Book a consultation
Service 02

IT Services & Managed SLA Support

Implementation and day-to-day operation of your business technology. We deploy the systems we recommend, then keep them running — helpdesk, proactive monitoring, security, backup and vendor management under one SLA with predictable monthly cost.

Helpdesk24/7 monitoringSecurity & backupVendor management
Discuss your requirementsSee the scope
Business challenges we address

Where this service makes the difference

Break-fix support and unpredictable IT costs
Fixed monthly fee under a clear SLA
Outages discovered by users, not by IT
Proactive 24/7 monitoring and alerting
No documentation — knowledge sits with one person
Documented environment and runbooks
Patching, backup and security left to chance
Scheduled patching, tested backups, security baselines
Multiple vendors and no single point of accountability
One service manager owning every vendor
Our service scope

What's included

Helpdesk & end-user support

  • Remote and on-site support
  • Email, phone and portal ticketing
  • Joiners, movers and leavers
  • Device and licence management

Monitoring & maintenance

  • 24/7 server, network and cloud monitoring
  • Patch and update management
  • Capacity and performance reviews
  • Asset and warranty tracking

Security & continuity

  • Endpoint protection and MFA
  • Backup and tested restores
  • Access reviews and security baselines
  • Incident response

Implementation & cloud

  • Microsoft 365 and cloud migrations
  • Network and infrastructure deployment
  • System implementation and data migration
  • Vendor and contract management
How we work

A clear path from first conversation to results

  1. 1

    Onboard

    Inventory, risk review and documentation of your environment.

  2. 2

    Stabilise

    Fix critical risks; set up monitoring, backup and access.

  3. 3

    Operate

    Helpdesk and maintenance under the agreed SLA.

  4. 4

    Report

    Monthly service report: tickets, SLA performance and risks.

  5. 5

    Improve

    Quarterly reviews and a rolling improvement plan.

What you receive

Tangible outputs at every stage

Service agreementScope, SLA targets and escalation contacts
Environment documentationNetwork, systems, accounts and runbooks
Support portalTicketing by email, phone and web
Monthly service reportSLA performance, trends and risks
Quarterly reviewRoadmap, budget and recommendations
Named service managerOne accountable point of contact
Relevant client results

Results from engagements like yours

24/7monitored coverage, one SLA
IT Services & Managed SLA Support

Stabilising IT for a logistics operator across two Emirates

Challenge
Unplanned outages, no monitoring, and vendors pointing at each other.
Approach
Documented takeover, 24/7 monitoring, single SLA with a named service manager.
Result
Critical incidents down by [X]% in the first two quarters.
Read case study
"Their IT services team runs our systems so ours can focus on the business. Downtime simply stopped being a topic in our board meetings."
SKIT ManagerLogistics company, Abu Dhabi
Frequently asked questions

Questions we hear most

What are your response times?

Response and resolution targets depend on priority — critical incidents receive a response within [30 minutes], 24/7. The full table is in the Managed IT Support section on our Services page.

Do you provide on-site support?

Yes. Remote support resolves most issues; engineers attend on-site across the UAE where needed, according to your plan.

Can you take over from our current provider?

Yes. We run a documented onboarding — inventory, risk review and a stabilisation plan — so nothing is disrupted during handover.

How is pricing structured?

A predictable monthly fee based on users, devices and service level, with projects quoted separately.

Do we keep ownership of our accounts and data?

Always. All admin credentials, licences and documentation remain yours and are handed over in full if you leave.

Discuss your requirements

Talk to the consultant who will own your engagement

Share a few details and a senior consultant will reply within one business day with next steps — no obligation.

Emailcontact@veridian-uae.com Phone+971 50 476 0874 Prefer a set time?Book a consultation slot

Discuss your requirements

Service: IT Services & Managed SLA Support