An IT AMC (annual maintenance contract) is one of the most common ways small businesses in Dubai pay for IT support. But two AMCs with the same price can cover very different things. This checklist helps you see what you are really buying.
The short answer
A good IT AMC covers planned maintenance of your PCs, servers, network and printers, a set number of support visits, remote help for your staff, and clear rules for repairs and parts. It should list every device it covers, say how quickly the provider will respond, and include a short report after each visit. If any of these are missing, ask before you sign.
What is an IT AMC?
An IT AMC is a yearly contract with an IT company to look after your equipment for a fixed fee. Instead of paying each time something breaks, you pay once a year (or in instalments) and the provider keeps your systems healthy.
It suits businesses that have their own office, a handful to a few hundred computers, and no full-time IT person. It is different from a managed IT service, which usually covers more (such as security monitoring and cloud services) on a monthly plan. We compare the two in IT AMC vs managed IT services.
The checklist: what a good AMC should include
Use this list when you compare quotes.
- A full list of covered devices. Every PC, laptop, server, printer, switch, router, firewall and CCTV recorder should be named, with a serial number or asset tag.
- Preventive maintenance visits. How many per year, what is checked on each visit, and who signs off the report.
- Remote support. How your staff ask for help (email, phone or portal) and during which hours.
- On-site support. How many emergency visits are included, and what an extra visit costs.
- Response targets. How fast the provider will respond to urgent and normal requests. These should be written into the contract, not just promised in a meeting.
- Updates and patching. Who installs Windows and software updates, and how often. Unpatched computers are one of the most common ways attackers get in. Windows 10 stopped receiving free security updates on 14 October 2025, so any PC still running it needs an upgrade plan.
- Antivirus and basic security. Whether antivirus licences are included, and who checks that it is running on every device.
- Backup checks. Who checks that backups are working, and whether they test a restore. A backup that has never been tested is a hope, not a plan.
- Network and Wi-Fi. Whether your router, firewall, switches and access points are covered, including firmware updates.
- Parts and replacements. Whether parts are included or charged separately, and whether a loan device is provided while yours is repaired.
- Documentation. Passwords, network diagrams and a device list kept up to date and shared with you, so you are never locked in.
- Reporting. A short written report after each visit and a yearly summary of what was done.
Things that matter more in Dubai
Some parts of an AMC deserve extra attention in the UAE.
- Power and cooling. Summer heat puts strain on server rooms and network cabinets. Ask whether UPS batteries, air conditioning in the comms room and dust cleaning are checked on each visit.
- Several locations. Many businesses have a head office plus a warehouse, site office or shop. Make sure every site is listed, with travel and visit rules for each.
- Free zone and mainland offices. If you have offices in different areas of Dubai, confirm the provider covers all of them at the same terms.
- Staff turnover. New joiners and leavers are frequent in many SMEs. Ask whether setting up and removing users is included, and how quickly accounts are disabled when someone leaves.
What is often not included
Many AMCs look cheap because they leave out the things that cost the most. Check these carefully.
- New projects. Moving office, adding a new server or setting up new staff in bulk is usually quoted separately.
- Software licences. Microsoft 365, antivirus and other licences are often billed on top.
- Parts. Hard drives, screens, batteries and power supplies are commonly excluded.
- Cloud services. Email, Microsoft 365 administration and cloud backup may not be part of a hardware AMC.
- Security monitoring. Watching for attacks around the clock is normally a managed security service, not an AMC.
None of these exclusions are wrong. You just need to know about them before you compare prices.
How much does an IT AMC cost in Dubai?
Prices depend on how many devices you have, how many visits you need and what is included. A quote that only says a total for "IT maintenance" is hard to compare. Ask each provider to show the price per device or per user, the number of visits and the list of exclusions. Then compare like with like.
Questions to ask before you sign
- Can you send the full list of devices that will be covered?
- What happens if we add new staff or devices during the year?
- Which response targets are written into the contract?
- Do you keep our passwords and network documentation, and will you hand them over if we leave?
- Who checks our backups, and when did you last test a restore for a client?
- What is not included, and how is it charged?
A good provider will answer each of these in writing.
Signs your current AMC is not working
- The same problems come back after every visit.
- Nobody can tell you when your backups were last tested.
- Staff wait days for simple fixes.
- You do not have your own copy of your passwords and network details.
- Visits happen, but you never receive a report.
If two or more of these sound familiar, it may be time to review your contract or switch IT provider with a proper handover.
How FortuXpert can help
FortuXpert provides IT AMC contracts for businesses in Dubai, Abu Dhabi, Sharjah and Qatar. Every contract lists the covered devices, the visits and the response targets in writing, and plans are priced on quote. See our IT AMC service and IT support in the UAE, or book a free IT assessment and we will review your current setup.