An annual maintenance contract is one of the most common IT agreements in the UAE. You pay a yearly fee, and a provider keeps your hardware and systems running. Two AMCs at the same price can cover very different things, though, and the gaps usually show up only when something breaks. Here is what we suggest checking before you sign one, with us or anyone else.
1. A written list of what's covered
The contract should list every covered device: type, model, serial number and location. "All IT equipment" sounds generous, but it leads to arguments when a printer or UPS turns out not to be included. Agree the list at the start and update it when you add or retire equipment.
2. Response times you can measure
Look for specific numbers: how quickly someone responds to a call, and how quickly an engineer arrives on site for a critical failure. Check whether those times apply on weekends and public holidays, and whether they differ between Dubai, Abu Dhabi and other emirates if you have several sites.
3. Preventive maintenance, not just repairs
A good AMC includes scheduled visits to clean, check and update equipment before it fails: firmware updates, UPS battery checks, backup verification, disk health and dust inside server racks. Ask how many visits are included and what the engineer checks on each one. You should get a report after every visit.
4. Spare parts and warranty
This is where contracts differ most. Find out whether parts are included or charged separately, who handles warranty claims with the manufacturer, and what happens when an out-of-warranty server needs a part that is hard to find. Some providers keep critical spares for customers. Others order them when needed, which can take days.
5. Remote support and a helpdesk
Many problems can be fixed remotely in minutes. Check how staff raise a request (phone, email or a portal), the working hours, and whether remote support is unlimited or capped.
6. Clear exclusions
Every AMC has exclusions: physical damage, consumables like toner, software licences, and moves or new installations. That's normal. What matters is that they are written down, so you know in advance what will be quoted separately.
7. Reporting and handover
You should be able to see the history of each device: visits, faults, parts replaced. And if you ever change provider, the contract should require a proper handover of passwords, configurations and documentation.
Questions to ask before you sign
- Can you show me the asset list you will cover?
- What are your response and on-site times, in writing?
- How many preventive visits are included, and what do you check?
- Are spare parts included? Who manages warranty claims?
- What is excluded?
- What reports will I receive, and how often?
If you want a second opinion on an AMC you already have, or a quote for a new one, our team can walk through it with you.