One number, one email address and one ticket queue for every IT problem your team hits. Remote helpdesk first because it resolves most issues in minutes, engineers on the road when the problem is physical — on a fixed monthly fee in AED, or on a per-visit basis if that is all you need today.
IT support is the day-to-day service that keeps your staff working: a helpdesk your team can reach when something breaks, engineers who attend site when the fix is physical, and someone who takes ownership of the problem until it is closed. In the UAE it is normally bought in one of three ways — per incident, on an annual maintenance contract (AMC), or inside a fully managed monthly agreement that also covers monitoring, patching, backup and security.
The practical difference is who is watching between the phone calls. Per-incident support is the cheapest way to buy help and the most expensive way to run a business, because nobody is looking at your backups until the day you need one. Nifty IT has supported UAE companies since 2014 and will tell you honestly which of the three your size and risk profile justifies — including when the answer is the cheapest option.
The nine categories that make up almost every ticket a UAE SME raises. All of them are in scope on a support contract, and all of them are available on a pay-per-visit basis if you are not ready for a contract yet.
Phone, email or WhatsApp to a logged queue with an owner and a priority. Roughly four out of five issues — password resets, Outlook problems, permissions, printing, application errors — never need anyone to leave the office, which is why remote is the first response rather than the cheap one.
When a switch has failed, a server will not POST, a cable run has been cut by a fit-out crew or a new joiner needs a desk built, an engineer attends. Same-day across Dubai under contract, scheduled visits in Abu Dhabi, Sharjah and the Northern Emirates.
Setup, imaging, joiner and leaver processing, hardware diagnosis, warranty claims and data migration — on Windows and macOS. Mixed estates are normal in UAE design, media and professional-services firms and are supported identically.
Mailbox issues, shared mailboxes and distribution lists, Teams and SharePoint permissions, OneDrive sync, MFA lockouts, licence assignment and mail-flow or spam problems traced back to the actual cause rather than restarted and hoped about.
Windows Server, Active Directory, file and print services, VMware hosts and Synology or HPE storage — health checks, capacity issues, failed disks, service outages and the upgrade planning that stops a server reaching end of support unnoticed.
Slow or dropping Wi-Fi, VLAN and switch problems, VPN and site-to-site tunnels, firewall rules, and dealing with Etisalat or du on your behalf when the fault is upstream — which, more often than anyone admits, it is.
Suspected phishing, compromised mailboxes, ransomware containment, antivirus alerts and restoring files someone deleted three weeks ago. Contained first, explained afterwards, with a written note of what happened and what closes the gap.
Network printers and MFPs, scanners, ZKTeco time-and-attendance terminals, IP phones and conference-room equipment. Unglamorous, extremely common, and excluded by a surprising number of support contracts — check yours.
Office fit-outs, relocations, additional branches and bulk new-joiner setups. Project work is quoted separately from the support fee so you always know which budget it is coming from, and so nobody has to argue about scope mid-move.
Most UAE businesses start at the left of this table and move right as downtime starts costing more than the contract. There is no wrong entry point — only a wrong one for your headcount and your tolerance for a bad Tuesday.
| What you get | Per-Visit Support | Support AMC | Managed IT |
|---|---|---|---|
| Best for | Under 10 users, low dependency on IT | 10–60 users wanting predictable cost | 25+ users, or anyone who cannot afford downtime |
| How you pay | Per hour or per visit | Fixed monthly or annual fee | Fixed monthly fee per user or device |
| Remote helpdesk | Chargeable per incident | Included, business hours | Included, business hours |
| On-site visits | Booked as needed | Scheduled + reactive allowance | Scheduled + reactive |
| Response targets | Best effort, subject to availability | Written SLA by severity | Written SLA + escalation path |
| Proactive monitoring | — | Servers and backups | Full estate, 24/7 |
| Patching & updates | On request | Scheduled visits | Managed policy |
| Backup checks | — | Monitored | Monitored + restore testing |
| Microsoft 365 admin | Chargeable | User administration | Full tenant management |
| Asset & licence register | — | Included | Included |
| Management reporting | — | On request | Quarterly review |
| Read more | — | — | Managed IT services › |
| Pricing | Get Quote | Get Quote | Get Quote |
Option names and inclusions are indicative and confirmed in your written proposal. All contracts are issued in AED by NIFTY INFORMATION TECHNOLOGY LLC, Dubai.
Tickets are triaged on business impact, not on who shouted loudest. These are indicative targets under a support contract; your agreement carries the committed figures.
| Severity | Typical example | Target response | On-site |
|---|---|---|---|
| P1 — Critical | Server down, no internet company-wide, suspected ransomware, email flow stopped | Immediate during business hours | Same day where a site visit will fix it |
| P2 — High | A department blocked, shared drive or line-of-business application unavailable | Same business day | Same or next day |
| P3 — Medium | One user cannot work, printer down, access or permission issue | Next business day | Scheduled |
| P4 — Low | New user setup, software install request, how-to question | Scheduled | Batched into the next planned visit |
| Project work | Office move, migration, hardware refresh, cabling | By agreed project plan | Quoted separately from the support fee |
Standard cover is Monday to Friday business hours, in line with the UAE working week. Saturday, out-of-hours and public-holiday cover is available as a priced add-on — buy the cover your downtime cost justifies, not the largest tier on offer.
A support desk is only as useful as the second-line behind it. These are the technologies we hold hands-on depth in rather than a logo on a page.
Microsoft 365 tenant administration, Exchange Online, SharePoint and Teams governance, Entra ID and conditional access, Windows Server, Active Directory, group policy and Azure workloads. Licence right-sizing at renewal instead of repeating last year's order.
Fortinet FortiGate firewalls, VPN and site-to-site tunnels between branches, VLAN and switch configuration, Wi-Fi coverage design and troubleshooting, plus ISP escalation with Etisalat and du when the fault sits outside your walls.
HPE server configuration and firmware, VMware hosts and clusters, Synology NAS for file services and backup targets, RAID and disk failure handling, and end-of-support planning before an unsupported box becomes an incident.
Veeam and NAKIVO backup configuration and monitoring, retention and offsite or immutable copies, and scheduled restore tests with the results written down. A backup nobody has restored is a theory, not a backup.
Microsoft Azure, AWS and Google Cloud for hosted servers, virtual desktops, backup targets and disaster recovery — including keeping data in the region your compliance obligations actually require.
Odoo ERP support and development, ZKTeco time-and-attendance terminals, IP telephony handsets and conference rooms, network printers and MFPs, and the integrations between them that nobody documented when they were installed.
On vendor relationships: Nifty IT is a partner in the Microsoft AI Cloud Partner Program, Fortinet Engage Partner Program, Veeam Partner Network, HPE Partner Ready, AWS Partner Network, Google Cloud Partner Advantage and the Huawei Enterprise Partner Program, and holds hands-on delivery experience with VMware, Synology, ZKTeco, NAKIVO and Odoo. Programme membership indicates access to vendor tooling and escalation, not a guarantee of outcome, and does not imply endorsement by those vendors.
Nobody publishes a real number, because a real number depends on your environment. Here is how the number is built, so you can sanity-check any quote you receive — including ours.
Why there is no price on this page: a per-user figure quoted before anyone has looked at your environment is a guess dressed up as a number, and it is almost always revised upward once the first real problem surfaces. We check first and quote from evidence. The health check is free and the report is yours whether or not you proceed.
An engineer reviews your network, servers, endpoints, licences, backups and security posture — on site or remotely, usually in half a day. You receive a written report of every risk found, ranked by urgency, with what each one would cost to close. No charge, no obligation, and the report is useful even if you appoint somebody else.
Inclusions, exclusions, response targets, on-site allowance and a fixed figure, all in writing. If a per-visit arrangement genuinely suits you better than a contract, we will say so — a client who is oversold leaves within the year anyway.
We collect credentials and licence ownership from your outgoing provider or internal team and document the environment properly — IP scheme, topology, licences, backup jobs, warranty dates, admin accounts. That documentation is yours from day one, not something released as a bargaining chip if you ever leave.
One number, one email address and a WhatsApp line, with a short briefing for your staff on how to raise a ticket and what counts as urgent. Every request gets a reference, an owner and a priority — so nothing is resolved in a corridor conversation and forgotten.
We track what your tickets are actually about. When the same fault keeps returning, the answer is a fix rather than a faster response — a failing switch, a mis-sized mailbox plan, a laptop fleet past its useful life. That conversation is where a support contract starts saving money instead of just spending it.
Head office in Deira with same-day on-site response under contract across Business Bay, DIFC, Al Quoz, Jebel Ali, Dubai Silicon Oasis, DMCC, Deira and Bur Dubai — mainland and free-zone companies alike.
Scheduled on-site coverage for Mussafah, KIZAD, Al Reem, Yas Island and the city centre, with identical remote helpdesk, ticketing and escalation to our Dubai clients.
Sharjah industrial and free-zone businesses, plus Ajman, Ras Al Khaimah, Umm Al Quwain and Fujairah, on a scheduled-visit model with full remote cover between visits.
Remote support is delivered UAE-wide. On-site response times depend on emirate and are stated in your contract rather than implied by this page.
IT support in the UAE is priced either per visit or per user per month, and the monthly figure is driven by four things: how many users and devices are in scope, how healthy your current environment is, how many sites you run, and how much sits inside the fee rather than billed on top. A twenty-user office on current hardware with clean licensing costs materially less to support than the same office running an unsupported server and expired antivirus. Any provider quoting a per-user price before seeing your environment is guessing. Ask every provider for a written exclusions list alongside the monthly number — that is where quotes actually differ.
IT support is reactive: you raise a problem and someone fixes it, either per incident or under a support contract with response targets. Managed IT is proactive: the provider monitors your systems continuously, patches and hardens them, manages backup and security, and is measured on preventing incidents rather than attending them. Support is what you buy when IT breaking occasionally is survivable. Managed IT is what you buy when a day of downtime costs more than the difference in fee. Nifty offers both, and will tell you which your size and risk profile justifies.
Yes. An IT AMC is the most common arrangement for UAE SMEs between roughly ten and sixty users: a fixed annual or monthly fee covering remote helpdesk, a defined allowance of on-site visits, scheduled preventive maintenance and monitoring of servers and backups. Contracts are issued in AED with the scope, exclusions and response targets written in. What separates a useful AMC from a cheap one is the exclusions list — read it before comparing prices, because that is where the two documents actually differ.
Under a support contract, critical issues affecting the whole company — a server down, no internet, email flow stopped, a suspected ransomware event — are picked up immediately during business hours. Issues affecting a department are targeted for the same business day, single-user issues for the next business day, and routine requests are scheduled. On-site attendance in Dubai is same-day for critical faults where a visit will actually fix it. Your contract carries the committed figures; the table on this page is indicative.
Both. Remote is the first response because it resolves the majority of tickets in minutes rather than after a drive across town, but engineers attend site whenever the fix is physical — failed hardware, network and cabling faults, new desk builds, office moves or anything that needs hands on a device. Dubai clients get same-day on-site response for critical faults under contract; Abu Dhabi, Sharjah and the Northern Emirates run on a scheduled-visit model with reactive visits available.
Yes. Mixed Windows and macOS estates are normal in UAE design, media, architecture and professional-services firms, and both are supported identically — setup and imaging, joiner and leaver processing, patching, endpoint protection, backup and Microsoft 365 or Google Workspace administration. Tell us your split at the health-check stage so device management is scoped correctly rather than retrofitted three months in.
Yes, and it is how most of our clients start. The transition begins with a documented review of what is installed, licensed, patched and backed up, and what is currently failing. We then request a clean handover of credentials and licence ownership. Where an outgoing provider is uncooperative we have rebuilt administrative access from scratch before, but it costs time that a professional handover does not. We would rather overlap by a fortnight than have you leave anyone mid-crisis.
There is no minimum. We support companies from around five users upward, and for the smallest offices a per-visit or light AMC arrangement is usually the honest recommendation rather than a full managed contract. Where small businesses lose money is not the absence of a contract — it is having no backup that anyone has tested and no MFA on email. If you fix nothing else, fix those two, whoever you buy support from.
Standard cover is Monday to Friday business hours, in line with the UAE working week. Saturday, out-of-hours and public-holiday cover is available as a priced add-on, and monitoring on managed contracts runs 24/7 regardless, so many overnight issues are caught and resolved before anyone arrives in the morning. We would rather sell you the cover your downtime cost justifies than the largest tier on the price list — for most SMEs that is business hours plus an escalation route for genuine emergencies.
Hardware and software purchases, project work such as migrations, office relocations and hardware refreshes, structured cabling and bespoke development sit outside the support fee and are quoted separately before they start. Third-party licences and subscriptions — Microsoft 365, backup software, endpoint protection — are itemised so you can see what is service and what is licence. Everything excluded is listed explicitly in your contract rather than left to interpretation, which is the single most useful thing to check in any provider's proposal.
Yes. New office fit-outs, branch openings and relocations are handled as scoped projects covering structured cabling, network and Wi-Fi design, firewall and internet provisioning with Etisalat or du, server and storage installation, workstation and phone deployment, and the cutover plan itself. Moves are the single most common cause of an avoidable outage in a UAE SME, almost always because the internet circuit was ordered too late — start the conversation as soon as the lease is signed, not when the desks arrive.
Twelve months is our standard term, with monthly rolling and 24-month options priced accordingly. If you give notice, we hand over documentation, credentials, licence ownership and configuration to you or your incoming provider. We do not hold licences in our own name where they belong in yours, and the environment documentation we produce is yours throughout the term rather than something released as leverage. Ask every provider you are considering this question before signing — the answer tells you a great deal about the rest of the relationship.
An engineer reviews your network, servers, backups, licences and security posture and sends you a written report ranked by risk. Free, no obligation, and yours to keep whether or not you become a client.
NIFTY INFORMATION TECHNOLOGY LLC · Burj Nahar Mall, M2 Floor, Office D2-4, Deira, Dubai · 04 355 1136 · [email protected]