose changes how deep the work goes, never how fast we pick it up.

Question 2

Is your help desk available 24/7?

Accepted Answer

Yes, at every level. Requests can be raised at any hour, including weekends and public holidays, and monitoring runs continuously. There is no business-hours tier and no out-of-hours surcharge to negotiate. The help desk answers in Arabic and English.

Question 3

Is there a limit on how many tickets we can raise?

Accepted Answer

No. No per-request fee, no monthly cap, no rationing. Most providers in this market ration support behind per-ticket fees or a bundled allowance; we do not. Your level determines what we do about a request, not how many you may raise.

Question 4

How much does IT support cost in Saudi Arabia?

Accepted Answer

It depends on what you want looked after, and every area is priced separately so you can start with one. Areas begin at SAR 45 a month, and each one is priced on the devices and users it actually covers rather than on a band. Every rate is published — you can price your own estate on this site in about three minutes without speaking to anyone.

Question 5

What is the difference between Essentials, Pro and Ultra?

Accepted Answer

Essentials — Continuous monitoring, a round-the-clock service desk, and coordination of every issue through to closure. Pro — Everything in Essentials, plus technical resolution and the day-to-day administration of your estate. Ultra — Everything in Pro, plus security, compliance, patch management and planned improvement. Response times are the same at all three; what changes is how much of the work we take on rather than coordinate. You can change level at any time.

Question 6

Do you come to our office, or is it all remote?

Accepted Answer

Both. Monitoring and the help desk run remotely, around the clock. When a job needs hands — a dead switch, a machine that will not boot, a new starter with no device — an engineer comes to site. We cover 20 cities across the Kingdom, with engineers based in Jeddah and Riyadh, and the on-site commitment is written on your plan rather than agreed after an incident.

Question 7

What counts as support, and what is charged separately?

Accepted Answer

Support covers running, watching, fixing and maintaining the IT you already have, including small adjustments within your existing setup — adding a rule to a firewall you already run, for instance. Installing something you do not have yet is a new setup, and expanding or upgrading what you run is a change. Both are scoped and priced before anything happens, and we tell you which one your request is before we start. Ultra includes major upgrades and growth projects across the estate we look after.

Question 8

Do we have to sign a long contract?

Accepted Answer

No multi-year lock-in. Plans run monthly or annually — annual costs less, and the saving is shown on screen rather than implied. Nothing is charged when you submit a configuration: you get an itemised quotation and a proposal you can forward to whoever signs.

Question 9

We already have an IT person. Can you work alongside them?

Accepted Answer

Yes, and it is common. Your person keeps the relationships and the day-to-day; we take the parts that do not fit one role — round-the-clock monitoring, cover when they are away, security, and specialist work. It also removes the single point of failure, because our documentation is a deliverable rather than something held in one person’s head.

Severity	Response	Resolution objective
P1 Critical	10 minutes	60 minutes
P2 High	20 minutes	3 hours
P3 Medium	60 minutes	8 hours
P4 Low	6 hours	Next planned maintenance cycle

IT support for businesses in Saudi Arabia

Priced on what you actually run

What IT support covers, day to day

24/7 help desk, every day of the year

Unlimited requests

Automated monitoring

Scheduled patching and updates

Certified operations, named partnerships

On-site attendance across 20 cities

Vendor management

Unified dashboard and monthly reporting

How much of the work we take on

Essentials

Pro

Ultra

Where we work

Retail and branch support, by city

How fast we answer, in writing

What buyers ask before choosing an IT support company

Related

The price is the same wherever you are