SAS ITWhy Managed IT Provider Quality Varies So Much
ManagedIT is not a standardised service. One provider might include backups and EDR; another leaves these out entirely. Without careful evaluation, you might end up with a provider that is "managed" in name only.
What a Quality Provider MUST Include
Non-Negotiable:
- 24/7 helpdesk with documented SLA (30 min remote, 4hr on-site)
- Network monitoring and alerting
- Automated patch management
- Antivirus and EDR on all endpoints
- Cloud backup with tested restoration
- Monthly reporting and health review
Differentiators:
- Proactive security audits
- Vendor partnerships (Fortinet, Hikvision, UniFi)
- Custom runbooks per client
- Dedicated account manager
- After-hours emergency response
Red Flags: What to Avoid
| Red Flag | Meaning |
|---|---|
| No written SLA | Flexibility cuts both ways — they can ignore commitments |
| "Managed" but no monitoring | Not actually monitoring anything |
| EDR not included | Endpoint gaps will cost you in a breach |
| Backup not tested | Backup that does not restore is worthless |
| Support only during business hours | When outages happen (they do), evening coverage matters |
| No reporting or health reviews | You cannot improve what you do not measure |
Evaluation Checklist
Before signing a contract, ask:
1. How many engineers are on your team? (Minimum 3 to 5 for true 24/7 coverage)
2. Show me your SLA in writing for all three components: response, resolution, uptime guarantee.
3. Who handles critical security incidents? Are you ISO 27001 or SOC 2 audited?
4. What is your escalation path when a major system fails?
5. Can you provide three references? (Call them directly.)
6. What is NOT included in the package? (Clarify license procurement, hardware, major projects.)
7. What is the contract term and exit clause?
Pricing Reality
Bad provider: AED 15,000 to 25,000 per year (incomplete coverage)
Good provider: AED 25,000 to 45,000 per year (comprehensive for 20-50 users)
Excellent provider: AED 40,000 to 60,000+ per year (includes proactive security, compliance, custom projects)
Cheaper is rarely better in managed IT. You get what you pay for.
SAS IT has supported 300+ Dubai businesses over 12+ years. See what clients say | +971-526716178
*Related: Managed IT Services Dubai | IT Support Dubai*
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